Withings

The challenge: A delivery experience that betrays the brand image

As a premium HealthTech company, Withings wanted to offer a post-purchase experience that meets the high expectations of its customers.

With products designed to interact harmoniously, the brand wanted to make an impression from the first order and encourage customers to explore its entire ecosystem.

Withings also wanted to relieve its support teams by reducing delivery demands.

The solution? Premium post-purchase communication

By sending automatic emails to proactively inform customers of possible delivery issues, Withings has not only increased the efficiency of its support team, but also reassured its customers on the follow-up of their orders.

With feedback forms sent automatically after each delivery, the brand was able to continuously refine the post-purchase experience and measure its NPS.

By redirecting customers to Trustpilot once the form was completed, Withings also tripled the number of reviews on the platform, thus strengthening its credibility and brand image. It also better guided feature customers and what to expect, helping to proactively reduce future returns.

On the logistics side, as ZigZag tracks every event from carriers, the logistics team at Withings is in a position to access valuable data via the Logistics dashboard.

For Withings, the most important metric that ZigZag allowed them to track is the shipping time: the time it takes for a package to arrive, from order to delivery.

The result? A post-purchase experience that informs and reassures customers

By transforming its post-purchase experience, Withings significantly improved both customer satisfaction and operational efficiency. Automated, branded delivery notifications kept customers informed throughout their order journey, reducing uncertainty and enabling the support team to handle more than 600 enquiries automatically each month. The initiative also delivered a 350% return on investment through improved support efficiency, while proactive post-delivery communications helped triple the brand's Trustpilot reviews.

The enhanced delivery experience also gave Withings greater visibility into its logistics performance. By tracking carrier data and shipping times in real time, the business was able to identify opportunities for improvement while ensuring its premium post-purchase experience matched the quality of its products. The result was a stronger customer experience, a more efficient support operation, and increased trust in the Withings brand from purchase through to delivery.