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Robert Dyas to enhance its customers’ post-purchase experience

Robert Dyas has partnered with Narvar, a customer experience platform that helps consumer-oriented commerce companies deliver better post-purchase experiences. The collaboration will see the homeware retailer further improve its customer experience after the buy button by providing consistent and branded communications.

Currently, online customers are directed to third-party websites for delivery updates for drop ship deliveries. The retailer works with multiple carriers and 100+ drop ship suppliers to provide delivery updates and to communicate the whereabouts of customers’ orders. By working with Narvar, Robert Dyas will ensure customers receive seamless experiences and service throughout the purchase journey, regardless of how orders are fulfilled and the channels on which customer interactions occur.

Using Narvar’s SaaS platform to manage its post-purchase customer experiences, Robert Dyas can offer customers real-time, branded updates from basket to delivery, providing clear delivery notifications for every order and all fulfilment methods. This level of assurance is important to customers, who will be directed to branded order tracking pages and proactively informed on the delivery status of their order. While email is still a key communications channel, the functionality is there for the hardware retailer to also embrace the widespread customer demand in retail for updates via SMS and Facebook Messenger.

Simon Spencelayh, eCommerce Director atRobert Dyas said: “We’re delighted to be partnering with Narvar to create even more transparency throughout the entire customer journey. Robert Dyas is nearly 150 years old and excellent customer service has always been at its core. This is another way that we are keeping up with the ever-changing agility of the marketplace.”

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