Success Story View all Create and deliver outstanding customer experiences through messaging
73%
of customers rate communication with "very good"
98%
of customers rate communication with "helpful and reliable"
61%
unique open rate
THE MISSION
PETER HAHN has been a specialist retailer of women’s fashion since 1964
They have grown into a successful multi-channel company with over 1,000 employees, operating all over Europe.
PETER HAHN has an excellent reputation for providing great value and quality advice. As a business, their objective is to consistently exceed high standards.
As a result, the team are always looking for new ways to deliver the best possible service to their customers. That’s why they decided to improve their post-checkout communication to offer a more personalized, valuable experience.
They also hoped that creating regular contact with their customers throughout shipping would reduce customer inquiries.
THE CHALLENGE
Deliver engaging and branded customer contact
PETER HAHN was looking for a solution that enabled them to deliver seamless communication across all touch points.
They believed this would strengthen awareness and allow customers to feel more connected to the brand.
Our solution enables brands to design and deliver fresh, branded customer touch points throughout shipping and beyond. That’s why the team decided our solution was the best for their requirements.
PETER HAHN stands for high-quality fashion and first-class service. With the parcelLab platform, we now also offer our customers first-class shipping communication with all relevant information about their order.
OUR SOLUTION
Proactive and personalized touch points
We onboarded PETER HAHN quickly onto our platform. And with that, the team took back control of customer communication post-checkout, and now sends personalized and relevant touch points throughout the customer journey.
This keeps customers engaged and connected for longer. Customers receive shipping updates proactively so no longer have a need to call in with inquiries.
PETER HAHN can now maintain their high standards of customer service by guiding their customers throughout delivery and beyond, leveraging customized content that adds value.
THE RESULT
Impressive and informative customer journey
Since working with us, PETER HAHN received great feedback from customers about their new communication style.
Their customers appreciate the proactive emails because it keeps them informed and excited. When they asked their customers how they would rate their communication, 73% rated it ”Very good” and 98% said it was ”Clear, helpful and reliable”.
The brand has also benefitted from our portal, which allows them to easily track and monitor all shipping data, regardless of the country or shipping service provider.
The portal helps the customer service team access order data quickly. It also gives them insight into their carriers’ performance, issues or trends that can improve the overall customer experience.
