A report recently published by Forrester Research highlights the importance and the benefits of the Post Purchase Experience. The global pandemic is driving more shoppers towards e-commerce and the landscape has never been more competitive. Online retailers are missing an opportunity to grow sales and increase brand loyalty by leveraging the post purchase part of the customer journey. There is a 48-hour window after a customer hits the buy button where the customer wants to engage more with a brand. Successful organizations are using this opportunity to engage their customers to delight them and keep them coming back.
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WISMOlabs was interviewed as part of the research by Forrester for this report. The WISMOlabs platform offers a solution to enhance brand loyalty and help retailers own the post-purchase experience during the period between when a customer buys a product and when they receive it.
“Keeping your customers in the know throughout the order journey is an integral part of building brand loyalty and trust. When customers trust your brand they will come back to buy again and again,” said Dmitri Rassadkine, WISMOlabs founder. “Shoppers are more receptive to your messages when they are waiting for their order to arrive.” The WISMOlabs post-purchase experience platform procures millions of shipments each day and uses that data to provide an accurate story about the order journey. We integrate with a retailer’s data, personalize customer content, promote related products to buyers, and predict delivery dates even before the shipping carrier has picked up the order. “The platform’s ability to accurately know the delivery times has decreased our clients’ WISMO calls from 15% to 90%,” states Mr. Rassadkine.
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