Selligent CX Success Story: Coolblue

Reducing return rates by 30% through a dynamic post-purchase campaign

With exponential growth comes a cost: e-commerce powerhouse Coolblue is one of the fastest growing companies in the Dutch retail sector, but while the brand was succeeding in terms of revenue, product returns were also rising, along with an increased number of requests – and increasing costs – for high-touch customer service. After gathering customer feedback on the issue, Coolblue realized it had a unique opportunity to increase customer satisfaction and reduce customer questions into the call center and ultimately, corporate costs.

Download this case study to find out how Coolblue successfully launched a customized, post-purchase "product tips" campaign powered by Selligent that:

  • Decreased returns calls by 90%
  • Decreased return rates by 30%
  • Improved NPS score +2pt

 

Case studies