Customer Success Story: SNOCKS is driving customer retention

In 2016, SNOCKS, a German clothing retailer, made its first foray into the e-commerce world on Amazon. With the support of Perform.AI’s Delivery Experience Platform, it grew into a million-dollar DTC brand, serving customers through multiple channels and their own online store. 

Exceptional customer experiences and the customer loyalty they generate are essential elements of SNOCKS’s recipe for success. This entails providing transparent purchasing journeys, personalized communications, and readily available customer service. 

Making sure customers have excellent post-purchase experiences as known from their Amazon store, however, became increasingly challenging as they expanded operations with their own webshop. Customer service teams struggled with numerous WISMO requests, incomplete or inaccurate carrier information, and inefficient workflows when handling the post-purchase experience. 

It became increasingly difficult to deliver service experiences that satisfied loyal customers and impressed new ones.

To support their growth and ensure smooth and comfortable journeys for their loyal customers, SNOCKS needed a data-first delivery experience platform.

What SNOCKS achieved with Perform.AI:

• Created an intuitive and integrated delivery experience for customers with a branded tracking page, reducing WISMO inquiries from 10% down to 2-3%.

• Crafted effective automated notifications strategies integrated with Klaviyo and Shopify to proactively communicate with customers and boost NPS feedback rates by 20%.

• Empowered customer service teams with a comprehensive delivery dashboard, putting usable data directly into their hands.  

• Increased their customer retention rate by 20% through a fantastic post-purchase experience

Building memorable brand experiences with a data-first delivery experience platform:

SNOCKS partnered with Perform.AI because it needed a post-purchase platform that could empower them to bring smooth and enjoyable customer experiences to its audiences and reduce customer service efforts. 

With our partnership, SNOCKS has successfully scaled seamless, personalized brand experiences and increased their customer base to 250,000 loyal buyers. 

Read more about how SNOCKS leverages Perform.AI’s comprehensive post-purchase solution to drive customer loyalty here.

You can also learn more about driving customer lifetime value for your e-commerce business by signing up for our upcoming webinar here.