According to Charlie Cole, Global Chief eCommerce Officer at Tumi/Samsonite, Narvar helped them focus on underserved gaps in the customer journey and has become a key part of running their business. “Narvar has transformed our post-purchase experience,” he said. “People are so focused on acquisition and front-end web experience that post-purchase gets lost.”
“Narvar has transformed our post-purchase experience.”
According to Cole, over 60% of calls to their support team prior to implementing the Narvar platform were asking “where is my order” (WISMO). It was expensive, time-intensive and not a good use of company resources. With Narvar, Tumi was able to reduce WISMO by 50%. “Narvar improved the tracking experience for our customers,” he said. As a result, they addressed basic customer needs proactively, before they escalated to customer support. “Calls cost money, customer service costs money,” he said. “No one likes to call customer service. Period. The more we can use Narvar to prevent that, the better end experience we're providing.”
“No one likes to call customer service. Period. The more we can use Narvar to prevent that, the better end experience we're providing.”
Tumi was able to further reduce reliance on customer support by offering SMS opt-in for tracking. Their customers can simply sign up for text message notifications to get real-time, proactive updates about the status of their package. In fact, they have over a 16% opt-in rate, 3x higher than the average 5% benchmark across accessories retailers. According to Cole, “customers have more transparency, and are happier as a result.”
“Narvar shined a light on customer experience through their technology, and showed us that this is an area where you can dazzle your customers.”
Tumi utilizes the Narvar platform to cater to their customer needs and build the relationship after a purchase, improving satisfaction in the process. By implementing a branded portal for customers to check on their orders, Tumi has also generated a substantial amount of repeat traffic: 22% of people who visit the tracking page click back through to their website. “That’s I think the biggest compliment I could give: Narvar shined a light on customer experience through their technology and showed us that this is an area where you can dazzle your customers,” he said. “I don't think a lot of technology partners can claim that they changed the way a company thinks."
Founded in 1975, Tumi is a luxury travel retailer specializing in luggage and travel accessories. Known around the world for its modern and innovative designs, Tumi is a leader in crafting travel gear that can take you anywhere.
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