LAPG

How LA Police Gear Saved $200K In Support Costs By Optimising Post-Purchase Engagement

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lift in post-purchase engagement

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Incremental sales generated in 6 months

About LA Police Gear

LA Police Gear is a leading tactical gear and apparel brand that serves as a one-stop shop for all things related to police, military, camping, survival, and miscellaneous everyday carry gear. They cater to multiple professions and purposes, like police, military, private security, emergency medical services, and even outdoor recreation, be it tactical pants and shirts to holsters and first aid kits.

LA Police Gear is known for its commitment to providing excellent customer service, competitive prices, and speedy shipping.

Company Specifics

Industry

Apparel / Tactical & Outdoor gear

Based out of

Valencia, California

Shipping Carriers

Integrations




Challenge 1 – Tracking visibility and rising WISMO tickets

Customers were left guessing when shipments slowed down or hit a snag. Every delivery issue became a “Where is my order?” ticket, overloading the support queue, damaging CSAT, and incurring valuable costs.

By sending notifications through LateShipment.com, we may have already stopped the customer from even needing to contact us and saved around the $200,000 range in support costs. But when the customer does need to contact us, those details are still right there for customer support to use. Another huge advantage is that the emails are branded LA Police Gear and include promotions, offers, and links back to our website. And it’s been very helpful.
– Ryan Batenhorst | Operations Manager LinkedIn Image WWW
Ryan Batenhorst | Operations Manager

The Solution

  • Real-time sync of order data through BigCommerce: By connecting BigCommerce as an order data source, LateShipment.com enabled LA Police Gear to effectively manage tracking and delivery communications. This ensured their customers were kept informed throughout the entire order journey, eliminating confusion and frustration.
  • Automated shipping updates through Listrak and Attentive: Proactive shipment updates through email notifications kept customers in the loop, significantly reducing WISMO inquiries. These notifications included detailed information about the items being shipped, providing customers with a seamless and informative delivery experience.
  • Automated delivery exception notifications: Flagging alerts for delays and other delivery errors, the instant they occur, and pushing proactive exception emails translated to real savings, roughly up to $200K per year in support costs.
  • Proactive post-purchase customer Support on Gorgias: Provided support agents with real-time updates and alerts inside Gorgias to proactively address customer grievances.

The Impact

$
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K

saved in support costs

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%

Reduction in WISMO enquiries

Challenge 2 – Missed branding and cross-selling opportunities

The default carrier pages were disconnected from the LA Police Gear branding or merchandising, leaving easy revenue on the table.

The Solution

  • Branded shipping notifications: All email and SMS updates reflect LA Police Gear’s branding, reinforcing a cohesive, professional image and building trust by turning every routine alert into a seamless, on-brand experience.
  • On-brand tracking page: A mobile-first page that mirrors LA Police Gear’s look & feel with functional information, such as aggregating every shipment event in one place, and promotional information such as personalized product recommendations based on their recent purchase.
  • Personalized product recommendations on tracking pages: Dynamic widgets surface complementary gear and best-sellers, funnelling shoppers back to the site even before delivery.

The Impact

0
%

lift in post-purchase engagement

$
0

Incremental sales generated in 6 months

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Wild
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