About
PharmaPets
Discover how PharmaPets, an online pet pharmacy and wellness store, used Shipup’s real-time, branded delivery notifications to reduce support load, build trust, and boost retention.
Shipup impact
+57%
open rate on email delivery emails
‍
Drop
in customer support tickets related to delivery
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The Challenge: Operational Complexity Undermining Customer Trust
For PharmaPets’ clients, a delivery isn’t just a package—it’s their pet’s next meal or medication. A late order or missing update doesn’t just cause inconvenience; it creates real anxiety. That made the post-purchase experience mission-critical.
With many of their customers enrolled in their subscription service, customers count on timely, recurring deliveries. When a shipment is late or tracking is unclear, it disrupts routines and erodes trust.
But growing pains were creating friction:
- Inconsistent communication across dropshipping partners and carriers
- No real-time connection between shipping events and customer data in their Customer Data Platform (CDP).
- Lack of proactive support, with tickets related to delivery flooding in after issues occurred
PharmaPets needed a solution that could unify delivery updates, power proactive support, and preserve customer trust at every step.
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The Solution: Real-Time Visibility Meets Branded Delivery Experience
With their delivery emails boasting open rates nearly twice the industry average (57% vs. 31%), PharmaPets saw an opportunity to turn a functional moment into a powerful engagement channel. PharmaPets chose Shipup to transform delivery into a branded, reassuring touchpoint by integrating it with Gorgias and their CDP, enabling real-time monitoring, proactive issue alerts, and consistent updates across all carriers.
This enabled them to:
- Send personalized, on-brand notifications at each step of the journey, with FAQs, and links to support.
- Proactively notifying customers about delivery issues by linking shipping events to Gorgias, helping reduce inbound support tickets and alleviating pressure on customer service teams.
- Gain visibility into carrier performance to drive smarter logistics decisions.
Results we are proud of
"With Shipup, delivery updates are more than logistics—they’re moments of reassurance that keep customers coming back."
Learn more about Shipup's product suite
Drive engagement
Impress your customers with branded notifications, a custom tracking page, and proactive alerts that keep them informed, building loyalty and boosting repurchases.
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Increase revenue
Drive loyalty, increase repeat sales, and captivate your customers with personalised, data-powered delivery experiences.
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Optimize operations
Empower your support team with centralised delivery information, real-time shipping alerts, and hassle-free claims automation.
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