Case Study: FARFETCH enhances post-purchase customer experience with parcelLab

Farfetch cuts delivery-related contacts by 30-40% with parcelLab

Farfetch, a global luxury fashion marketplace, faced the challenge of providing a consistent and seamless post-purchase experience due to its complex logistics network involving numerous international carriers and customs processes. This disjointed journey after checkout did not match their high-quality pre-purchase experience. To regain control over customer communications and tracking, Farfetch partnered with parcelLab, utilizing their platform and Campaign Manager service.

parcelLab implemented a solution that consolidated all tracking information into a single platform, providing customers with real-time updates and the ability to adjust delivery options. Using parcelLab's Campaign Manager, Farfetch could target specific customer segments with tailored messaging. The results were significant, including a 79% rate of customers returning to the website via tracking, a 30-40% reduction in delivery-related contacts, and a high volume of positive feedback on the new communications.

Farfetch