peak design

The challenge: Restore order visibility for international customers

Peak Design's main initial obstacle was that customers had no visibility into the status of their packages. Approximately 30% of their customers were international and therefore had to wait 7 to 10 days to receive their packages and pay duties and taxes to pick them up at a collection point.

Because of these extended delays and the lack of information about these additional charges – as third-party carriers weren't updating tracking information correctly – many customers became frustrated and contacted support or returned their orders. The return process was lengthy and expensive for the photo accessories brand, which also had to cover the reshipping costs.

Poor order tracking is a major problem for e-commerce businesses and can severely damage customer satisfaction: 60% of online shoppers feel they don't receive enough updates or find tracking information confusing or inaccurate, and 70% would not make another purchase after a bad delivery experience.

Peak Design has always valued transparency in its production, so it was essential for them to offer the same visibility on their shipments – especially given the quality and price positioning of their products.

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The solution: Keep customers informed throughout the delivery process while generating additional revenue

With ZigZag, Peak Design can keep its customers informed throughout the delivery process thanks to 46 fully branded notifications. The company thus has complete control over post-purchase communication with its customers, sending both standard emails like "Package Shipped " and more specific messages such as " Customs Clearance Complete." It can even trigger smart statuses that carriers don't offer, such as " Awaiting at Pickup Point" or "Package Delayed”.

These unique notifications make all the difference, providing a seamless and reassuring experience. Peak Design's delivery emails boast an average open rate of 61% – 20% higher than the e-commerce average.

The best indicator of success remains the fact that the e-tailer has achieved an average Net Promoter Score (NPS) of 79 since implementation, more than 50% higher than the e-commerce average.

Thanks to ZigZag’s Feedback feature, which centralises all customer feedback, Peak Design can track satisfaction, including Net Promoter Score (NPS), and visualize the breakdown between satisfied and dissatisfied customers. This data is based on surveys automatically sent after delivery. Peak Design's delivery emails achieve an exceptional open rate of 65%.

Since May 2023, with over 3,700 responses collected, the support team is automatically alerted to contact customers who have experienced delivery issues.

These improvements have reduced the contact rate by 8% in six months, thus easing the burden on customer service. In fact, ZigZag is responsible for 12% of Peak Design's global repurchase rate. This is also due to the dedicated tracking page, which is viewed an average of 4.5 times per order and also serves as a marketing tool to highlight new products.

Upcoming projects: Simplified carrier
performance analysis

Beyond tracking notifications and feedback forms, Peak Design is increasingly using ZigZag's logistics dashboards to evaluate the performance of their new third-party logistics provider located in Baja, California.

Initially, they were concerned that crossing the border would cause shipping and delivery delays. However, thanks to ZigZag’s carrier analytics dashboard, they were able to compare their new provider's performance with that of orders shipped from their original Los Angeles warehouse, particularly regarding delivery times.

In fact, they were able to go even further: compare carrier performance on criteria such as shipping time and delivery time, for any given period – all from a central interface.