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How Hotel Chocolat is using delivery information to improve the customer experience

Image courtesy of Hotel Chocolat

Hotel Chocolat is providing more information about deliveries as it looks to improve its shoppers’ online experience. 

The multichannel chocolatier is working with operations experience management platform ParcelLab to improve its customers’ online experience at a time when they have been doing more of their shopping online over the last year. 

Hotel Chocolat, which sells online and from more than 140 shops, has seen its ecommerce grow fast during the pandemic to the point where more than 50% of sales now start online, and it has more than three million customers on its database. 

Now it will be sending delivery updates by email as well as push notifications to members of its loyalty club members who use its app, using ParcelLab technology. The partnership will also see the launch of a Hotel Chocolat order status tracking page both online and on its app in order to keep shoppers informed. The page will also feature recommendations and suggestions alongside content and advice. 

Martin Bell, ecommerce director at Hotel Chocolat, says: “Despite the challenging circumstances, the last 15 months has seen our ecommerce business go from strength to strength. It has demonstrated how important it is that we continue to invest in the online experience making improvements and creating even stronger relationships with our customers. While we are delighted to welcome customers back in store, the desire for an exceptional online experience will remain, and being able to provide these through our partnership with parcelLab will prove vital in driving long-term customer loyalty.”

Tobias Buxhoidt, founder and chief executive of ParcelLab, says: “The past 15 months has seen an extreme shift to ecommerce, which brands have had to respond and adapt to. For Hotel Chocolat, being able to bring the magic of the luxury chocolatier experience to customers – no matter how they are engaging with the brand – is hugely importantly, and we’re excited to help them achieve this.

“From being proactive in sending delivery updates to a customer who has ordered a gift, to leveraging the opportunities provided through post-purchase communications, these are critical aspects for ensuring the online experience is a positive one and sit at the heart of what we do at parcelLab. We’re looking forward to supporting Hotel Chocolat as it responds to shifting customer habits, enabling the brand to continue providing positive experiences that create differentiation, build loyalty and ultimately drive greater revenue.”

Hotel Chocolat is a Top50 retailer in RXUK Top500 research.

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