parcelLab gives FARFETCH control of their end-to-end customer journey
Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers. Founded in 2007 by José Neves for the love of fashion, and launched in 2008, FARFETCH began as an e-commerce marketplace for luxury boutiques around the world.
Desire to own customer journey
Once a customer purchases, they receive a branded FARFETCH dispatch confirmation email with tracking information. This is also accessible via their FARFETCH ‘My Account’.
Complex supply chain is hard to communicate to customers
FARFETCH’s pioneering business model means that they ship products to customers from multiple brands and boutiques, department stores and third party warehouses. As a result, the post-sales journey can be complex for customers ordering multiple items, as they may be shipped from different locations. These customers would therefore receive – from FARFETCH – a different tracking link for each item within an order, as well as multiple comms from carriers.
Personalizing customer communications
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