Case Study: Hibbett Sports achieves a better customer experience with Narvar

Hibbett Sports Ups their Customer Service Game with Narvar

Hibbett Sports, a long-time athletic footwear and apparel retailer, launched its ecommerce business with a strong focus on customer experience but needed a modern way to keep shoppers informed beyond the purchase. To create a streamlined post-purchase experience, Hibbett Sports turned to Narvar for support with order tracking and customer communications.

Narvar implemented a branded tracking page, automated shipment/delivery/delay notifications, and marketing assets on the tracking page to promote new releases and loyalty. The results were strong: notification opt-in reached 35.8% versus 20.5% before, on-page marketing assets achieved a 12.5% CTR, and contacts per order dropped by more than 20%, reducing pressure on Hibbett Sports’ customer service team.

Hibbett Sports

Bill Quinn

VP of Digital Commerce