KBC Horse Supplies helps customers get horse equipment and supplies delivered or ready to collect in store. With WISMOlabs, KBC estimates 60% fewer order-status inquiries compared with its previous standard BigCommerce order and shipment notifications.
The improvements include clearer delivery notifications, guidance through shipment problems and instructions for buy online, pick up in store (BOPIS), also called click and collect.
The Challenge
KBC’s internal processes required a custom approach to customer communication. Customers needed messages that reflected how they would receive their order and answered the questions that mattered: What happens if my delivery is delayed? Is my order ready to collect? Where do I go?
The Solution
Clearer messages across the order journey
WISMOlabs evaluated KBC’s existing messages and tailored BigCommerce order notifications to keep wording, expectations and next steps consistent. Branded emails and a tracking page help customers follow shipment progress between updates.
Delivery notifications that adapt to the situation
Dynamic shipment notifications cover milestones, delays and delivery exceptions. A shipping delay email adapts to the situation, explaining what customers can expect and any steps they need to take.
BOPIS notifications that help customers get there
The ready-for-pickup email combines collection instructions with directions that integrate seamlessly with in-car navigation. Customers can route their journey to the pickup location directly from the email.
The Results
KBC reports an estimated 60% reduction in order-status inquiries, alongside fewer complaints from customers and employees.
Client Testimonial
“Clearer order updates mean less frustration for our customers and fewer status questions for our team. That gives us more time to help with new orders and resolve product availability issues.”
Whitney Jones
Special Projects Manager / Marketing Coordinator, KBC Int’l Horse Supplies
Related WISMOlabs capabilities
- BigCommerce integration: connect order data to tailored customer communication.
- Branded tracking portal: give customers a familiar place to follow shipments.
- Intelligent shipment notifications: explain progress, exceptions and next steps.
- Reduce WISMO inquiries: answer order-status questions before they become support contacts.
Unlock Your Post-Purchase Advantage
Book a personalized demo with our post-purchase experience experts and see how WISMOlabs can transform your customer journey from Good to Great.