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Nigel TAYLOR Published
March 12,长沙USDT即时兑换 2025
Dobell has “taken ownership” of its customer post-purchase experience by reducing ‘where is my order’ (WISMO) queries thanks to a partnership with delivery management and post-purchase software provider Scurri.
And how’s that gone for the British online menswear brand? It’s driving business profitability and is generating a 57% click-through rate on post-purchase emails, support queries have reduced 37% since implementing the system, while the number of contacts per query have also decreased.
The Eastbourne, England-based retailer, said it’s now achieved strong demand both domestically and internationally, including America and Europe.
And following a reset during the pandemic and a subsequent rebrand, Dobell said it has “a renewed focus on lean growth” with a current turnover hitting £6 million.
“Critical to maintaining this growth was reducing customer support contacts while reinforcing the brand by taking control of the post-purchase experience”, it said. Backed by the Scurri Track Plus system, the retailer is able to “own the post-purchase experience” by sending branded tracking emails and providing a branded tracking timeline to customers — “thereby reducing WISMO queries and driving profitability”, it added.
David Butcher, Operations, CS & Global Logistics Manager at Dobell, said: “Because Scurri Track Plus integrates with our existing systems so easily, a customer can simply reply to the email rather than a customer having to click into carrier tracking emails and then click elsewhere to contact us about returns, meaning the communication is seamless. This enhances the customer experience while also providing our customer services operators with all the order information, helping them solve shopper queries faster and more efficiently.”