How Faguo divided its delivery tickets by 2
with proactive and personalized delivery notifications
Challenge & Solution
The challenge
Lack of proactive visibility: Faguo could not anticipate or quickly inform its customers in case of delivery delays or problems, creating frustration and loss of trust.
High support load and not very personalized experience: With only one full-time person and the occasional support of two people, Louise and her team spent a lot of time manually managing a large volume of delivery-related tickets.
The solution
Proactive notifications & Zendesk integration: Shipup centralizes carrier tracking and automatically alerts Faguo in case of standard or severe delays, while giving customer service direct access to package information in Zendesk. The result: fewer tickets and a gain of precious time for Louise.
Delivery journey aligned with the brand mission : Personalized emails and follow-up pages reflect Faguo's premium identity and ecological commitment (e.g. tree planted by product), transforming an anxiety-provoking step into a positive and differentiating image driver.
The impact of Shipup
2X
fewer delivery-related tickets
+12%
open rate on post-purchase emails
Time savings
in resolving customer tickets thanks to the Zendesk integration
The challenge: streamline customer communication and ensure the transparency of deliveries
Before collaborating with Shipup, Faguo faced several obstacles in order to offer an optimal post-purchase experience to its customers. Faguo customers, individuals buying directly on its site, expected a smooth and reassuring delivery process. However, meeting these expectations was complex:
→ A delivery that matches their products : being a premium brand with an average basket of €100, Faguo customers expected regular updates to ensure that their orders were taken care of.
→ Limited visibility into delivery processes : Faguo had difficulty reacting proactively in the event of a delivery problem, which generated dissatisfaction.
→ Lack of personalization : the existing tools did not allow notifications and the tracking page to be customized to reflect Faguo's brand identity and ecological commitments.
→ Lack of time : being alone on her desk, Louise, in charge of customer service at Faguo, did not have time to deal with the flow of customer requests related to delivery problems.
These challenges were compounded by the impact of social networks, where a poor delivery experience could quickly tarnish a brand's reputation. Over the past decade, there has been a 45% increase in customer complaints on social networks.
Faguo's objective was clear: to improve the transparency of deliveries, to reduce the workload of its customer service team, and to create a personalized delivery journey that reflects its ecological mission.
“We save valuable time in resolving customer requests because we don't need to juggle multiple tools.”
The solution: a complete post-purchase experience with Shipup
Increased customer service efficiency
Integrating Shipup with Zendesk simplified Faguo's support operations. Faguo customer service agents can access detailed customer information when they contact them directly from the Zendesk ticket, saving valuable time. It is no longer necessary to connect to our back office, then to the carrier's site to consult the customer's follow-up.
Proactive communication
With Shipup, Faguo has gained total visibility on the delivery journey, allowing proactive communication with its customers. Notifications have been put in place for standard and severe delays, ensuring that customers are informed and reassured:
→ Standard delay notifications keep customers informed of minor issues
→ Severe delay alerts encourage the Faguo team to intervene and personally reassure customers. This two-tier approach has reduced customer concerns while reducing the number of customer support tickets.
Personalized notifications aligned with the brand
Shipup's flexible notification system allowed Faguo to integrate its brand identity and mission into every communication. For example:
→ 'Package shipped' delivery emails highlight Faguo's ecological initiatives, such as planting a tree for each product sold.
→ Other delivery notifications, as well as those related to returns, reinforce the transparency and the brand's commitment to carbon neutrality.
By aligning delivery updates with its core values, Faguo has transformed functional interaction into a brand enhancement opportunity. With a opening rate of 47%, Faguo delivery emails are consulted 12% more than standard emails for e-commerce.
Data-based enhancements
The analyses provided by Shipup allowed Faguo to refine its delivery promises. For example, an increase in delay notifications revealed deadlines that were too optimistic for a carrier. By adjusting its estimates, Faguo reduced customer frustrations and strengthened its reliability.
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Faguo is a French clothing, footwear and accessories brand committed to fighting climate change. Certified B Corp and a company with a mission, it works to reduce its carbon footprint, promote the second life of products and guarantee total transparency.
