Double customer reviews and increase user site traffic

The company is known for their expert advice, excellent service and attractive promotions. As a result, the team wanted to uphold their high standards at every stage of the customer journey.

To achieve this, GRAVIS wanted to improve the transparency of their shipping process. Not only did they want to keep customers informed about the status of their order, they also wanted insights into the performance of their carriers.

The team believed that branded communication post-checkout would increase retention, boost customer satisfaction and help generate positive feedback

Before working with us, GRAVIS would only send an order confirmation and a shipping notification post-checkout. They left all other customer contact in the hands of the logistics provider. Unfortunately, this meant that the team did not have insight into the quality of the communication. It also meant that it was hard to understand the performance of the carrier themselves.

GRAVIS felt that this did not meet their high standards of customer service. So, they began looking for a solution that enabled them to send branded, regular updates to their customers. When the team at GRAVIS learned about our communication platform and dashboard, they knew it was the best solution for their needs.

We provided GRAVIS with the opportunity to regain control of their customer communication. The team now keeps customers up-to-date throughout the delivery process.

Using our platform, the retailer proactively informs customers of delivery times and delays with branded emails and a real-time Order Status page.

These touch points are all white-labelled, so all traffic is brought back to GRAVIS’ online store. The team has also added a Net Promoter Score to their communications in order to collect frequent customer feedback. Additionally, having access to our portal allows the team to track and monitor performance of carriers and find solutions where required.