New Look has partnered with parcelLab, a global provider of post-purchase customer experience software, to enhance the post-purchase experiences for its online customers. The partnership will enable New Look to provide proactive messaging and personalised communications from purchase to delivery, and beyond.
New Look’s decision to invest further in the post-purchase experience is part of a wider drive to continue leading in customer-centric fashion. With the support of parcelLab, New Look will be enhancing the relationship with each individual customer by providing greater transparency and more personalised communications.
Leveraging parcelLab’s technology, New Look can undertake direct communications with customers, including important information updates on the status of their orders. It will also enable the fashion brand to make personalised and relevant recommendations to shoppers on additional items they may be interested in based on previous purchase behaviour, supporting the brand’s growth aspirations.
Nick Ormerod, director of eCommerce, at New Look commented: “As a company, we always strive to cultivate the best possible experiences for fashion lovers, whether in store or online. The partnership with parcelLab will help us to provide seamless post-purchase interactions that keep customers happy and engaged. Having timely and relevant communication with our customers at this important stage of the purchase journey not only reduces the pressure on our teams internally – meaning that when an issue does arise, they can provide faster responses – but it means we are well positioned to drive greater loyalty and repeat purchases.
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