Success Stories SportsAndMore: 18% fewer “Where’s my order?” Emails

18% fewer "Where's my order?" Emails

About SAM's

SportsAndMore (SAM), an online store for sporting goods and clothing, has been using parcelLab's solution for two years. This came about in a roundabout way: The ERP software company 4Sellers has already been working with SportsAndMore for almost ten years and also had an existing partnership with parcelLab. Due to the positive experience with parcelLab, 4Sellers acted as a quasi interface and recommended the parcelLab solution to SAM.

Products Used

Engage

Retain

Platform

Industry

Toys, Hobby & DIY

parcelLab Impact

28

Countries

3.4

New Touch Points

70%

Unique Open Rate

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THE CHALLENGE

During the initial lockdown in March 2020, SportsAndMore, along with numerous other e-commerce retailers, struggled to manage the surge in customer orders and associated inquiries. The majority of questions centered around delivery times, but that wasn’t the actual issue. The real challenge was the manual handling of these inquiries, which consumed significant company resources. Unanswered emails and unavailability over the phone resulted in unhappy customers voicing their dissatisfaction through online reviews—a nightmare for any brand.

THE SOLUTION

Automated and Customizable Communication

Utilizing parcelLab’s adaptable post-purchase communication, SportsAndMore now has the flexibility to determine the timing and manner of communication with its customers.

Facing delivery delays? It’s manageable. Customers receive automatic notifications through dispatch delay emails. Even when shipping providers encounter issues, SAM retains direct control over communication lines. This approach not only reinstates the team’s control but also enables them to proactively propose solutions.

The outcome is a base of well-informed, content customers and enhanced analytical tools for managing delivery communications.

The Result

SportsAndMore customers are now able to access all information they need without having to call in. The team experienced a significant increase in positive customer reviews, up to 70% email open rate, and a decrease in customer inquiries via email and chat by 18% and calls by as much as 26%.

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One impact we didn’t even have on our radar before was the many positive customer reviews we’ve received since we started using the parcelLab solution. In particular, they praise the communication during shipping. In addition, many write that the process and communication about it worked so smoothly and easily that they are happy to buy from us again. That shows us how important post-purchase communication is for customer loyalty as well.

Marco Hörmann

IT Manager