Success Stories Bergzeit: Inquiries decrease 21.5% due to shipping info

Inquiries decrease 21.5% due to shipping info

About Bergzeit

Bergzeit was founded by Klaus Lehner, whose passion for mountain sports was the driving force of the brand. The brand currently manages thousands of orders daily from across Europe. Operating in multiple countries and using several carriers meant that Bergzeit struggled with customer communication. In fact, their contact with the customer stopped after checkout, and their inquiry rate was growing. This was a significant issue for the team, who were keen to find a solution.

Products Used

Engage

Retain

Platform

Industry

Toys, Hobbies, & DIY

parcelLab Impact

21.5%

Fewer Inquiries

74%

Unique Open Rate

34

Countries

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THE CHALLENGE

Reduce Customer Inquiries

The products that are offered by Bergzeit experience seasonal fluctuations in popularity. This creates a logistical challenge. It also affects the customer service team, who can be overwhelmed with inquiries specifically during promotional events, such as Black Friday. In 2019, as peak season was approaching, Bergzeit decided to ask for parcelLab’s support to keep their customers informed throughout delivery and take the strain off their call center.

The Solution

Bergzeit utilizes the parcelLab platform to dispatch detailed and brand-specific shipping notifications to its customers, whether it’s a shipping confirmation, a delay alert, or a notification of failed delivery.

The Result

Utilizing our platform, Bergzeit successfully reduced shipping-related inquiries by 21.5% during Black Friday 2019. This enhancement significantly eased the workload for the customer service team during the peak season.

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By cooperating with parcelLab we offer our customers a service plus, because we give them more security during the shipping process. At the same time, we were able to reduce the number of shipping-related inquiries by 21.5% by Black Friday, which greatly relieves our teams.