How Faguo divided its delivery tickets by 2
with proactive and personalised delivery notifications
Challenge & Solution
The challenge
Lack of visibility: Faguo could not anticipate or inform its customers when delivery delays or issues ocured, creating frustration and loss of trust.
High support load and lack of personalisation: With a small team, Louise spent a lot of time manually managing a large volume of delivery-related tickets, which proved unsustainable in the long term and detracted from value-added tasks.
The solution
Proactive notifications & Zendesk integration: Shipup centralises carrier tracking and automatically alerts Faguo in the event of of standard or severe delays, while giving customer service direct access to package information in Zendesk. The result: fewer tickets and precious time saved for Louise.
Delivery experience aligned with the brand mission: Personalised emails and trackin pages eflect Faguo's premium identity and ecological commitment (e.g. tree planted by product), transforming an anxiety-provoking stage into a positive and differentiating experience.
Shipup impact
+12%
email open rate compared to the e-commerce average
-50%
fewer support tickets related to delivery compared to the average
Time saved
in resolving customer tickets thanks to the Zendesk integration
The Challenge: streamline customer communication and ensure the transparency of deliveries
Before using Shipup, Faguo faced growing pressure to deliver a premium post-purchase experience that matched the quality of its products. Their retail customers expected a smooth, transparent, and reassuring delivery process. But meeting that expectation was challenging:
→ Customers demanded a high-touch delivery experience aligned with Faguo’s premium positioning (average order value ~€100), including regular, proactive updates.
→ Limited visibility into delivery processes: Faguo had difficulty reacting proactively in the event of a delivery problem, which generated dissatisfaction.
→ Lack of personalisation: the existing tools did not allow notifications and the tracking page to be customised to reflect Faguo's brand identity and ecological commitments.
→ Lack of time: with a small team, manually handling a high volume of delivery-related questions quickly became overwhelming.
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 goal was clear: improve delivery transparency, lighten the workload of their customer-service team, and create a personalised delivery experience that aligns with their ecological mission.
“We save valuable time in resolving customer requests because we don't need to juggle between 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.
Personalised 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 brand specializing in clothing, footwear, and accessories, committed to fighting climate change. As a certified B Corp and mission-driven company, Faguo works to reduce its carbon footprint, promote the second life of products, and ensure complete transparency.
