Branch

How Branch drove
post-purchase delight and
reduced WISMO enquiries
by 37%

0
x

increase in engagement per shipping notification

0
%

reduction in returns processing time through smart automations

About Branch

Branch Furniture designs and sells ergonomic office furniture, specializing in chairs and standing desks aimed at improving posture and well-being for long-hour workers.

They operate primarily in the US and Canada. Since its launch in 2018, this brand has gotten a ton of praise, from both customers and publications.

In fact, the Branch standing desk was named one of CNN Underscored top picks for 2022.

Company Specifics

Shipping Volume

20,000 shipments per month

Industry

Furniture

Carriers in Use

Integrations

Challenge 1:  Tracking complexities with multi-shipment orders

Customers lacked information on the statuses of partially fulfilled orders and shipment statuses, leading to high volume of WISMO inquiries (Where Is My Order?). This impacted their customer satisfaction, besides straining their support teams when resolving such issues.

When we initially launched a detailed tracking page with LateShipment.com, we had a 142% increase in traffic to that page which significantly reduced the WISMO enquiries. I think that was a huge win.
– Keisha Bartrem, Director | Customer Success

The Solution

  • Unified tracking for multi-shipment orders: Customers could easily track all shipments associated with a single order, eliminating confusion and frustration.
  • Customized ‘Fulfillment Status’ updates in the tracking page to keep customers informed on partially fulfilled orders.
  • Automated shipping notifications: Proactive email notifications through Klaviyo kept customers informed about real-time order status updates, significantly reducing WISMO enquiries.
  • Branded tracking portal: A user-friendly, on-brand tracking page provided a central location for customers to view all shipment details, including assembly guides.

The Impact

With LateShipment.com’s Delivery Experience Management platform, Branch was enabled to achieve the following:

0
%

Reduction in WISMO
enquiries

0
x

Engagement per shipping
notification

0
%

Clicks on product
recommendations

Challenge 2: Suboptimal returns process

Inefficiencies from manually managing returns caused an increase in operational costs and often led to subpar customer experiences. Customers would print return labels but never return products, and manual label generation was time-consuming and prone to errors.

Our return process was very manual. We would use Shopify to print or create a return and send that email to the customer. It was a lot of like back and forth before the customer was even able to receive their label. It’s difficult to have a relationship with customers when there’s too much complication involved.
– Linda Chi, Senior Lead | Customer Success

The Solution

To cater to their unique business needs, 8 layers of customization were made in order to enhance the efficiency of their returns process. This included:

  • Automated return workflows: Automated Multiple label generation, return approvals, label expiration notifications and auto-canceling expired labels saved significant time and resources compared to the manual process.
  • Customized return portal: Customers could easily initiate and track returns through a branded portal with clear instructions, packaging information, and assembly guides.
  • Routing rules: Returns were automatically directed to the appropriate warehouse, streamlining processing and reducing handling time.
  • Return insights dashboard: Branch Furniture gained valuable data like common return reasons and frequently returned items, allowing for product and process optimization. This data also helped track return initiation and resolution times, providing further insights into efficiency.

The Impact

Branch deployed LateShipment.com’s Returns Experience Management platform to automate their returns and achieved the following:

0
%

reduction in returns
processing time

0
hours

of support time saved per
week by automating returns

Powering 4500+ post-purchase
success stories worldwide

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