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 Parcel Perform faviconX (Success story landing page)Parcel Perform customer Inkbox

Inkbox: From Temporary Tattoos to Lasting Customer Loyalty with Parcel Perform

  • Reduced WISMO inquiries

  • Improved NPS

  • Boosted customer experience scores

  • Increased tracking information accessibility

  • More efficient customer support

Inkbox footer image

About the Customer

Inkbox, the trailblazing Toronto-based DTC brand, is changing the game of self-expression with its semi-permanent tattoos and nail art. They've built a passionate community and a devoted following, even landing their products in hit shows and achieving widespread brand recognition.

Products Used

Delivery Experience_icon Post-Purchase Experience

The Challenge: 

Inkbox's soaring popularity, fueled by collaborations and a global fanbase, presented a challenge: managing a smooth post-checkout experience. The lack of real-time order tracking led to a flood of "Where is my order?" (WISMO) inquiries, overwhelming their support team.

"Before using Parcel Perform's platform, our team had an increased workload with customer support on tracking their shipments and having to go to multiple places to get accurate information on their packages.

This added time to each inquiry which slowed down our team and was a point of friction for our customer at the time."
Manaal Farooqi Inkbox
Manaal Farooqi,
Director of Customer Success, Inkbox

The Parcel Perform Solution:

Inkbox, recognizing the need to elevate their post-purchase experience, turned to Parcel Perform's end-to-end platform. This partnership gave Inkbox the tools needed to revolutionize their delivery process, placing control and transparency directly into the hands of their customers.

Branded Tracking Page

An embedded tracking page on Inkbox's website empowered customers to track shipments in real-time, reducing WISMO inquiries and streamlining customer service efforts.

Proactive Delivery Notifications

Automated, branded notifications kept customers informed throughout the delivery journey, enhancing transparency and reducing anxiety.

Parcel Overview Dashboard

The dashboard provided Inkbox's customer service and logistics teams with 100% visibility into the delivery process, enabling them to proactively address any issues and resolve customer inquiries efficiently.

"Parcel Perform’s data-first delivery experience solution empowers us and our customers to have accurate, accessible, and reliable data. Over the past few years of our partnership, Parcel Perform has been able to support our business needs with their platform."
Manaal Farooqi Inkbox
Manaal Farooqi,
Director of Customer Success, Inkbox
Inkbox's branded tracking page

On Inkbox's own branded tracking page, customers can track shipments in real-time. Self-service tracking keeps Inkbox's customers coming back to a fully branded environment, even after checkout.

Parcel Perform Parcel Overview Dashboard

The Parcel Overview Dashboard provides a non-stop overview of all shipment data.

The Impact:

The strategic alliance between Inkbox and Parcel Perform has yielded remarkable outcomes. Amonghtme, the most significant were the elevation of Inkbox's customer experience and the streamlining of their operational efficiency.

Inkbox success story image 3 (1)

  • Improved Customer Satisfaction and Loyalty

    The proactive approach to managing deliveries and resolving issues led to a significant improvement in customer satisfaction and loyalty, reflected in the increased NPS and customer experience scores.

  • Reduced WISMO Inquiries and Costs

    The branded tracking page and proactive notifications empowered customers to self-serve, resulting in a substantial reduction in WISMO inquiries and associated customer service costs.

  • Increased Logistics Efficiency

    Parcel Perform’s Parcel Overview Dashboard equipped Inkbox's teams with real-time data and insights, empowering them to work more efficiently and focus on strategic initiatives.

Hear from our customer:

"Parcel Perform has allowed us to improve our NPS score by several points to bring us up to the 20s and our customer experience to the high 90s."

Manaal Farooqi InkboxManaal Farooqi,
Director of Customer Success, Inkbox

"With Parcel Perform's real-time tracking data and insights, we were able to take a preemptive approach to managing delivery issues."

Manaal Farooqi InkboxManaal Farooqi,
Director of Customer Success, Inkbox

The Inkbox and Parcel Perform partnership exemplifies the transformative power of prioritizing the post-purchase experience. 

By harnessing data-driven insights and proactive communication, Inkbox has not only elevated customer satisfaction but also unlocked new avenues for growth and efficiency. Their journey underscores that in the competitive e-commerce landscape, a seamless delivery experience isn't just a bonus—it's a strategic imperative.

"Since implementing Parcel Perform’s solution, we have been able to increase tracking information accessibility for customers, and have been able to work more efficiently with customer inquiries on tracking as well."
Manaal Farooqi Inkbox
Manaal Farooqi,
Director of Customer Success, Inkbox
Inkbox footer image (1)

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