Since its establishment in 1707, Fortnum & Mason has been synonymous with extraordinary hampers, delicious food, joy-giving gifts, and unforgettable experiences. Today, Fortnum & Mason is a renowned establishment, with an award-winning e-commerce website, and the go-to brand for consumers looking for unique, high-quality gifts for every occasion. 

Given that gifting is such a big part of its business, Fortnum & Mason requires an exceptional post-purchase customer experience to alleviate concerns and ensure both the gifter and the recipient are satisfied with the order. Fortnum & Mason’s Head of Customer Success Rhonda Floyd explains: 

“With gift giving there comes a certain amount of anxiety for the giver, because they want to make sure that the gift gets to the recipient on time, it’s beautifully packaged, and the recipient feels joy when they receive it. If there’s any uncertainty around where the package is and when it will be delivered, it can ruin the entire experience.”  

The Fortnum & Mason team chose Narvar as the brand’s post-purchase platform to make sure all consumers that interact with the brand after an order has been placed—whether customers or gift recipients—have an incredible experience. 

Decreasing Fortnum & Mason’s WISMO queries by 50%

Rhonda and her team chose Narvar Track & Notify to power post-purchase delivery communications for Fortnum & Mason customers. With an eye for detail, the Fortnum & Mason team implemented the following tracking functionality and features: 

• A seamless, automated email flow to notify customers about the status of their package delivery. 

• An initial email series triggered to send prior to the package being scanned into the mailstream. This proves useful in providing peace of mind for advanced gifters, like those purchasing Christmas presents in July. 

• The option to send the package tracking link to the gift recipient—in addition to the buyer—so that the recipient can get direct, real-time updates and properly prepare for the package’s arrival. 

• An integration between Narvar and Fortnum & Mason’s live messaging channels, so that customers can get package tracking updates when they search within Fortnum & Mason’s live help chat, streamlining results and reducing the support representatives’ workloads. 

As a result, Fortnum & Mason experienced a decrease in WISMO queries of 50%. Plus, by matching the brand’s tone and voice in all post-purchase communications, the customer has a joy-inspiring experience at every touchpoint. 

Integrating With Zendesk For Streamlined Support

Further, Fortnum & Mason leverages the Narvar and Zendesk integration to give customer support teams direct access to delivery statuses and order information. This partnership empowers support representatives to independently access package tracking information to resolve tickets faster, increasing their efficiency and customer satisfaction. 

“The Narvar and Zendesk integration makes it much quicker for support representatives to access tracking information. The feedback from the team is that they absolutely love the widget!”

– Rhonda Floyd, Head of Customer Success at Fortnum & Mason 

Leveraging Narvar’s Flexible Platform to Improve Trustpilot Ratings

When Rhonda and her team explored software to capture customer reviews, they were happy to find that Narvar’s platform was flexible enough to support their needs without having to purchase or manage additional software. With Narvar, they are able to automatically send customers a survey request to leave a review for the brand on Trustpilot. 

The result? The Fortnum & Mason review rating increased from 1.9 to 4.5 in a matter of months.

“Narvar is a true partner in how we improve on our customer journeys and communication. I love the flexibility of the Narvar platform—it helps us achieve our goals, drive innovation, and avoid the cost and headache of adding additional software.” 

– Rhonda Floyd, Head of Customer Success at Fortnum & Mason 

Automating Returns With Narvar Returns & Exchanges

Given the success of its years-long partnership with Narvar, Fortnum & Mason recently adopted Narvar Return & Exchange to automate return requests and, ultimately, improve customer communication throughout the return process. 

Before Narvar, customers would not receive an update when their returned order reached key milestones (e.g. the items reaching the DC, the return being processed and accepted, and payment being processed and cleared).

With Narvar, customers automatically receive updates on the status of their return, decreasing WISMR inquiries and improving the customer experience. 

Perfecting the Basics of the Post-purchase Experience

For the Fortnum & Mason team, an incredible post-purchase experience is in the details. Fortnum & Mason found in Narvar a post-purchase partner with a flexible solution that could allow its team to customize email and notification flows in order to provide an exceptional experience. 

“We attribute our success to having a keen attention to detail in getting the basics just right for us and our customers,” explained Rhonda. “These straightforward improvements, coupled with Narvar’s flexible technology, go a long way in streamlining journeys for our customers and improving their communication and love of the brand.” 

– Rhonda Floyd, Head of Customer Success at Fortnum & Mason