Recently, CEO and founder of DTC brand SNOCKS Johannes Kliesch joined us on our live Customer Spotlight webinar. He shared his insights on the latest trends in the E-commerce industry, how he successfully built a DTC brand and overcame customer experience challenges, and offered advice to fellow business leaders. 

SNOCKS is a rapidly growing clothing brand serving consumers across Germany, Austria, and Switzerland. They grew from a sole Amazon seller to now making their lifestyle clothing available on marketplaces such as Amazon, Zalando, and Otto, as well as through their own webshop.

“A key driver for our DTC success was putting more importance on service”, Johannes tells us. SNOCKS’s teams worked hard to achieve an exceptional customer experience, ensuring that the purchasing journey is easy, predictable, and enjoyable. 

Although its growing customer base has certainly been a cause for excitement, it has also brought friction to processes and presented new challenges for its teams. 

Click here to hear more about SNOCKS’s challenges on the route to a successful DTC brand on our on-demand webinar.

Overcoming E-commerce Challenges

Customer anxieties often arise during the delivery process. They want to know exactly where their orders are and when they will arrive. Due to confusing carrier tracking pages and inconsistent delivery notifications, customers remain insecure in this highly emotional state of the purchase journey. 

As the SNOCKS business grew, Johannes and his team grappled with an overwhelming number of WISMO enquires from customers and found themselves having a hard time keeping track of and managing complicated logistics. 

They knew they needed a better solution. 

Elevating their Post-purchase Game with Parcel Perform

“We teamed up with Parcel Perform to access a high customer engagement and more memorable brand experiences during delivery.”

Through working with Parcel Perform, SNOCKS was able to transform its post-purchase experience and streamline the delivery journey.

Parcel Perform’s delivery experience platform easily integrates with tools they use and trust like Shopify and Klaviyo, as well as with 1015 carriers. This gives SNOCKS complete control and visibility of shipments across their tools and trigger timely delivery notifications across the post-purchase journey. 

For example, the SNOCKS customer service team could reduce WISMO inquiries from 10% to 2-3% and can now proactively respond to delays and issues before they happen. 

Timely notifications were also essential in helping SNOCKS to increase NPS scores and, consequently, drive customer loyalty. 

With a branded tracking page, they can now curate personalized post-purchase experiences to better connect with customers which helped them make strong brand impressions on their customers throughout the purchasing journey. 

Taking charge of their post-purchase experience allowed SNOCKS to exceed customer expectations and serve excellent delivery experiences despite the challenges of DTC E-commerce.

Want to hear firsthand what advice SNOCKS CEO has for e-commerce brands and how Parcel Perform can help excel in the last-mile experience? Watch the on-demand webinar now!