For Rothy’s—one of the original D2C eco-friendly footwear companies—customer service is everything. With sustainability at the forefront of customers’ minds, Rothy’s strives to infuse a seamless experience at every point of the buyer journey.
Ashish Nangia, product manager at Rothy’s, has been laser focused on this process, “Since I started, I’ve been making sure that customers have a pleasant and delightful post-purchase experience—which doesn’t necessarily stop with what the customer sees on the frontend. We know our physical product is great and we want to match that experience on the website and after the purchase, as well.”
“We know our physical product is great and we want to match that experience on the website and after the purchase, as well.”
To better serve Rothy’s customers, Ashish revamped Rothy’s website and processes during the pandemic, including moving more components to their Shopify stack and swapping fulfillment partners.
“Now, our website stack is much cleaner, more efficient, and quicker, “ said Ashish. “Visually, it looks the same, but the plumbing is all new.”
Rothy’s has been a longtime customer of Narvar’s, employing the Narvar platform to help customers know where their order is at all times so Rothy’s could free up their resources.
“After expanding into men’s shoes, bags, etc., smart product recommendations became that much more critical for our tracking pages,” said Ashish. “As we updated our tech stack, we looked to Narvar to continue to enable a seamless experience and the customization we rely on.”
Narvar Track allows users to easily swap out marketing collateral and drag and drop elements, such as product recommendations, items in your order, and more. It gave Rothy’s control over the customer experience, in addition to consistent company branding, ad space for upsell opportunities, and clear communication regarding package status.
“Narvar Track had a few big wins for us. First, the fact that it was so modular was super enticing. My team loved that we could change out assets on our own, instead of relying on the Narvar CSM team to do so,” said Ashish. “The ability to integrate the product recommendations module with our other recommendation vendor pushed us over the edge to make the transition. We see a click-through rate of 14% of customers coming back to our website from our marketing collateral.”
“We see a click-through rate of 14% of customers coming back to our website from our marketing collateral.”
“The process of integrating with Narvar was fairly smooth,” said Ashish. “It felt like the flip of a switch. We also have nearly 100% uptime. There’s never an issue of the experience being down.”
As a result of Narvar Track, Rothy’s customers rate their experience 4.1 stars (out of 5).
“When customers come on the website, we want to help them find the shoe they want to buy, in the right size, color, etc. After purchase, we want to make sure we retain the customer through a great tracking experience—providing the right information in the emails we send and the tracking page,” said Ashish. “Narvar helps us do just that to provide the ultimate customer experience.”
“Narvar has been a great partner to us,” said Ashish. “The biggest brands use Narvar, and we know we’re in good company by trusting them. Anything we need from the support team has been seamless. Narvar is the one piece we don’t have to worry about.”
“Narvar has been a great partner to us. The biggest brands use Narvar, and we know we’re in good company by trusting them.”
Rothy’s is a San Francisco-based direct-to-consumer fashion company founded in 2012. The retailer got its start selling shoes, and has since expanded to selling handbags.
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