Glow Recipe Case Study

57% reduction in WISMO tickets for Glow Recipe

Glow Recipe, a leading Korean skincare brand, known for its dedication to high-quality, fruit-forward products, embarked on a transformative journey with Postship, an advanced order tracking solution, to enhance its customer experience and operational efficiency.

27th July 2024 | 5min Read

Challenge

Before partnering with Postship, Glow Recipe faced challenges common in the e-commerce sector: managing customer expectations for order tracking, handling a high volume of Where Is My Order (WISMO) queries, and dealing with incorrect address submissions leading to delivery delays and customer dissatisfaction. With over 2,000,000 orders, these issues impacted customer satisfaction and operational costs.

Solution

In the last four months, Glow Recipe integrated Postship into their operations, processing 89,157 orders through this system. The integration focused on three key areas: improving the order tracking experience, reducing WISMO queries, and automating address changes.

28% increase in NPS

Glow Recipe observed a significant 11-point increase in NPS, indicating a substantial rise in customer satisfaction and likelihood of recommendations.

57% Reduction in WISMO Queries

With Postship's real-time tracking updates, WISMO queries dropped by 57%, freeing up significant customer support resources.

81% Decrease in Wrong Address Queries

Address change automation led to an 81% reduction in wrong address incidents, improving delivery accuracy and customer satisfaction.

5% Customer Retention Rate Enhancement

The improved tracking experience led to a 5% increase in customer retention, showcasing enhanced trust and repeated business.

Conclusion

The partnership between Glow Recipe and Postship has been a resounding success. The integration of Postship's advanced order tracking system has not only enhanced customer satisfaction as evidenced by the improved NPS and customer retention rates but also optimized operational efficiency by significantly reducing WISMO queries and incorrect address issues.