Jo Loves is a luxury fragrance brand founded by renowned fragrance designer Jo Malone CBE, known for creating innovative and bold scent combinations. ​Recognized as trailblazers of the industry, the brand offers a range of perfumes, candles, and body care products that reflect Jo's passion for storytelling through scent. Since Jo Loves’ scent, bath, body, and candle collection is inspired by the memories and moments in life that Jo loves, it’s important for the brand to create an exceptional, memorable experience for its customers, as well. 

Teresa Ktistaki, Head of E-commerce for Jo Loves, joined the company in 2023 with the goal of driving digital growth and providing a best-in-class online experience for e-commerce shoppers.

“Our primary objective is to significantly scale our digital business—online is now the primary gateway to our brand, and we aim to grow by 2-3x over the next year. To achieve this, we needed to first implement a new, streamlined tech stack.”
— Teresa Ktistaki, Head of E-commerce, Jo Loves

Before implementing the new tech stack, customers had limited visibility into their order status. As a result, 80% of customer support queries were about the status of orders, commonly referred to as WISMO (Where Is My Order) queries. Teresa notes, “In my 12 years in e-commerce, I’ve never seen WISMO queries make up such a large proportion of customer support tickets. We knew we could automate and optimize this process to help our support team focus on other important inquiries.”

Decreasing WISMO Queries with Narvar

To address this issue, Jo Loves migrated to Shopify as its platform of choice and implemented Narvar’s post-purchase solutions—Track & Notify and Shield (Return & Exchange)—to automate communication about order and delivery statuses. By integrating Narvar with its Shopify store, Jo Loves now provides customers with timely and relevant updates via email and SMS once an order is placed. Notifications are sent at key stages, including order fulfillment, scanning into the mail stream, out for delivery, and final delivery, ensuring customers are kept informed at every step.

The switch to automated communication has had a dramatic impact. “We’ve reduced WISMO queries by nearly 95%. Our customers now receive regular, convenient notifications about their orders, which has significantly enhanced their experience. At the same time, this has allowed our support team to focus on more pressing issues, improving overall efficiency,” Teresa adds.

Building Trust with Convenient, Reliable Returns

In addition to proactive communication, a seamless returns process plays a crucial role in delivering a superior customer experience. Although Jo Loves processes a relatively low number of returns, offering a transparent, easily accessible returns policy is key to building trust with customers. By leveraging Narvar’s branded returns portal and automated returns management, Jo Loves provides customers with a smooth and straightforward returns experience.

Teresa explains, “Our return policy is clear and easy to find—though most customers don’t end up needing it. The simplicity and transparency of our returns process builds trust with our first-time buyers, giving them confidence that they’re making the right choice when shopping with us.”

Scaling Seamlessly and Successfully

The automation provided by Narvar helps Jo Loves scale its e-commerce operations quickly and efficiently, ensuring that the company’s ambitious growth targets are within reach. "Our goal is to grow our online presence by 2-3x this year, and Narvar’s solutions are integral to achieving this growth. The automation helps us scale operations while also offering peace of mind to our internal teams. Most importantly, Narvar helps us build trust with our customers, ensuring that they have a positive and memorable shopping experience with Jo Loves," says Teresa.

With Narvar, Jo Loves is poised to meet its growth objectives while delivering an exceptional, seamless customer experience from purchase to delivery.