Shipup

👨Your customer is a human, not just another ticket. Matthieu Maloux, CEO & former CRO at easiware, has a strong conviction. It is paramount that customer support agents be equipped to respond to queries in a context-specific manner. Why? Ensuring a consistent experience across all channels- email, social media, phone, messenger pigeon etc- is key to forging lifelong relationships with customers and increasing repurchase. This is particularly true for the post-purchase phase: if an e-tailer fails personalize the customer experience after purchase, the customer “won’t give them a second chance” (Matthieu’s words!) And the data checks out: our recent study found that 𝟕𝟐% 𝐨𝐟 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐰𝐨𝐧’𝐭 𝐬𝐡𝐨𝐩 𝐚𝐠𝐚𝐢𝐧 𝐚𝐟𝐭𝐞𝐫 𝐚 𝐛𝐚𝐝 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞. Discover the full 𝐒𝐡𝐢𝐩𝐮𝐩 𝐓𝐚𝐥𝐤𝐬 podcast episode 👉 https://lnkd.in/eB27pqBU

Happy Shipup anniversary Angélique Wan and Léa BROCHARD We couldn’t be where we are today without Angie, Senior Talent Acquisition Manager Business, who for 4 years now has been building the team from the ground up. 🚀 Onboard Shipup since 2020, Angélique Wan was motivated by the opportunity to evolve in a small team where she could have a real impact. With a 50+ strong team of Shipuppers today, compared to just 15 when Angie joined, it’s safe to say that she has certainly succeeded in her mission! 👶 Having recently welcomed her first child, Angie currently splits her workdays between our office in Paris 9 and her home (we allow both!) to make the most of her little one. Léa BROCHARD swiftly climbed the ranks from Product Director to CPTO (Chief Product and Technology Officer) at Shipup, just 9 months after joining in 2022. At the intersection between design, business, and tech, Léa is passionate about shaping products in a sector as new and innovative as post-purchase - watch this space 👀

Today, we celebrate our 8-year anniversary 🎂 2016. The year Facebook marketplace launched, Shopify's revenue grew 90% year-over-year and Brexit changed online trade across the Channel forever. It was a huge year for eCommerce, and even more so for post-purchase. Because in a wee Parisian apartment, three graduates who’d met on exchange in New York— Térence Delahaye, Quentin Maurice and Romain Ogiela— set out on a mission to transform the post-purchase experience for online retailers. Proactive order updates. Fully branded tracking pages. Revenue-retaining returns. The dream quickly turned into a reality and by 2017, Shipup was incubated by Veepee and Zendesk at STATION F, the world’s largest startup campus. We gained our very first customers including Camif, Withings, émoi émoi, 1001hobbies and Cheerz.com. Shout out to Laurent Partouche and Clément Thibault and for supporting us from the very beginning 💙 In 2018, we secured a €1.2 million seed round, putting us on the track for growth. Then came the year that changed everything for us: a 6 million € series A round with Elaia and Bpifrance in 2020. We more than doubled our team during that period, hiring 30 new Shipuppers. In 2022, Shipup was acquired by Global Blue. And that, dear LinkedIn readers, brings us to 2023. Just last year, when Agop Ashjian had the pleasure of taking command of the Ship. Coming from the Shipup employee that’s writing this: it’s truly a pleasure to work with such incredible people everyday, building such an exciting product. I hope my colleagues feel the same. We are absolutely thrilled to see what this next year of Shipup will bring. We’ve already got some big announcements up our sleeves — more on that shortly. For now, cheers to eight years 🎉

Google has recently tested a full-width rich card section at the top of search results for eCommerce queries, as pointed out by Brodie Clark. It’s a stark reminder that online retailers must be constantly alert when it comes to customer acquisition trends. Some online brands that have mastered this art include Universal Works and Charlotte Tilbury Beauty. But for an online retailer to truly stand out, they must look beyond acquisition and focus on retention, offering a memorable experience after purchase. 𝐀𝐜𝐪𝐮𝐢𝐫𝐢𝐧𝐠 𝐚 𝐧𝐞𝐰 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐜𝐚𝐧 𝐜𝐨𝐬𝐭 𝟓𝐗 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐫𝐞𝐭𝐚𝐢𝐧𝐢𝐧𝐠 𝐚𝐧 𝐞𝐱𝐢𝐬𝐭𝐢𝐧𝐠 𝐨𝐧𝐞. Post-purchase is key to becoming your shoppers’ favourite brand. From personalized tracking pages to proactive order notifications, it pays to invest in the post-purchase experience, boosting repurchase, AOV and ultimately ROI. Drop your favourite online retailer in the comments ⬇️ What sets them apart?

✨ Smashing Time with You at eCommerce Expo London! 🌈✨ We’re thrilled to have had such a fantastic time at the eCommerce Expo London, It was great meeting everyone and exploring how we can help elevate your post-purchase experience. We’re glad it didn’t rain cats and dogs, just brilliant insights and exciting conversations! 🐾 A big thank you to everyone who connected with our experts: Kelly Murphy, Antoine Laguilliez, Brianna Horn, and Caroline Gaubert-Amy. We were so glad to see our lovely partners Nosto, ZigZag Global, Shopify and Gorgias. It was such a pleasure discussing how we’ve empowered top brands to boost repurchase rates and build strong brand loyalty. 🫶 For those who couldn’t make it, don’t worry! 𝐒𝐭𝐚𝐲 𝐭𝐮𝐧𝐞𝐝 for updates on how we’re continuing to transform the post-purchase experience. Cheers to a successful event, and we look forward to continuing the conversation! 🥂 #EcommerceExpo #Shipup #PostPurchaseExperts #CustomerLoyalty #Innovation #ZigZag #Gorgias #Nosto #shopify

🇬🇧 Pleased to Meet You, eCommerce Expo London! ☔ 🌟 📍 We’re at 𝐁𝐨𝐨𝐭𝐡 𝐆𝟑𝟒 and we can’t wait to see you! 🤸♂️ 🤸♂️🤸♂️ Join us today and Thursday, September 19th, to explore how we can boost your repurchase rates, build brand loyalty, and elevate your post-purchase experience. Connect with our post-purchase experts: Kelly Murphy, Antoine Laguilliez, Brianna Horn, and Caroline Gaubert-Amy, alongside ZigZag Global, to learn how leading brands like JACQUEMUS, 😎 Specsavers, Photobox and L’OCCITANE Group are redefining the post-purchase experience✨ 🚀 🛒 Looking forward to welcoming you! And, we have a little Parisian surprise waiting for you! 🥐 🎁 💫 Cheers! #EcommerceExpo #Shipup #PostPurchaseExperts #CustomerLoyalty #Innovation #Zigzag #AspinalLondon #specsavers

As summer fades 🍂 and the holiday season feels distant, it’s natural to feel nostalgic. But here’s the silver lining: autumn is a peak season for e-commerce sales, making it the perfect time to boost customer loyalty and drive repeat sales. 🚀 We’re so excited for #EcommerceExpoLondon, happening tomorrow, September 18th Wednesday, and September 19th Thursday at Booth G34! 🤝 Connect with our teams from Shipup and ZigZag Global and discover how we’ve empowered leading brands like Aspinal of London Limited and Topps Tiles. Meet Kelly Murphy, Antoine Laguilliez, Brianna Horn and Caroline Gaubert-Amy to learn how we can help you enhance your post-purchase journey, increase repurchase rates, and reduce WISMO (Where Is My Order) tickets. 👉 There's still time to join, sign up here: https://lnkd.in/dkX6yqCp And while you’re at it, swing by our booth for a chance to win tickets to Paris! Imagine sipping a café au lait by the Seine—who wouldn’t want that? 🥐🌸 ⏰ Tic toc, time is running out—secure your spot today! #EcommerceExpo #Shipup #PostPurchaseExperts #RepeatSales #CustomerLoyalty #AspinalLondon #Zigzag

How should online retailers communicate their values? 🫶 FAGUO and Peak Design, both B Corp certified fashion and accessories e-tailers, leverage post-purchase emails– sent throughout delivery and returns– to highlight their social and environmental actions. With 𝐩𝐨𝐬𝐭-𝐩𝐮𝐫𝐜𝐡𝐚𝐬𝐞 𝐞𝐦𝐚𝐢𝐥 𝐨𝐩𝐞𝐧 𝐫𝐚𝐭𝐞𝐬 standing at 𝟔𝟎%— almost twice the eCommerce average (source: HubSpot)— these emails are the perfect way to spread the word of your brand’s principles and boost customer loyalty. And your values have a concrete impact on business: shoppers are 4-6X more likely to repurchase from purpose-driven brands (source: Zeno Group). 3 ideas to highlight your brand’s values after purchase:  🌟 Showcase your certifications & badges, from B Corp to Fair Trade and ISO standards. 📦 Promote use of sustainable packaging, as well as carbon-neutral shipping. 💡 Provide tips & loyalty programs focusing on how customers can care for their product in an eco-friendly way. Keen to find out more tips to promote your principles in post-purchase emails? Discover our latest article 👉 https://lnkd.in/eK9smkbY

ASOS.com has recently made headlines for charging customers £3.95 to return their order if they keep less than £40 worth of items. Is this fair?

Nous adorons recevoir ce genre de feedback de nos clients 💙 Maxime Thiebault-Yanga, Head of Customer Success chez Lalalab, la plateforme d'impression photo, a récemment fait l'éloge de notre toute nouvelle page d'accueil, qui permet de voir en un coup d'œil le ROI qu'ils ont réalisé avec nous. Merci pour votre confiance Maxime Thiebault-Yanga, Exaucée Matsouma, Clément Rousseau, Anaïs A. & Oksana Feltgen 🫶 Nos conseils pour mettre en évidence le retour sur investissement pour les solutions post-achat :  📦 Afficher clairement combien de nouvelles commandes ont été passées depuis la mise en œuvre.   💸 Mettre en évidence les revenus générés par ces commandes supplémentaires. 📞 Indiquer le nombre de tickets évités grâce à une communication proactive et automatisée. 📉 Souligner la réduction des coûts d'assistance à la clientèle qui en découle. Vous en avez d'autres?