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About
Leading French supermarket e-tailer
Discover how a leading French supermarket e-tailer achieved a 40% reduction in contact rate and increased customer service call response rate from 38% to 96%.
Shipup impact
+40%
reduction in tickets
+58%
increase in customer service call response rate
100+
admin users able to access the Shipup platform
The Challenge: Managing Growing Customer Inquiries
Before implementing Shipup, our client– a major French supermarket chain– struggled to handle increasing customer inquiries about order status. Customers often reached out to support, seeking updates on their deliveries, which led to a high volume of repetitive queries.
As the supermarket’s online sales grew, the home delivery team struggled to manage the rising inquiries efficiently. This resulted in an overburdened support team and a high contact rate.
The e-tailer also lacked a centralized overview of their carrier activity, making it difficult to get an accurate overview of their performance.
Our Solution: Reassuring Incident Alerts Sent Proactively
The F&B leader was empowered to take control of its post-purchase communication with Shipup, resulting in a 40% reduction in the contact rate. By proactively sending customers emails in the event of delivery issues such as delays, their support team can now focus their efforts on more value-added tasks, beyond redundant WISMO queries.
Case in point: the customer support team call response rate jumped from 38% to 96%, with agents’ time finally freed to advise customers on more complex issues their facing.
Additionally, with a unified view of carrier performance, the e-tailer can now quickly evaluate their delivery partners using Shipup's impartial data. This valuable insight enables them to renegotiate contracts effectively and reduce costs.
Results we are proud of
"By unifying our post-purchase communication, we gave our customers autonomy over order tracking. With Shipup, we reduced our customer support contact rate by 40%, and gained visibility into our carriers' performance."
Learn more about Shipup's product suite
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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Optimize operations
Empower your support team with centralised delivery information, real-time shipping alerts, and hassle-free claims automation.
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Increase revenue
Drive loyalty, increase repeat sales, and captivate your customers with personalised, data-powered delivery experiences.
Book a demoRetain customers
Ease your return process and collect feedback automatically to improve support and retain revenue.
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