Case Study: Coolblue achieves 30% reduction in return rates with Selligent Marketing Cloud

E-commerce retailer Coolblue reduced return rates by 30% utilizing a dynamic, post-purchase “tips” campaign, powered by Selligent

Coolblue, a fast-growing Dutch e-commerce retailer known for its customer-first ethos, faced rising customer service costs and product returns after rapid growth. Internal research showed many issues came from customers not understanding how to use products (e.g., SSD installation questions, suitcase lock problems), so the company aimed to boost satisfaction while cutting service and return costs.

Using Selligent, Coolblue launched an automated, day-of-delivery “Tips after Purchase” campaign that sent personalized tutorials, installation guides and follow-ups for thousands of products. The program reached up to 20% of customers daily, cut contact rates by 90% and returns by 30%, improved NPS by two points, and delivered the highest monthly conversion revenue among their event-driven email campaigns.

Coolblue

Alexandra Stuij

Coolblue