Implementing AfterShip into the ShopRunner platform and merchant network helped them deliver unified tracking data and improved retention and engagement rates between members and merchants.
Automated, branded post-purchase interactions
ShopRunner functions on a unique business model, making it imperative for members to know where their orders are at any given point in time. To create the experiences that customers expect, ShopRunner needed to have an end-to-end view of every order in a single screen. This meant they could create branded interactions across every customer touchpoint and design resolution experiences in case of delivery delays and stalls.
“AfterShip has helped us navigate some of these gaps by providing data to help us identify when we should trigger events or post-sales emails when we don’t get specific tracking data from the merchants,” Ruiz said, “which encourages our members to circle back to the ShopRunner platform and get access to their transaction and shipping information.”
Improved customer experience from the cart to the front door
As ShopRunner expanded, customer satisfaction became an increasingly important component of their growth strategy. The Core Experiences Team at ShopRunner constantly looked for ways to improve and optimize how they track, measure, and deal with customer feedback and satisfaction from their platform.