Courir

The challenge: Maintaining customer
engagement after the purchase

Courir, the iconic sneaker brand, is deploying an ambitious omnichannel experience across Europe, encompassing both e-commerce and a network of physical stores, with one overriding goal: to offer a seamless, consistent, and premium customer experience at every stage of the buying journey.

However, several major challenges arose:

- Loss of control over post-purchase communication: emails sent by carriers obscured Courir's visual identity and tone. Customers received impersonal messages, inconsistent with the brand's fashion and urban aesthetic.

- A significant volume of "Where is my package?" tickets: this type of contact represented over 23% of the total request volume, a major obstacle to productivity and customer satisfaction.

- A partial and reactive view of carriers: scattered data lacking neutrality, and no alerts in case of incidents.

- Failure to solicit delivery feedback, resulting in a loss of visibility into customer satisfaction and negative reviews.

- Fragmentation of carrier claims handling: carrier claims were managed through different carrier back offices, without a 360° view or unified analysis. For a brand whose customers are young, connected, and eager to receive their sneaker, the challenge was clear: regain control of the post-purchase journey and turn it into a driver of engagement rather than a source of frustration.

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The solution? A seamless post-purchase experience: centralisation, proactivity, and customer focus.

Thanks to proactive delivery notifications, customers are alerted in case of any issues, such as a delayed package or a change of pickup point. This proactive communication prevents "Where's my package?" queries and improves overall satisfaction.

Post -delivery surveys complement this system by automatically collecting customer feedback upon delivery, allowing for continuous adjustments to the post-purchase experience and reducing the number of negative delivery-related reviews.

Courir has transformed its carrier claims management by centralising all cases in a single tool, 90% of which is pre-filled.

"Our agents now only ZigZag for all carrier claims. It's a real time and productivity saver: a single tool to manage everything."

Anne-Sophie Guignard, Customer Service Manager @Courir

The result: processing time cut in half and tenfold productivity for support teams.

The personalised tracking page, branded with the company's colours, becomes a powerful marketing and loyalty tool throughout the post-purchase journey. And thanks to neutral and unified carrier data, Courir has a reliable logistics dashboard to manage its service providers, improve delivery accuracy, and negotiate better contracts.

Courir thus combines efficiency, responsiveness and proximity, for a smooth customer experience from order to delivery.