![]() If a parcel is delayed, the company writes directly to the customer. ![]() Weltbild acts even before a customer enquires in customer service and uses parcelLab to identify important delivery events or deviations. "The active and continuous communication around shipping increases customer satisfaction and creates higher customer loyalty." This gives them an all-round good shopping experience," says Weltbild CEO Christian Sailer. ![]() Weltbild now focuses on its customers throughout the entire customer journey. "Thanks to parcelLab, we were able to make customer communication even more transparent. Weltbild scores with individual customer care right to the door 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. 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. "For many customers, shipping is the most emotional phase of the customer journey. Shipping is the most emotional phase of the customer journey Shortly after implementation, the number of customer enquiries about the whereabouts of sent parcels fell by 7.5 per cent. ![]() 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. ![]()
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March 2023
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