Send customers proactive shipping updates and reduce inquiries

Bergzeit was founded by Klaus Lehner, whose passion for mountain sports was the driving force of the brand. The brand currently manages thousands of orders daily from across Europe.

Operating in multiple countries and using several carriers meant that Bergzeit struggled with customer communication. In fact, their contact with the customer stopped after checkout, and their inquiry rate was growing. This was a significant issue for the team, who were keen to find a solution.

The products that are offered by Bergzeit experience seasonal fluctuations in popularity. This creates a logistical challenge. It also affects the customer service team, who can be overwhelmed with inquiries specifically during promotional events, such as Black Friday. In 2019, as peak season was approaching, Bergzeit decided to ask for parcelLab’s support to keep their customers informed throughout delivery and take the strain off their call center.

Our platform helps Bergzeit to answer customers’ questions before they ask. By providing personalized, real-time updates that allow the customer to track the progress of their order any time, Bergzeit keeps customers informed and feeling cared for.

Bergzeit now sends branded shipping notifications including dispatch, delay, failed delivery and more through the parcelLab platform.

And because the customer touch points are personalized, customized and relevant, engagement is high.