How to make customers happy with good shipping information
Peter Chaljawski is one of the big names in German e-commerce. Started in 2005 with a single product and an eBay sales account, the hobby DJ has turned his company Chal-Tec into one of the most successful online trading companies in Germany. The Berlin-based online retailer currently sells over 7,000 products in the electronics, sports, lighting and modern living categories on 13 of its own platforms in 18 European countries. In the process, it makes over 100 million euros in sales per year without much fanfare. Where does the secret of Chal-Tec's success lie? We believe: in the customer orientation. We were able to experience this live within the framework of a joint project, because parcelLab's communication solution has been implemented at Chal-Tec since 2015.
The customer wants shipping information
If you look at Chal-Tec's figures, it's clear: customer service must be a real challenge with such a high international headcount. So many customers speaking 12 different languages - and they all want to know: Where is my package? "Classic shipping notification and tracking was simply not good enough for our customers," recalls Sebastian Leiß, Business Process Manager at Chal-Tec. "Today, customers want to know about all the stages of their parcel - especially in case of delays." Therefore, in 2015, the shipper was looking for a solution that could proactively and automatically inform its customers about shipping delays. "Similarly, we wanted just one solution for our different brands, languages and carriers," says Leiß. And that's where parcelLab came in: our communication solution informs customers fully automatically by email about the time of dispatch, any delays and the exact time and place of delivery - for example, if the parcel was dropped off at a neighbour's because the customer was not to be found. Our figures show that our information is very relevant for customers: We send around 250,000 customer emails a day - over 70 per cent of which are opened on average. So we are already proactively answering the most important customer enquiries. The customer does not have to contact the sender himself and ask. The result: more satisfied customers. And more satisfied customers rate better. On the other hand, better informed customers also mean less effort for the retailer. Chal-Tec can confirm this: since August 2015, the number of customer enquiries about shipping has dropped by 24 percent.
Simplified processes also in the back-end
But it is not only direct customer communication that benefits from the integration of parcelLab at Chal-Tec. The Berlin-based shipper also uses the solution to analyse the performance and quality of its logistics service providers. "This enables us to better understand the various shipping processes and to better manage our service providers," explains Leiß.
Since the uncomplicated and fast integration of parcelLab at Chal-Tec has been so successful so far, the Berliners are already thinking about implementing further subsystems of the solution in their shop and BI systems. After all, our solution can do much more than inform customers about the status of their parcel - for example, it can include product recommendations in the shipping status emails or in the track-and-trace page in the shop and thus increase the repurchase rate by 2 to 3 percent. It's always amazing how many small adjustments good customer service can make to the business.
The press release and detailed information on the cooperation with Chat-Tec can be found here.
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