Rachel Bucolo heads ecommerce for this growing D2C (direct-to-consumer) company. Her team is responsible for all aspects of the customer experience for both Onia and its subdivision WeWoreWhat, including collection launches & photo shoots, customer service, operations, and marketing. While aspects of the shopping experience can be very different between the two brands, one of the key things they have in common is urgency around delivery of orders.
“We love that our customers think of us for these special occasions, and one major aspect to that is getting them their packages on time before they leave.”
Most of the time, Onia & WeWoreWhat customers are shopping for an occasion: upcoming travel, birthday celebrations, bachelor & bachelorette parties, anniversaries. “We love that our customers think of us for these special occasions, and one major aspect to that is getting them their packages on time before they leave,” says Rachel Bucolo, eCommerce Director for Onia.
For any customer, the moment between the time they place an order and when they receive it is critical, but even more so when there is a deadline involved. Although Onia was utilizing the standard notification emails available on the Shopify platform, the communication with customers was too limited to meet their demand for information. As a result, Onia’s small team was getting overwhelmed by customers reaching out to check the status of their deliveries.
The standard notification emails from Shopify were too limited to meet customer demand for delivery information.
Rachel implemented Narvar to provide the robust post-purchase experience Onia’s customers were looking for, which drastically reduced the number of WISMO ("Where Is My Order") customer service contacts they received. The team saw an 18% decrease in post-purchase follow-ups from customers since they now have a beautifully-branded tracking page and additional automated touchpoints to give customers confidence about the ETA of their packages.
“Narvar has greatly assisted in this process and has given our customers additional communication and a sense of reassurance during this moment of high anticipation,” says Rachel. “I’d recommend Narvar to any ecommerce brand that is operating with a small team but is scaling quickly, who needs an efficient post-purchase platform and seamless tracking experience. The support and team have been awesome, and we’re so happy to continue this partnership as we continue to grow in the direct-to-consumer space.”
“I’d recommend Narvar to any ecommerce brand that is operating with a small team but is scaling quickly, who needs an efficient post-purchase platform and seamless tracking experience."
Founded in 2009, Onia produces luxury swimwear and ready to wear. Its minimalist aesthetic and resort sensibilities have made it a favorite brand of celebrities and modern travelers alike.
We’ll let you know about our latest products, stories and events.