How ba&sh reassures its customers
thanks to complete visibility of orders
@ba&sh
Challenge & Solution
The challenge
Optimiser l’efficacité du support client sur le post-achat, en réduisant le traitement manuel des tickets liés à la livraison et aux retours, qui représentent 42 % de l’ensemble des demandes support.
Reduce the stress of waiting for a package by giving reliable information in real time.
The solution
Automate notifications to prevent delays and avoid customer frustration.
Lighten the support burden by reducing the number of “Where is my package?” tickets and give back time to the teams.
The impact of Shipup
+20%
visibility on delivery tracking
2
minutes éconimisées par ticket
61%
des demandes désormais traitées sous 24h
“I have received very positive feedback from our customers who have told me that it is great that we are keeping them informed and that we are really proactive throughout the delivery.”
The challenge: Improving the visibility of orders after purchase
Waiting for a package can be a stressful experience. ba&sh wanted42 % des tickets support sont liés au post-achat. Un volume conséquent de demandes répétitives, principalement autour du suivi de colis, des retards, des incidents transporteurs et des retours, qui mobilisait fortement les équipes relation client.
L'attente d'un colis peut être une expérience stressante. ba&sh a voulu reassure customers about their package, whether it's a special gift for a loved one or a simple purchase for yourself.
How? By giving customers total visibility on the status of their package, from delivery to returns.
The solution: proactive post-purchase communication
With Shipup, the relationship team of Ba&Sh Move from a reactive to a truly reactive approach proactive of the customer relationship.
Thanks to our smart notifications, customers are automatically notified in the event of a delay, a delivery problem or when a package is waiting at the collection point.This early communication allowsavoid frustrations, of considerably reduce the volume of “Where is my package” tickets, and of Giving back time to the support teams to focus on exchanges with high added value.
As pointed out Houzmah Golaup, Deputy Customer Relations Manager at ba&sh, these proactive emails have become a An essential driver of satisfaction and loyalty : informing the customer before they worry reinforces trust and brand image.
Discover the other testimonies
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Ba&sh is a French fashion brand founded by Barbara Boccara and Sharon Krief, recognized for its chic, modern and feminine ready-to-wear collections. It combines Parisian elegance and casual style, with versatile pieces that reflect a contemporary and free spirit, created “by women, for women.
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