Case Study: New Look reduces WISMO inquiries with parcelLab
Key results
The challenge
New Look, a leading value-segment fashion retailer in the UK and Republic of Ireland, wanted to provide seamless post-purchase interactions that keep customers engaged. The brand aimed to reduce customer inquiries while driving additional revenue.
The solution
New Look adopted parcelLab's delivery, insights and returns modules to deliver proactive, personalized post-purchase communication and product recommendations based on purchase behavior.
“The partnership with parcelLab will help us to provide seamless post-purchase interactions that keep customers happy and engaged.”
NONick OrmerodCustomer & Digital Director, New Look
The results, in context
New Look achieved a 20% decrease in WISMO inquiries, a 10% increase in email open rate and a 5% increase in revenue. Personalized recommendations based on purchase behavior supported additional sales.