Success Story View all Manage customer expectations with personalized orders
19%
Revenue increase
8%
Increase in basket size
3.5%
increase in repurchase rate
THE MISSION
11teamsports is one of Europe’s largest online sports memorabilia stores.
They are known for selling and personalizing 25,000+ products from leading sports brands. 11teamsports believes that it is important to look after customers post-checkout.
They wanted to ensure a high standard of communication, and they believed they could only achieve this with full control. So, the team aimed to find a solution that enabled them to take back communication from third party carriers.
THE CHALLENGE
Managing customer expectations
A lot of customers choose to personalize the items they buy from 11teamsports. Of course, this process takes time, and the team needed a way to manage customer expectations.
A simple order confirmation would not suffice; the team needed a solution that kept customers in the loop and fully engaged throughout the process. That’s why they identified parcelLab as the best solution for their needs.
Our partnership with parcelLab has given us many advantages. Our customers now receive all post-purchase messages directly from us, in our corporate identity and the Order Status page on our site has created some very valuable traffic.
THE SOLUTION
User-friendly, omnichannel communication
By leveraging our platform, 11teamsports was able to take full control of their post-checkout communication.
Their customers now receive regular updates with informative, personalized detail about their order.
They also have their own Order Status page which allows real-time tracking, with no need to contact customer service. On this page, they can see their order progressing through each phase and access an up-to-date estimated delivery time.
11teamsports can also use this engaged customer touch point as a marketing tool, with all traffic driven back to their site. With this captivated audience they can offer specific deals and increase their repurchasing rate.
THE RESULT
Happy and fully informed customers
11teamsports manage and exceed customer expectations through their proactive messaging.
Customers are impressed with the high standard of service they deliver, and this has increased their repurchasing rate.
The messages sent by the brand are personalized and relevant, which is why they receive great engagement, and this causes an influx of return traffic to their site.
Since leveraging the parcelLab’s platform, sales have increased by a staggering 19%. Their average shopping basket has grown by 8% and their repurchase rate has increased by 3.5%.
After all, happy customers spend more, more often!
