True Classic drives 29% revenue growth per email
How the fast-growing menswear brand used AI-powered post-purchase messaging and branded tracking pages to boost revenue and cut support tickets.
29%
Revenue growth
per email
Company
True Classic
Industry
Fashion & Luxury
Products Used
AI, Delivery, Insights, Returns
Integrations
Klaviyo, Shopify, Happy Returns
Unclear delivery dates drove frustration and support tickets
True Classic partners with third-party delivery providers. When customers purchased items and shipments were sent out, delivery providers would send notification emails containing tracking numbers. However, these communications lacked clarity about expected delivery dates due to handoffs between delivery services and local carriers.
This uncertainty frustrated customers, who would contact True Classic's support team asking when orders would arrive or why shipments hadn't been delivered yet -- driving up WISMO inquiry volume and putting pressure on the customer experience team.
AI-powered delivery predictions and branded tracking
parcelLab's AI capabilities analyzed average transit times and integrated this data into True Classic's post-purchase experience, allowing the company to proactively inform customers of expected delivery timeframes from the moment of order placement.
Automated updates
parcelLab triggered shipment notifications automatically, replacing manual processes with reliable automation.
Branded tracking page
A dedicated tracking page and returns portal directed customers to the True Classic website instead of carrier sites.
Proactive communication
From order placement onward, customers received clear expectations about arrival dates, significantly decreasing WISMO inquiries.
Revenue growth and reduced support burden
29%
Revenue growth per email
↓
Shipment-related support tickets reduced
↓
Negative reviews on third-party sites decreased
↑
Q1 performance notably improved over prior year
“Partnering with parcelLab allows us to bring exceptional service to post-purchase journeys, keeping customers informed and reducing frustration while reflecting our brand values.”
Jordan Gesky
Senior Customer Experience Manager, True Classic
“Our partnership has enhanced transparency and reduced friction in post-purchase experiences through proactive delivery updates, decreasing inquiries while improving customer confidence.”
Max Wainer
Team Lead, Customer Success at parcelLab
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