Hotel Chocolat Sends Bespoke Delivery Updates via Their App
Hotel Chocolat is a well-loved luxury British chocolatier and cacao grower with 140 stores, a London restaurant, and a cacao estate in Saint Lucia. When the pandemic hit in 2020, e-commerce demand surged to account for 50% of overall sales.
A Sweet Solution
Hotel Chocolat partnered with parcelLab's Operations Experience Management platform to better meet the needs of their growing online audience. parcelLab designs and delivers bespoke customer communications throughout the customer journey, each branded in Hotel Chocolat's familiar tone and style.
Omnichannel Delivery Updates
The team delivers both email communications and push notifications to VIP.ME customers through the dedicated Hotel Chocolat app. parcelLab is also collaborating to create a branded order status tracking page on both the web shop and the app.
Client Quote
"parcelLab's expertise and proven success rate in helping brands navigate the post-purchase experience makes them a great fit for us. They understand our business and our challenges."
-- Martin Bell, E-commerce Director, Hotel Chocolat
Valuable Customer Touchpoints
The omnichannel approach benefits customers who receive proactive delivery updates without needing to contact support. Within the order status tracking page, the team can easily embed fresh content tailored to each customer based on search and order history, encouraging additional purchases.
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