Bagind, a rapidly growing leather goods brand, has been continuously expanding since its establishment in 2017, thanks to the popularity of its handcrafted products from India. This rapid growth and increasing demand for their products led Bagind to decide to invest in a better customer experience, particularly after the order is completed.
Foxdeli has become a partner for the post-purchase process with the aim of increasing customer satisfaction by eliminating the uncertainty associated with delivery – from order confirmation to pickup.
Bagind specializes in custom-made leather products, which can sometimes lead to delays. Therefore, it is essential to provide customers with ongoing and transparent information throughout the entire process. Foxdeli ensures that customers have clear information about the status of their order from the moment of ordering until delivery.
This approach not only increases customer satisfaction but also builds their loyalty. An informed customer is a satisfied customer, even in the case of unexpected complications. This strategy effectively removes delivery issues, strengthens customer trust, and supports further success for the Bagind brand.
With Foxdeli, we bring back 73% of customers to the e-shop.
In May 2024, Bagind integrated the Foxdeli platform, which included API connections to its own e-shop platform and carriers Zásilkovna, Česká pošta, and GLS CZ, including pickup partner locations.
The goal of Bagind's e-shop is to ensure clear communication about the production of products (from India to the Czech Republic) and their delivery (from the Czech Republic to the customer). A key challenge was to provide clear and concise communication during the product's production, so customers can be assured that their order is in process and do not feel the need to cancel it and look for alternatives elsewhere due to insufficient information.
Bagind keeps its customers informed during these shipment statuses, when the carrier often remains silent:
- Order received: Customers are informed that their order has been successfully received.
- Order with supplier: Customers are informed that their order has been passed to the supplier.
- In production: Customers are informed that their product is currently in production, which increases transparency and trust.
- Estimated delivery date: After production is completed, customers receive information about the estimated delivery date.
- Estimated delivery date - delayed: In case of a delay, customers are informed about the new delivery date.
Orders under control thanks to transparent communication.
Transparent communication is key to keeping customers informed about the status of their orders. With clear and regular information, customers can easily track the progress of their order, minimizing uncertainty and increasing their satisfaction.
This way, the risk of order cancellations is reduced, and trust in the e-shop is strengthened.
Email notifications
Through a simple editor, Bagind created visually appealing and information-rich email notifications that perfectly reflect the brand's identity. At the same time, they provide key information:
- current order status
- purchase recap
- ability to easily contact customer support
Within 24 hours, they created email templates, demonstrating how easy the setup was. A total of 11 different email statuses were created, which Bagind uses to inform its customers at various stages of the order.
Parcel Tracking Page
Bagind used the Foxdeli platform to create a parcel tracking page that featured branded elements such as logos and custom texts, all consistent with the brand identity. The page also included elements highlighting the brand's values and story, thereby strengthening the connection with customers and fostering their loyalty.
The parcel tracking page is automatically generated upon ordering, providing customers with a single place to track the current status and changes of their parcel. By extending brand communication throughout the entire delivery process, Bagind successfully eliminated communication gaps and maintained a consistent design for the package and its contents.
Banners
Post-purchase email notifications do not necessarily have to include an upsell banner; they can be used differently. Bagind opted for a charitable approach instead of the usual upsell products on the banners, supporting the education of Tibetan exiles. This move not only improved brand perception but also contributed to important social initiatives.
Achieved results with Foxdeli
In the past 60 days, Bagind has sent a total of 2,922 orders and 16,965 email notifications to its customers via Foxdeli. Investment in post-purchase marketing has yielded the following results:
Email notifications
Post-purchase email notifications do not necessarily have to include an upsell banner; they can be used differently. Bagind opted for a charitable approach instead of the usual upsell products on the banners, supporting the education of Tibetan exiles. This move not only improved brand perception but also contributed to important social initiatives.
- The email open rate reached 74.1%, indicating significant customer interest and the value they place on this type of communication.
- The click-through rate (CTR) for emails reached 50.9% (9,232 clicks), with emails informing about the "Estimated Delivery Date" achieving up to 122% (non-unique clicks).
- The email delivery rate was 99.7%, meaning nearly all emails were successfully delivered to customers.
What interested customers the most in the email?
The most opened email notification regarding shipment status was the "Estimated Delivery Date," which was opened by 91% of customers. Other popular notifications included:
Track and trace page
The Track and Trace page allows customers to monitor the status of their orders in real time. This page is frequently visited by customers who want to keep track of their shipment status or seek additional information not included in notification emails. Therefore, the click-through rate and engagement on this page are typically higher than for notification emails. The click performance on the Track and Trace page was:
47% of visitors to this page click further, with the most frequently clicked sections being:
The most frequently visited statuses are:
These statistics confirm that the Track and Trace page not only improves customer awareness of their order status but also significantly increases their engagement and interaction with the e-shop. This tool thus contributes to overall customer satisfaction and supports their loyalty.
Promotional banners
Marketing campaigns were incorporated into notification emails and boast an impressive 8.4% click-through rate. In total, the banners received 22,338 impressions.
Retention and ratings
Improvements in customer experience and effective communication have led to significant results:
- Returning users: 73% (2,158) of customers returned to the e-shop within 60 days.
- Ratings: On average, 21% of customers fill out ratings, and positive ratings increased by 173%.
Carriers
Effective collaboration with carriers is essential for ensuring customer satisfaction and smooth order delivery. Bagind focused on selecting reliable carriers and achieved the following results.
Bagind uses 3 main carriers: Zásilkovna, Česká pošta, and GLS.
The busiest and most reliable carrier was Zásilkovna with 2,338 shipments.
Problematic shipments
During this period, Bagind had to deal with 669 problematic shipments, accounting for 22.5% of all orders. These shipments encountered issues such as non-pickup, delays, and other complications.
Thanks to proactive communication via Foxdeli, 630 shipments (94%) were successfully delivered to their owners, while only 39 shipments (6%) were returned to the e-shop warehouse.
Proactive post-purchase communication supports faster pickup of shipments from the box.
Key Insights
Why do customers return?
Customers return because they click on notifications, especially in the "Preparing" state. They most often click through purchased products, purchase summaries, and buttons to go back to the store.
Data confirms that the Order Tracking page not only improves customer awareness of their order status but also increases their engagement and interaction with the e-shop.
Main drivers of clicks and traffic
Notification emails were undoubtedly the main drivers of clicks and traffic. However, the Order Tracking page (Track and Trace) demonstrated its strong potential with an average CTR of 47%.
Overall, post-purchase communication brought back 2,158 unique customers.
Customer loyalty and satisfaction
Thanks to transparent communication and easy order tracking, 73% of customers return to the Bagind e-shop. Positive ratings increased by 169.4%, indicating enhanced customer satisfaction and trust.
These insights confirm that the integration of the Foxdeli platform significantly contributed to improving the customer experience and strengthening loyalty. This strategy has proven to be key to the long-term growth and success of the Bagind brand.
Conclusion
The integration of the Foxdeli platform not only brought significant improvements in customer communication and delivery processes but also strengthened overall customer trust in the Bagind brand. The results speak for themselves – 73% of customers, representing 2,158 customers, return to the e-shop, and positive ratings increased by 169.4%. Bagind not only managed to meet the growing demand but also exceeded customer expectations. They delivered 94% of shipments in problematic states.
By focusing on customer experience, Bagind was able to not only improve its services but also build stronger relationships with its customers. This successful integration of Foxdeli is just the beginning – Bagind is ready to continue its growth to provide exceptional value to its customers at every step of their shopping journey.
