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Wednesday 13 November 2019

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Payments Awards 2019

Robert Dyas improves post-purchase experience

Written by Peter Walker
27/06/19

Robert Dyas has partnered with Narvar to help improve its post-purchase customer experience by providing consistent and branded communications.

Currently, online customers are directed to third-party websites for delivery updates and drop ship deliveries. The retailer works with multiple carriers and more than 100 drop ship suppliers to provide delivery updates and to communicate the whereabouts of customers’ orders.

Using Narvar’s software-as-a-service platform to manage its post-purchase customer experiences Robert Dyas can offer customers real-time, branded updates from basket to delivery, providing delivery notifications for every order and all fulfilment methods.

While email is still a key communications channel, the functionality is there for the hardware and homeware retailer to also embrace customer demand for updates via SMS and Facebook Messenger.

Simon Spencelayh, e-commerce director at Robert Dyas, said: “We’re nearly 150 years old and excellent customer service has always been at our core – this is another way that we are keeping up with the ever-changing agility of the marketplace.”

Anthony Gavin, regional director for EMEA at Narvar, added: “It’s vital that brands and retailers recognise the importance of the experience the customer receives beyond the buy button.

“The moments after a sale are the ‘honeymoon moment’ when a customer is at the height of anticipation – in today’s competitive retail landscape it is essential brands serve premium experiences to turn one-time customers into loyal advocates.”


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