When we first engaged, Native was shipping to three countries. They had massive international demand. At the same time, Native was founded as a company that offered a best-in-class experience; they felt that their international shipping offerings didn’t live up to the brand’s standards.
Through the tracking experience, Passport assumes the bulk of shipping questions from the Native customer service team
Passport helped Native identify a few opportunities for improvement:
These issues are expensive. First of all, the hard cost of support: consumers would email, and the Native team would have to research each shipping issue. Second, a bad consumer experience leads to missed revenue via higher-churn and less word-of-mouth. Additionally, in international shipping, return-to-sender shipments have the highest hard costs, as re-importing a product not only means lost revenue and a bad experience, but also another shipping leg.
Accurate timelines from your carrier
Last-mile delivery partner and tracking number surfaced
On-page support lets Passport handle shipping questions
The core of Passport’s solution for Native revolved around the branded tracking experience.
Now that international shipping lives up to Native’s brand standards going global is becoming a key part of their growth.
Welcome to Passport! How can we help?
− Passport Shipping team