The theme worlds of the Weltbild assortment combine publishing products and selected non-media assortments around the focal points of gifts, ideas and advice. Only at Weltbild are exclusive books and top titles from the bestseller lists available as low-priced Weltbild editions. Weltbild stands for advice, knowledge, entertainment and attractive prices. The Weltbild brand has its roots in a publishing house of the Catholic Church founded in 1948. Weltbild as one of the largest multi-channel booksellers and with 83 percent the best-known book retail brand in Germany (BrandIndex 10/2014) offers customers a special shopping experience via online shops, direct marketing, own shops and social networks. More information: Case Study on the parcelLab website or here as PDF. Mail open rate of 75 % and a click through rate (clicks on the links contained in the mail) of 25 %.Reduction of customer enquiries by 7.5 %.Through its partnership with parcelLab, Weltbild has already achieved the following successes: This reduces the workload of the customer service staff, who have more resources available for other matters.

If a parcel is delayed, the company writes directly to the customer. Weltbild acts even before a customer enquires in customer service and uses parcelLab to identify important delivery events or deviations. 'The active and continuous communication around shipping increases customer satisfaction and creates higher customer loyalty.' This gives them an all-round good shopping experience,' says Weltbild CEO Christian Sailer. Weltbild now focuses on its customers throughout the entire customer journey. 'Thanks to parcelLab, we were able to make customer communication even more transparent. Weltbild scores with individual customer care right to the door A retailer that proactively keeps its customers up to date and thus doesn't let the shopping experience drop off scores points here,' says Tobias Buxhoidt, founder and CEO of parcelLab. After the purchase, people want to finally hold their novel, pillow or new tablet in their hands and are therefore very receptive to status messages. 'For many customers, shipping is the most emotional phase of the customer journey. Shipping is the most emotional phase of the customer journey Shortly after implementation, the number of customer enquiries about the whereabouts of sent parcels fell by 7.5 per cent. After just under a year, the cooperation partners are now drawing a positive interim balance: With this solution, Weltbild has increased customer satisfaction on the one hand and was able to significantly reduce customer service costs on the other.

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