How Easypara reduced 1-star delivery reviews by 50%
By sending automated post-delivery questionnaires
Challenge & Solution
The challenge
A significant portion of customer dissatisfaction came from the delivery phase, generating negative reviews and repeated requests like “Where is my order? ”.
Ce lack of visibility and proactivity damaged Easypara's reputation, as customers associated carrier issues with the brand itself.
The solution
Implementation of proactive and personalized communicationand at each stage of delivery tracking thanks to Shipup.
Automatic collection of customer returns as soon as the package is received (integrated into Typeform), making it possible to anticipate negative reviews and to increase satisfaction.
The impact of Shipup
-50%
reduction in 1-star delivery reviews on Trustpilot
+6 pts
5 star reviews
88%
5 star reviews on Trustpilot,
“In the parapharmacy industry, listening to the customer is essential: understanding their expectations means offering them an experience that meets their expectations.
With Shipup, we stay connected throughout the delivery, meeting its needs for transparency and reassurance.
The result: a strengthened relationship and more positive opinions.”
The challenge: delivery, the black spot in customer reviews
Despite a successful site and a loyal customer base, Easypara faced a key challenge: a Some of the customer dissatisfaction occurred after the purchase during the delivery phase.
Of negative reviews on Trustpilot, a NPS delivery perfectable, and a high proportion of requests such as “Where is my order?” altered brand perception, often due to a lack of visibility on the package.
Because in case of a problem, it's the brand that is held responsible, not the carrier. In the eyes of the customer, the delivery experience is an integral part of the Easypara experience.
Easypara should Take control of this decisive step to secure customer satisfaction and protect your online reputation.
The solution: A proactive and personalized post-purchase experience
Easypara chose Shipup to deeply improve the customer relationship after the purchase click. Thanks to the integration of the solution, the team was able to:
- Collect feedback from customers who are dissatisfied with their delivery before they turn into unfavorable public notices on platforms like Trustpilot.
- Customer returns are processed automatically upon receipt of the package, directly in the delivery email, thanks to an integration with Typeform.
- Set up automatic, proactive, reassuring and personalized notifications at every stage of delivery.
- Offer a Real-time parcel tracking, in line with the brand's universe
Discover more testimonies
Easypara, leader in online parapharmacy in France, offers a wide range of health, beauty and well-being products. It is distinguished by its proactive approach to delivery.
