Success Stories BBG: Shipping updates reduce customer inquiries at BBG by 24%

Shipping updates reduce customer inquiries at BBG by 24%

Increase customer satisfaction and reduced inquiries with our platform

About BBG

As an online shop in a crowded market, BBG wanted to stand out and leave a lasting impression on their customers. The team aimed to achieve this by delivering a recognizable customer experience with seamless and personalized messaging. They hoped that this would also reduce the amount of inbound customer inquiries received.

Products Used

Engage

Platform

Industry

Electronics & Media

parcelLab Impact

24%

Fewer Inquiries

88%

Unique Email Open Rate

12

Different Languages

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The Challenge

Before our partnership, BBG had minimal customer communication post-checkout, leading to an increased volume of inquiries. As an international online store, BBG required a solution that was multilingual and globally connected. Despite our being a start-up, BBG recognized the potential in our platform and chose to collaborate with us.

The Solution

Utilizing our platform, BBG efficiently handles customer communications in 12 languages, offering real-time shipping updates. A live order status page integrated on BBG’s website ensures customers stay informed. The communications are brand-specific and personalized, fostering elevated customer loyalty.

The Result

Utilizing parcelLab's platform, BBG has achieved a 24% reduction in customer service requests, thereby decreasing both the workload and operational costs for the support team. The comprehensive dashboard provided by parcelLab offers the team enhanced insights into key performance indicators.

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We recognize that only satisfied customers return and become loyal customers. The delivery process certainly has an extensive influence on customer service inquiries.