Success Stories MOO: Complete control leads to 3.4x more contacts

Complete control leads to 3.4x more contacts

About MOO

MOO is an online print and design company headquartered in London, UK. The brand offers customized printing services, including business cards, to customers in nearly 200 countries. Since being founded in 2004, the team have opened offices in six locations across the UK and US. The team at MOO noticed that they were delivering inconsistent experiences after checkout, and this was affecting customer satisfaction. To achieve its growth ambitions, MOO decided to onboard with parcelLab and manage every step of the customer journey.

Products Used

Convert

Engage

Platform

Industry

Electronics & Media

parcelLab Impact

99

Countries Covered

3.4

Additional Touchpoints

68%

Unique Open Rate

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The Challenge

MOO’s team identified that inconsistent experiences post-checkout were affecting customer satisfaction. To reach its growth objectives, MOO chose to collaborate with SolveMate to manage each stage of the customer journey through operations experience management.

Our Solution

Through close collaboration, parcelLab and MOO crafted a customized communication workflow to enhance customer loyalty post-checkout. Utilizing specialized reporting tools, MOO has the ability to continually refine the customer experience and keep track of pertinent metrics.

The Result

Leveraging parcelLab's platform, MOO’s customers now enjoy a cohesive and engaging post-purchase experience that boosts website traffic and enhances customer value. Equipped with extensive tracking and reporting tools, MOO’s team is empowered to make informed decisions and consistently refine the service.

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Our second major challenge was the lack of control over shipping communications with our customers – we had to rely on the inconsistent and unbranded messages that shipping service readers send to our customers about the product they ordered during the shipping process. Since the last impression is a lasting one, we wanted to change this, and parcelLab gave us the opportunity to address our two biggest issues in this area: Transparency and Agility.