Shipping Protection: Build Consumer Trust and Unlock Another Revenue Stream Learn more
Returns and exchanges management to mitigate fraud and reward best customers
Personalized tracking experiences to build brand loyalty
AI-powered delivery date estimates to boost conversion
Delivery claim management to tackle fraud and build trust
Proactive communication to drive customer lifetime value
Reduce payouts by 25% with IRIS™-powered fraud and abuse detection
Increase repurchases by 60% with exchanges or store credit
Boost ROI by 15x with product recommendations and cross sell opportunities
Save up to 89% in return logistics costs
Since its establishment in 1707, Fortnum & Mason has been synonymous with extraordinary hampers, delicious food, joy-giving gifts, and unforgettable experiences. Today, Fortnum & Mason is a renowned establishment, with an award-winning e-commerce website, and the go-to brand for consumers looking for unique, high-quality gifts for every occasion.
Given that gifting is such a big part of its business, Fortnum & Mason requires an exceptional post-purchase customer experience to alleviate concerns and ensure both the gifter and the recipient are satisfied with the order. Fortnum & Mason’s Head of Customer Success Rhonda Floyd explains:
“With gift giving there comes a certain amount of anxiety for the giver, because they want to make sure that the gift gets to the recipient on time, it’s beautifully packaged, and the recipient feels joy when they receive it. If there’s any uncertainty around where the package is and when it will be delivered, it can ruin the entire experience.”
The Fortnum & Mason team chose Narvar as the brand’s post-purchase platform to make sure all consumers that interact with the brand after an order has been placed—whether customers or gift recipients—have an incredible experience.
Rhonda and her team chose Narvar Track & Notify to power post-purchase delivery communications for Fortnum & Mason customers. With an eye for detail, the Fortnum & Mason team implemented the following tracking functionality and features:
As a result, Fortnum & Mason experienced a decrease in WISMO queries of 50%. Plus, by matching the brand’s tone and voice in all post-purchase communications, the customer has a joy-inspiring experience at every touchpoint.
Further, Fortnum & Mason leverages the Narvar and Zendesk integration to give customer support teams direct access to delivery statuses and order information. This partnership empowers support representatives to independently access package tracking information to resolve tickets faster, increasing their efficiency and customer satisfaction.
“The Narvar and Zendesk integration makes it much quicker for support representatives to access tracking information. The feedback from the team is that they absolutely love the widget!”
– Rhonda Floyd, Head of Customer Success at Fortnum & Mason
When Rhonda and her team explored software to capture customer reviews, they were happy to find that Narvar’s platform was flexible enough to support their needs without having to purchase or manage additional software. With Narvar, they are able to automatically send customers a survey request to leave a review for the brand on Trustpilot.
The result? The Fortnum & Mason review rating increased from 1.9 to 4.5 in a matter of months.
“Narvar is a true partner in how we improve on our customer journeys and communication. I love the flexibility of the Narvar platform—it helps us achieve our goals, drive innovation, and avoid the cost and headache of adding additional software.”
– Rhonda Floyd, Head of Customer Success at Fortnum & Mason
Given the success of its years-long partnership with Narvar, Fortnum & Mason recently adopted Narvar Return & Exchange to automate return requests and, ultimately, improve customer communication throughout the return process.
Before Narvar, customers would not receive an update when their returned order reached key milestones (e.g. the items reaching the DC, the return being processed and accepted, and payment being processed and cleared).
With Narvar, customers automatically receive updates on the status of their return, decreasing WISMR inquiries and improving the customer experience.
For the Fortnum & Mason team, an incredible post-purchase experience is in the details. Fortnum & Mason found in Narvar a post-purchase partner with a flexible solution that could allow its team to customize email and notification flows in order to provide an exceptional experience.
“We attribute our success to having a keen attention to detail in getting the basics just right for us and our customers,” explained Rhonda. “These straightforward improvements, coupled with Narvar’s flexible technology, go a long way in streamlining journeys for our customers and improving their communication and love of the brand.”
– Rhonda Floyd, Head of Customer Success at Fortnum & Mason
Fortnum & Mason is an iconic brand renowned for its exceptional hampers, gourmet food, and luxurious gifts. With a rich history and an online presence, they are the go-to destination for unique and high-quality gifts.
Get the latest news and insights from Narvar straight to your inbox.
Thanks for signing up!