As part of its growth plans, musicMagpie wanted to ensure an outstanding service for its customers, giving them a 5* customer experience at every stage. The retailer was seeking to drive innovation in the final mile, in order to connect with customers across every touchpoint of the delivery journey. Therefore, an initial trial of SortedREACT was implemented in April 2021 for the ‘return journey’ on the customer trade-in side of its business.
By using REACT’s delivery tracking engine, musicMagpie strengthened communication with customers across its digital channels, improved shipment tracking by providing automated updates and more accurate visibility of the parcel’s journey. Now, customers can self-serve queries and customer service teams can take action to proactively resolve escalations.
This has helped to reduce the amount of WISMO (where is my order) enquiries and alleviate the pressure on customer service teams. Since REACT was implemented, musicMagpie has seen a 63 per cent drop in these types of queries despite huge online growth and industry wide challenges during the pandemic.
The partnership has been so successful to date that musicMagpie plans to roll out SortedREACT further across its store side of the business later this year.
Jonathan Beirne, Group Head of Customer at musicMagpie, said: “It’s imperative that we retain the highest quality customer service while our business continues to grow. By listening to feedback and innovating our digital channels, we have been able to strengthen our communication with customers, allowing their queries to be resolved more effectively while alleviating pressure from our own teams. Our partnership with Sorted has been extremely valuable in helping us navigate the challenges we face as a growing online business and we’re looking forward to rolling out further.”
David Grimes, CEO, Sorted, commented, “musicMagpie has undergone significant growth in the last twelve months, and we’re thrilled to be part of its inspiring journey. Outstanding customer delivery experience is a key differentiator for retailers and brands, and we’re pleased with the positive impact that musicMagpie has seen since partnering with us. We look forward to seeing our partnership evolve and become even more impactful over the coming months.”