Black & Black helped the Molton Brown team identify Narvar Track + Notify as a solution that could help them provide an enhanced post-purchase experience. Narvar Track + Notify provided a solution that proactively connects with customers about the status of their delivery.
In particular, Narvar’s “self-serve” tracking link is helping Molton Brown reduce complaints and overall contact volumes around the subject of fulfillment. This, in turn, is allowing their brand to better align with industry standards and be more effective in delivering an elevated customer experience.
“WISMO queries featured at a very high ranking in our Top 10 contacts month-on-month,” said Jody, “[but] we can share that for the past three months WISMO has not appeared in our Top 10 contacts at all. This is a really good achievement.” Source: Narvar
