Hotel Chocolat treats online customers

British chocolatier Hotel Chocolat has partnered with a new platform to improve online customer satisfaction

Hotel Chocolat is investing in the online experience for the first time having seen a substantial uplift in ecommerce sales during the pandemic, which now accounts for 50% overall.

The luxury chocolatier is leveraging parcelLab’s technology to better meet the needs of the growing online audience, having recently reported now having 3 million customers on its database, an uplift of 66% since the end of 2019.

This includes reducing WISMO enquiries, relieving the pressure on its customer services team, where the volume of calls has increased in line with sales. The chocolate company is also looking to parcelLab to help drive greater online loyalty through enhanced post-purchase communications, which are proven to help ease customers’ worries around delivery.

Communications

parcelLab will be working with the brand to deliver email communications to customers in addition to serving push notifications to VIP.ME customers through the Hotel Chocolat app.

They will also be creating and launching a branded order status tracking page, both in web shop and on the app, which not only keeps customers updated on the status of their order but offers opportunities to engage with customers in new and exciting ways.

Martin Bell, ecommerce director at Hotel Chocolat said: “While we are delighted to welcome customers back in store, the desire for an exceptional online experience will remain, and being able to provide these through our partnership with parcelLab will prove vital in driving long-term customer loyalty.”