parcelLab: The perfect companion for the Weltbild parcel
parcelLab
Published on: Jul 29, 2018Updated: Feb 5, 2023
Augsburg/Munich, 28 June 2018 - Greater customer satisfaction thanks to active information: Since August 2017, the multichannel retailer Weltbild has been relying on the solution of the Munich-based start-up parcelLab when it comes to shipping communication. This offers an efficient technology for communication during the dispatch of orders. Important delivery events or deviations are identified and Weltbild customers are informed immediately.
After just under a year, the cooperation partners are now drawing a positive interim balance: With this solution, Weltbild has increased customer satisfaction on the one hand and was able to significantly reduce customer service costs on the other. Shortly after implementation, the number of customer enquiries about the whereabouts of sent parcels fell by 7.5 per cent.
Shipping is the most emotional phase of the customer journey
"For many customers, shipping is the most emotional phase of the customer journey. After the purchase, people want to finally hold their novel, pillow or new tablet in their hands and are therefore very receptive to status messages. A retailer that proactively keeps its customers up to date and thus doesn't let the shopping experience drop off scores points here," says Tobias Buxhoidt, founder and CEO of parcelLab.
Weltbild scores with individual customer care right to the door
"Thanks to parcelLab, we were able to make customer communication even more transparent. Weltbild now focuses on its customers throughout the entire customer journey. This gives them an all-round good shopping experience," says Weltbild CEO Christian Sailer. "The active and continuous communication around shipping increases customer satisfaction and creates higher customer loyalty."
Weltbild acts even before a customer enquires in customer service and uses parcelLab to identify important delivery events or deviations. If a parcel is delayed, the company writes directly to the customer. This reduces the workload of the customer service staff, who have more resources available for other matters.
Through its partnership with parcelLab, Weltbild has already achieved the following successes:
- Reduction of customer enquiries by 7.5 %
- Mail open rate of 75 % and a click through rate (clicks on the links contained in the mail) of 25 % .
- A return reduction of up to 5 %
More information: Case Study on the parcelLab website or here as PDF.
About Weltbild:
Weltbild as one of the largest multi-channel booksellers and with 83 percent the best-known book retail brand in Germany (BrandIndex 10/2014) offers customers a special shopping experience via online shops, direct marketing, own shops and social networks. The Weltbild brand has its roots in a publishing house of the Catholic Church founded in 1948. Weltbild stands for advice, knowledge, entertainment and attractive prices. Only at Weltbild are exclusive books and top titles from the bestseller lists available as low-priced Weltbild editions.
The theme worlds of the Weltbild assortment combine publishing products and selected non-media assortments around the focal points of gifts, ideas and advice. The Weltbild umbrella brand becomes a multi-channel marketplace and enables shop-in-shop strategies for own brands such as Jokers (modern antiquarian bookshop) and bücher.de (online bookstore) as well as brands of cooperation partners with complementary product ranges. In the future market of digital reading, Weltbild, as co-initiator and co-founder of the tolino alliance, is one of the leading providers and has over two million eBooks on offer. Online at weltbild.de, jokers.de and buecher.de, in social networks, in catalogues and in the branches, many millions of Weltbild customers can choose from over ten million articles. Weltbild's online shop received the award "Germany's Best Online Shop 2017" (3rd place generalists with branch network). More information can be found at: www.weltbild.com.
The sole shareholder of the Weltbild Group is the Droege Group consulting and investment company based in Düsseldorf, Germany.
About parcelLab:
parcelLab offers online shops efficient technology and implementation for successful post-purchase communication. The aim is to provide shoppers with interesting information throughout the entire shipping process and thus create an optimal shopping experience. Important delivery events or deviations are identified and sent individualised as an email, SMS, message via Facebook or within the retailer app. In this way, companies strengthen customer loyalty and can use further upselling potential by directing online shoppers back into the shop via specific messages.
The Munich-based start-up was founded in 2014 by Anton Eder, Tobias Buxhoidt and Julian Krenge. Today, over 25 employees work for more than 300 international retailers in 32 countries and 18 languages.
Press contact:
Eva Großkinsky
Head of Corporate Communications, Weltbild
Tel.: +49 (0)821 7004 5555
E-mail: eva.grosskinsky@weltbild.com
Saskia Müller
PR & Events
Tel.: +49 (0) 178 342 15 67
E-mail: parcellab@saskiamueller.com
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