Overwhelmed from fielding phone inquiries related to order status and return status, online retailer Crystal Classics decided to use Narvar’s post-purchase platform to reduce operational expenses and improve the customer experience.

Within weeks of implementing three core Narvar products (Track, Notify, and Return), Crystal Classics saw WISMR-related call volume drop by 50%, WISMO-related call volume drop by as much as 60%, and engagement (as measured by click-through rate) on post-purchase marketing improve by 78% over the existing benchmark.

"Our WISMR and WISMO call volume has been cut in half since we partnered with Narvar."

Natashia Head, Voice of the Customer at Crystal Classics

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SMS notifications keep customers happy

Prior to Narvar, Crystal Classics didn’t provide real-time order updates. Instead, they emailed their customers a tracking number which needed to be input manually on the carrier website.

It was unbranded.

It was cumbersome.

And it wasn’t reflective of the high-quality service experience Crystal Classics prides itself on delivering to shoppers.

Narvar Track’s proactive order status notifications (delivered through SMS), eliminated this pain point for Crystal Classics.

As customer service representative Natashia Head explained, “You’ve got to remember, we’re selling luxury items, and a lot of our customers are seniors. Being able to send order status updates directly to their phones—versus emailing them a FedEx tracking number—is incredibly helpful. It makes the customer’s life easier, which makes our life easier.”

"Thanks to Narvar, we streamlined our customer experience—customers can control their order online with text notifications, free returns, and so much more."

Natashia Head, Voice of the Customer at Crystal Classics

More sales for a growing business

Until Crystal Classics implemented Narvar's end-to-end returns management solution, customers needed to pay out-of-pocket for their own product returns. Moreover, customers were forced to print and fill out their own return slip in order to ensure the processing of their return.

This expensive, labor-intensive return process didn’t mesh with the white-glove identity of the Crystal Classics brand. It also dissuaded many one-time shoppers from becoming repeat customers.

With Narvar's end-to-end returns management solution, these problems no longer exist.

“Crystal is heavy and no one wants to pay for shipping even if it’s $5, so anything that streamlines the process for the customer is going to be a positive addition to our business—a smooth, easy returns experience is crucial for getting customers to come back to Crystal Classics. That’s why no one here doubts that Narvar is going to help us increase our sales long-term,” said Natashia.

"Narvar’s customer success team is amazing—onboarding was fast and  smooth. Our returns dispositions need to be very specific, and Narvar helped us customize our options with total ease."

Natashia Head, Voice of the Customer at Crystal Classics