Revamping Customer Experience: A Case Study on musicMagpie
Technology Category
- Sensors - Haptic Sensors
Applicable Industries
- Telecommunications
- Transportation
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Last Mile Delivery
- Track & Trace of Assets
About The Customer
musicMagpie is a leading player in the re-commerce of consumer technology, including smartphones, tablets, CDs, and books. The company prides itself on its commitment to sustainability, refurbishing unwanted tech items to a good-as-new condition before reselling them on its own store as well as global marketplaces. The site and mobile app allow customers to easily get cash for their unwanted tech items. With a rating of 4.7 from over 192,000 Trustpilot reviews, musicMagpie is known for its fantastic customer experience. The company has seen exciting growth as customers become more savvy to refurbished products.
The Challenge
musicMagpie, a leader in the re-commerce of consumer technology, was facing challenges in managing customer experience during peak periods. The company was experiencing a surge in 'where is my order' (WISMO) calls, making it difficult to keep up with the demand. The customer shipping experience was largely owned by three carriers, resulting in a loss of brand engagement at crucial customer touchpoints. The in-house visibility of parcel tracking data and management of delivery exceptions was limited, often leading to the musicMagpie team learning about issues only when the customer contacted the customer service team or when they manually cross-referenced orders with carrier invoices at a later date. The rising volumes and complex delivery operations led to an increase in WISMO enquiries, putting additional pressure on the already busy customer service teams and risking the quality of customer experience.
The Solution
musicMagpie took decisive action to fully own the customer journey and improve the experience for both the customer and the customer service team. The company automated communications and sent tracking updates in their own brand, strengthening the journey and allowing customer queries to be resolved more effectively. This also alleviated pressure on their teams. The solution provided customers and customer service agents with the answers and insight they needed, when and where they wanted it. The company introduced branded, proactive parcel updates, which kept customers informed of delivery/returns status and mitigated the need for customers to get in touch. In instances where customers did get in touch with questions, agents were equipped with the insight they needed to respond in a quicker and more efficient way, with a dashboard putting delivery tracking and exceptions info from multiple carriers in one place.
Operational Impact
Quantitative Benefit
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