Success Story View all Reduce returns with our platform
5%
Fewer returns
75%
Email open rate
8
new touchpoints
THE MISSION
Weltbild is a large, multi-channel bookseller and a trusted brand
With a good reputation for offering an outstanding shopping experience in-store, Weltbild are known for providing advice, entertainment and value.
As their online shop’s popularity grew, the team wanted to ensure that customers were receiving the same high-quality experience online as they would in-store.
THE CHALLENGE
Proactive customer contact
Before working with us, Weltbild lost contact with their customers post-checkout. Weltbild knew that this lack of contact was having a negative effect on their overall customer experience.
When the team started experiencing a growing number of customer inquiries, they knew they had to make an improvement. That’s why they chose parcelLab’s solution to redesign their post-sales communication.
Thanks to parcelLab, we were able to improve customer communication and make it more transparent. Weltbild puts its customers center stage across the entire customer journey – no matter where they are at the time. This gives them an all-round good shopping experience.
OUR SOLUTION
Seamless communication throughout the customer journey
Our solution connects Weltbild with their customers throughout every stage of the sales journey.
With our support, the team now send fully automated messages throughout delivery, delays and returns. Our smart algorithm sends these emails at the best possible time.
Weltbild also provide their customers with an Order Status page that includes parcel tracking technology enabling them to see the progress of their order without calling in.
THE RESULT
Seamless communication throughout the customer journey
Weltbild was up and running in four weeks with parcelLab and from day one, the team saw a return-on-investment (ROI). Our expert combination of proactive shipping emails and an Order Status page keeps customers engaged and informed throughout delivery. This caused a 7.5% reduction in customer inquiries and a significant 5% decrease in returns.
