Skip to content
Book a demo

 Parcel Perform faviconX (Success story landing page)SNOCKS customer logo

SNOCKS: The Amazon Seller That Mastered the Post-Purchase Experience

  • 20% increase in customer retention rate

  • 80% notification open rate

  • 20% increase in NPS feedback rate

  • WISMO inquiries reduced from 15% to 2-3%

SNOCKS hero image

About the Customer

SNOCKS transformed from a simple Amazon socks seller in 2016 to a multi-million dollar DTC powerhouse. Now the leading lifestyle brand for basics in the DACH region, they've pivoted to their own online shop, driving 70% of revenue and setting sights on global expansion.

Products Used

Delivery Experience_icon Post-Purchase Experience

The Challenge: 

The challenge for SNOCKS was clear: ditch the Amazon dependency and create a post-purchase experience that wowed customers. They needed to streamline communication, empower their support team, and make data-driven marketing decisions. The goal? To keep customers engaged and coming back for more, even during the nail-biting wait for delivery.

"It was a big step for us to move from an Amazon-only business to opening our own online store and expanding our offering simultaneously. We needed to get the customer experience right.
The competition in our market is extremely high so customer retention is a huge topic for us - not just in terms of cost consideration - but it's the basis for us to grow our business."
Johannes SNOCKS
Johannes Kliesch
Co-Founder of SNOCKS

The Parcel Perform Solution:

SNOCKS, recognizing the need for a post-purchase experience that truly wowed, turned to Parcel Perform. Their platform became SNOCKS' secret weapon, turbocharging customer satisfaction with branded tracking, seamless tech, personalized alerts, and customer service that truly delivers.

Branded Tracking Widget

SNOCKS integrated a branded tracking widget into their website, allowing customers to track shipments in real-time and stay within the SNOCKS' webshop environment.

Seamless Integration

SNOCKS' customer service team has full access to all order and delivery data in one platform.

Personalized Notifications

SNOCKS leveraged Parcel Perform's capabilities to send personalized, contextual notifications, resulting in a significant increase in open rates and customer engagement.

Empowered Customer Service

Parcel Perform's platform provided SNOCKS' customer service team with full visibility into order and delivery data, enabling them to proactively address issues and reduce WISMO inquiries.

"Shopify as our chosen e-commerce platform and Klaviyo email automation are pillar stones of our online sales strategy. The ability to integrate both accounts into one Parcel Perform account simplifies our marketing operations tremendously."
Johannes SNOCKS
Johannes Kliesch
Co-Founder of SNOCKS
Snocks success story image 1

With a Branded Tracking Widget, SNOCKS can keep their customers informed with real-time updates, while staying within their own branded webshop environment.

Snocks success story image 2

The Carrier Performance report, featuring the Shipment Count, Carrier Shipment Volume, and Shipment Status charts, allowed The Nile Group to identify top-performing carriers and potential bottlenecks.

The Impact:

The impact of Parcel Perform's solutions on SNOCKS was undeniable. The brand didn't just improve their post-purchase experience; they tripled their parcel volume through their online shop alone, a testament to the enhanced customer satisfaction and trust they built.

Snocks success story image 3

  • Increased Customer Retention

    The improved post-purchase experience led to a 20% increase in customer retention rate.

  • Enhanced Customer Engagement

    Personalized notifications resulted in an 80% open rate, fostering stronger customer relationships.

  • Improved NPS

    Timely NPS request emails, triggered by Parcel Perform's event-driven system, led to a 20% increase in NPS feedback rate.

  • Efficient Customer Service

    The reduction of WISMO inquiries from 15% to 2-3% allowed the customer service team to focus on complex issues and proactively reach out to customers.

Hear from our customer:

"Our customer support team is one of the most valuable assets to turn around a mismatch in expectation and actual delivery experience. Thanks to a massive reduction in WISMO inquiries from 15% down to only 2-3%, they can now focus on the difficult cases and reach out to customers proactively."

Johannes SNOCKSJohannes Kliesch
Co-Founder of SNOCKS

"We can now send out NPS requests at the right time and ask our customers for feedback. Automatically, our ratings have improved drastically, which is crucial for a consumer brand like us."

Johannes SNOCKSJohannes Kliesch
Co-Founder of SNOCKS

"By curating a unique delivery experience we were able to increase our customer retention rate by 20%."

Johannes SNOCKSJohannes Kliesch
Co-Founder of SNOCKS

The SNOCKS story is a testament that exceptional post-purchase experiences are the bedrock of sustainable growth. 

By harnessing the power of Parcel Perform, SNOCKS transformed their customer journey, proving that in the competitive world of e-commerce, customer satisfaction isn't just an outcome, it's a strategic advantage.

"Shopify as our chosen e-commerce platform and Klaviyo email automation are pillar stones of our online sales strategy. The ability to integrate both accounts into one Parcel Perform account simplifies our marketing operations tremendously."
Johannes SNOCKS
Johannes Kliesch
Co-Founder of SNOCKS
SNOCKS footer image (1)

Get real-time logistics data visibility and intelligent insights for your business.

Book a demo with us to learn how Parcel Perform can help your business.

Read other Customer Stories:

Our latest blog posts