How Withings increased its ROI by 350%
with automated delivery notifications and an optimized support team
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Challenge & Solution
The challenge
Offer a premium post-purchase experience and consistent with the Withings ecosystem.
Strengthen customer relationships from the first order and relieve the support teams.
The solution
Show ultra-accurate delivery times directly on the product sheets with Smart Delivery Estimate.
Replace standard carrier emails with personalized emails with Shipup email delivery notifications.
The impact of Shipup
+350%
ROI linked to support effectiveness
+600
tickets managed automatically
X3
Trustpilot reviews
“When a business deals with a topic as important as your health, it's critical that they provide a proactive customer experience that inspires confidence after the purchase, not just before.”
The challenge: A delivery experience that betrays the brand image
As a premium HealthTech player, Withings wanted offer a post-purchase experience that meets the high expectations of its customers.
With products designed to interact harmoniously, the brand wanted to make an impression from the first order and encourage customers to explore its entire ecosystem.
Withings also wanted to relieve its support teams by reducing delivery demands.
“Shipup's logistics dashboard shows us the real delivery experience of our customers.”
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The solution: Premium post-purchase communication
By sending automatic emails to proactively inform customers of possible delivery issues, Withings has not only increased the efficiency of its support team, but also rassured its customers on the follow-up of their orders.
With forms of Branded satisfaction sent automatically after each delivery, the brand was able to continuously refine the post-purchase experience and measure its NPS.
By redirecting customers to Trustpilot once the form was completed, Withings also multiplied the number of reviews on the platform by 3, thus strengthening its credibility and brand image.
On the logistics side, as Shipup tracks every event from merchant carriers, the logistics team at Withings is in a position to access neutral data on carriers via the Logistics dashboard.
For Withings, the most important metric that Shipup allowed them to track is the shipping time: the time it takes for a package to arrive, from order to delivery.
Discover the other testimonies
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WithingsWithings est une entreprise de technologie santé fondée en 2008, qui conçoit des objets connectés innovants pour améliorer le bien-être au quotidien : balances, montres, tensiomètres ou traqueurs de sommeil.
