Case Study: New Look reduces WISMO inquiries and boosts loyalty with parcelLab

New Look reduces WISMO inquiries by 20% with parcelLab

New Look, a leading UK fashion retailer, sought to enhance its post-purchase experience to improve customer engagement and reduce the burden on its internal support teams. To address this challenge, they partnered with the vendor parcelLab to implement its post-purchase platform, aiming to provide more personalized and timely communication throughout the delivery journey.

parcelLab provided a solution that delivered proactive, branded updates and personalized product recommendations directly to customers. This resulted in a 20% decrease in WISMO (Where Is My Order) inquiries, an increase in email open rates, and generated additional revenue through tailored upsell opportunities, thereby strengthening overall customer loyalty.

New Look