Success Stories FARFETCH: Controlling the customer journey resulted in 72% positive feedback

Controlling the customer journey resulted in 72% positive feedback

About FARFETCH

The FARFETCH marketplace connects customers in over 190 countries with items from nearly 1,300 of the world’s best brands. The team delivers a truly unique shopping experience with access to an extensive selection of luxury, all on one platform.

Products Used

Convert

Engage

Platform

Industry

Fashion & Luxury

parcelLab Impact

79%

Returning Customers

7

A/B Tests in the First 3 Months

72%

Positive Feedback on Communications

Book a demo

The Challenge

The complex supply chain of the FARFETCH marketplace made it challenging for the team to deliver consistent post-purchase experiences. As a result, the team needed a solution that would give them back control of customer communication during operational processes.

The Solution

First, parcelLab began cleaning and harmonizing FARFETCH’s data from every source within its network. The data was gathered and processed in parcelLab’s advanced data core.

This data became the foundation for FARFETCH’s customer communication. The teams collaborated to design a communication workflow that reflects the complex supply chain of the global marketplace. Each touch point is fully customizable, personalized, and crucially, sent from within FARFETCH’s ecosystem.

The Result

Using parcelLab’s platform, FARFETCH now consolidates multiple orders and tracking links into the same communication and tracking page. This transforms complex operations data into simple, engaging, and consistent customer experience. The post-purchase data gathered and processed in parcelLab’s advanced data core is translated into one dashboard for the FARFETCH team to track and monitor. This gives the team access to the latest insight into trends in performance, areas of improvement and transparency into localized carrier delivery times.

Book a demo

We believe that the customer experience should be from the FARFETCH brand. One of the challenges of FARFETCH’s pioneering business model, combined with an intricate fulfillment chain, is being able to communicate this complexity to our customers. Therefore it’s important to have the FARFETCH brand in front of our customers, which parcelLab enables us to do.