As the focus is on the customer, constant optimisation is our primary concern. A point that has been missing so far: To personally accompany the customer during shipment “on the last mile to the front door”. Although the main focus was during the entire shopping process, after the customer clicked on purchase and the shipping information was sent, there was no longer communication with the customer. This has now changed.
Shipping is for many the most emotional phase in the customer journey. After the purchase, the customer wants to be able to finally hold the exciting novel, the pretty pillow or the new tablet in their hands. That’s why they want to know what’s going on with their package. A retailer who proactively keeps its customers up to date and therefore doesn’t let the shopping experience be lost scores major points here.
Thanks to parcelLab, we were able to improve customer communication and make it more transparent. Weltbild puts its customers centre stage across the entire customer journey – no matter where they are at the time. This gives them an all-round good shopping experience
Weltbild found the expert for shipping communication with parcelLab: Fully automated messages about the delivery, possible delays and the exact place and time of the parcel are tailored to each individual customer and then send when they are most relevant for the customer. An intelligent algorithm determines the best possible time based on data from millions of parcels. "Weltbild's individual customer service and communication with the customer now goes from dispatch right up to the front door," says Christian Sailer, Chairman of the Weltbild Management Board.
The solution parcelLab was implemented in less than four weeks - simple, uncomplicated and fast. The interaction of shipping messages and the track & trace page creates a holistic shopping experience throughout the entire customer journey. "This increases trust and creates greater customer loyalty," says Sailer. Weltbild customers feel looked after. This is also reflected in the KPIs: Since the implementation of parcelLab, not only have customer service inquiries been reduced by 7.5%, which has resulted in a positive ROI of communication since day one, but also the number of returns has been reduced by up to 5%. Because informed customers are happy customers.