How PacknWood
automated 70% of their
customer support using
order status notifications
0
%
increase in post-purchase customer engagement
$
0
recovered through refunds
About PacknWood
Key Challenges
How did the LateShipment.com suite of products fix these problems?
PacknWood uses LateShipment.com’s branded tracking page to display shipping information including estimated delivery date, carrier, and service type. The order tracking page not just helps end customers track their order on a whim, but also redirects traffic to their website back, increasing engagement touchpoints.
Packnwood added three delivery status notifications and two delivery exception notifications to their order delivery lifecycle – Shipped, In Transit, Out for Delivery and Shipment Delivered, In-transit with delays & Failed deliveries. Along with these updates, PacknWood also added cross and upselling campaigns to their Klaviyo email notifications, increasing repeat purchases.
Avg open rate 65%
Avg click-through rate 7.5%
PacknWood uses Gorgias as their customer support tool. With LateShipment.com’s capability to proactively alert support agents for critical delivery issues and provide contextual order tracking information; they could elevate their customer satisfaction score.
LateShipment.com has tracked an overall shipment volume of 100,000 shipments, including sales channels and external marketplaces such as amazon.
By using LateShipment.com, PacknWood has observed average delay rates and late delivery count on two of the major carriers used by them. Here are the observations:
Overall Late Delivery Count 12,438
Overall Late Delivery 12.41%
With the help of LateShipment.com’s Parcel Audit and Shipping Refunds Solution they were able to recover a total of $1243/- through refunds, and a potential of $26,203/- through refunds for late deliveries in the last three months.
LateShipment.com’s Parcel Audit and Shipping Refunds also gave them better visibility and transparency with what going on under the hood of shipping operations
