How did Lalalab measure its post-purchase ROI
thanks to transparent and granular data
Challenge & Solution
The challenge
Improving customer satisfaction by making the post-purchase process more fluid, transparent and reassuring.
Measuring the post-purchase business impact by linking the quality of follow-up to loyalty and repurchase.
The solution
Centralize delivery tracking to manage transport performance and customer experience.
Automate proactive notifications for reduce tickets “Where is my package?” and Relieve the support.
The impact of Shipup
100%
visibility on post-purchase ROI
The challenge: mastering the post-purchase experience and its business impact
With strong growth in order volumes, Lalalab was facing an increase in tickets linked to delivery tracking and a lack of visibility on transport performance.
The challenge was twofold:
- Improving customer satisfaction by making the post-purchase process more transparent and reassuring.
- Concretely measure the return on investment (ROI) of each post-delivery interaction, by correlating the quality of follow-up to loyalty and repurchase.
“Shipup highlights purely business impacts, including the increase in revenue to which the solution contributed, as well as its positive impact on customer service.”
The solution: data management and proactive notifications with Shipup
Thanks to Shipup, Lalalab has set up a delivery follow-up 100% centralized and measurable :
- Reduced tickets “Where is my package?” thanks to proactive multi-channel notifications.
- Precise post-delivery NPS measurement and customer satisfaction according to the carrier.
- Analysis of returns and repurchases to connect experience and business performance.
Result: less friction, more visibility, and a measurable ROI on the customer experience.
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Lalalab is an e-retailer specializing in the development and printing of photo memories, with the mission of making digital moments tangible. It offers products such as prints, photo books, photo accessories and many others, accessible via a mobile application or a website.
FAQ
No, the extension is simple and ready to use. It can be installed in 2 clicks and is integrated into the daily life of your teams without the need for training. Your agents access package information without leaving their CRM, in complete autonomy.
The Chrome extension is compatible with all tools accessible via a browser: Zendesk, Gorgias, Easiware, Salesforce, Freshdesk, etc. You just need to use Google Chrome to take advantage of it. No technical integration is required.
All the essential data to process a WISMO ticket: delivery status, carrier events, notifications sent, delivery address, order number and tracking. The extension automatically detects the customer's email in the ticket to show this information.
Your agents can search the extension manually, by simply entering the customer's email or an order number. They then have access to the same tracking information in a few seconds.
