Courir

How Courir reduced its contact rate by 50% with Shipup

About

Courir

Discover how Courir decreased their contact rate by 50%, reduced time spent on carrier claims 2X lower than the eCommerce average and boosted their email open rate to 60% with Shipup.

Product used

Industry

Apparel

Shipup impact

2X

lower contact rate compared to eCommerce average

50%

reduction in time spent on carrier claims

60%

post-purchase email open rate

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The Challenge

As a renowned shoe brand undergoing exponential growth, Courir wanted a post-purchase experience worthy of a leader.

Courir wanted to provide its customers with a familiar experience. The e-tailers sought for its brand- with its signature orange and black hues- to remain coherent throughout the entire customer experience, even during delivery.

An effortless experience was also required to achieve exceptional customer satisfaction. From questions about delivery status to initiating carrier claims, the iconic e-tailer sought to create seamless interactions at every stage of the post-purchase journey.

Our Solution

With fully branded email notifications and custom tracking page, Courir is able to keep customers in the Courir universe, and not that of third-party carriers.

Proactive email updates about delivery issues mean that customers aren’t left guessing about the status of their package, while an FAQ on the tracking page saves them the effort of contacting customer support.

Finally, surveys sent automatically after purchase allow customers to express their opinion about delivery, be it be good or bad, with customer support reaching out in instances of Courir’s choosing. Carrier claims are also pre-filled, saving both customers and support time.

Results we are proud of

Courir was able to reduce its contact rate 2X below the eCommerce average thanks to Shipup’s proactive notifications. With tracking pages visited 4 times on average, many customer calls were averted thanks to the dedicated FAQ Carrier claims were cut by an astounding 50%, empowering customers and Courir’s support team to regain control of their time.

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"The more proactive we are, the less likely our customers will be motivated to shop elsewhere and contact customer support - our contact rate has been lowered to ½ the eCommerce average since implementation!"

Graziella Kaeuffer

Customer Experience Director @ Courir

Learn more about Shipup's product suite

Optimize operations

Empower your support team with centralised delivery information, real-time shipping alerts, and hassle-free claims automation.

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Drive engagement

Impress your customers with branded notifications, a custom tracking page, and proactive alerts that keep them informed, building loyalty and boosting repurchases.

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