Case Study: Loverboy improves post-purchase CX and reduces order inquiries with parcelLab

How Loverboy Is Customizing CX

Loverboy, a premium better-for-you alcohol brand, faced the challenge of ensuring a premium customer experience despite supply chain and production delays that were beyond its direct control. The company needed to reduce the high volume of "Where Is My Order" (WISMO) customer service inquiries and improve post-purchase communication. To address this, Loverboy partnered with the operations experience management provider parcelLab.

By implementing parcelLab's platform, Loverboy customized its post-purchase touchpoints with personalized tracking and notifications. This solution provided customers with more frequent and transparent communication on order status. The vendor's technology helped decrease order-related questions from the high hundreds to the lower hundreds, alleviating the workload for the customer experience team and improving the overall customer journey.

Loverboy

Kyle Cooke

Founder