German retailer MediaMarktSaturn has introduced personalised communications for customers during the shipping process in a bid to boost repeat purchases.
The electronics giant worked with ParcelLab to introduce automated, branded emails for customers to inform them of the status of their order during transit. It sends the shipment data to ParcelLab which combines this with shipping information from the logistics partner and automatically sends an email.
As well as reducing call centre workloads, the retailer can also use the channel to offer discount vouchers or product recommendations to encourage repeat purchases.
According to ParcelLab, the process has created an additional 3.53 million interactions with customers, while the shipping emails have an open rate of 71%.
MediaMarktSaturn chief digital officer Marius Luckemeyer said: “parcelLab has developed an easy solution to improve the customer experience for the shipping process.
“Already we’re seeing this through an increase in loyalty and more repurchasing. Together with parcelLab, we have created an additional communication and marketing channel that is very well received by our customers. In a nutshell, our customers now remain our customers.”
