Case Study: SportsAndMore reduces customer inquiries with parcelLab

Receive more positive customer reviews and fewer customer enquiries

SportsAndMore (SAM), an online sporting goods and clothing retailer, partnered with parcelLab after its customer service team was overwhelmed during the March 2020 lockdown surge. The main challenge was handling a flood of delivery-related inquiries manually, which stretched resources, led to unanswered emails and phone calls, and triggered negative online reviews. SAM had been using parcelLab’s Engage, Retain, and Platform products for post-purchase communication.

With parcelLab, SportsAndMore implemented automated and customizable shipping communications, including dispatch delay notifications and proactive customer updates, while keeping control of customer messaging even when carriers faced issues. The results included up to a 70% unique email open rate, 18% fewer “Where’s my order?” emails and chat inquiries, and 26% fewer calls, along with more positive customer reviews and stronger customer loyalty.

SportsAndMore

Marco Hörmann

IT Manager