Since implementing the Esendex system, Kiddicare has seen a 30 per cent reduction in its carded missed deliveries rate, improved customer satisfaction markedly and reduced their delivery costs.
Over 80% of Kiddicare’s annual 35 million turnover is generated from online sales and 600,000 items are sold every year through kiddicare.com.
Providing a first class customer service is paramount to their business success. With the majority of its business done online, Kiddicare has to ensure that its delivery service is second to none. The idea was simple: text customers when goods are dispatched.
A partner at Kiddicare explains:
The challenge was finding an SMS provider to integrate with Kiddicare’s existing systems. Kiddicare uses a third party delivery company to deliver its goods purchased from kiddicare.com. Therefore any customer communication system needed to integrate with the existing sales database and warehouse system.
Kiddicare utilises Esendex’s SMS API (Application Programming Interface) to integrate with its existing systems and automate the sending of customer dispatch texts. The outbound-only text delivery system means Kiddicare customers are kept fully up to date with the status of their order and can make changes as required.
Since implementing the Esendex api, Kiddicare has seen a 30 per cent reduction in its carded missed deliveries rate, which is where the delivery company has to leave a card if the customer is unavailable to receive the order.
