Withings

How Withings increased its ROI by 350% with Shipup
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About

Withings

Discover how Withings increased its ROI by 350% with Shipup, while alleviating customer support with 600 tickets handled automatically, a 5% decrease in ticket requests, and a boost in customer satisfaction with an NPs of 63 - over 20% above the eCommerce average.

Product used

Industry

Health

Shipup impact

+350%

ROI related to customer support efficiency

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+600

tickets handled automatically

+3X

feedback collected

The Challenge

As a premium HealthTech e-tailer, Withings sought to offer an exceptional post-purchase experience that lives up to customers’ high expectations.

With data-driven products conceived to work together, the HealthTech e-tailer wanted to give a fantastic first impression that would encourage customers to repurchase across its entire ecosystem.

Last but not least, Withings wanted to alleviate the burden on its customer support teams by reducing requests related to delivery.

Our Solution

By sending out automatic email updates proactively informing customers about delivery issues, Withings boosted its customer support team's efficiency all while reassuring customers about their order.

With branded feedback forms sent automatically upon delivery, the HealthTech e-tailer was able to continuously improve upon their post-purchase experience and measure their NPS. With customers led to Trustpilot upon survey completion, the HealthTech e-tailer was also able to increase the number of comments on the review website, further enhancing its legitimacy.

"We increased our ROI by 350% with Shipup's proactive notifications sent automatically after purchase."

Results we are proud of

Withings saw a 350% increase in ROI thanks to Shipup’s proactive notifications. With 600 tickets handled automatically, not to mention a 5% decrease in ticket volume over a 1 year period, their customer support team was able to focus their efforts where it matters most. Withings obtained an exceptional NPS of 63– over 20% above the eCommerce average– due to consistent and proactive communication. The online retailer boosted the number of reviews on Trustpilot X3 following the implementation of Shipup’s feedback surveys.

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"We increased our ROI by 350% with Shipup's proactive notifications sent automatically after purchase."

Ugo Paties

Customer Operations Specialist @ Withings

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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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