Get to know 032c
032c is a magazine and apparel brand founded in 2012 in Berlin. They publish findings digitally and in a printed manual twice annually. Named one of fashion's most influential cult publications by Business of Fashion, 032c is one of Germany's most well-known and international apparel brands with a big social media following, especially on Instagram, where the brand has a community of more than 280k followers.
Before yayloh — 032c distinctive branding cannot be showcased during the return process
Brand identity and design have been vital to 032c's success. While both are strongly present throughout the purchase process, with a manual return experience, there is no space to showcase 032c's distinctive design and brand identity during the post-purchase journey.
Additionally, with a manual return process, customers and the brand didn’t have a direct communication channel, which prompted customers to ask about their return status via Instagram DMs. The high number of messages became unbearable for the customer success team and was damaging customer satisfaction and loyalty.
To preserve and increase customer loyalty, the team at 032c started looking for a software solution to elevate their brand and offer a fully digital experience during the post-purchase journey.
Our brand makes 032c unique, hence why it's essential to make sure it is showcased throughout the entire customer journey. Partnering with yayloh allows us to design and brand the return process to our guidelines and have our brand present when our customers most need to know we're there for them.
With yayloh — 032c’s brand at full display with a digital return process
yayloh proved to be the ideal choice of return management software because it solves 032c's two main issues: lack of design freedom and brand presence post-purchase and swamped customer service.
The set-up process was very straightforward; yayloh seamlessly integrated with 032c's Shopify store and was up and running in a few days.
By automating processes [with yayloh], the customer service team has reduced calls and messages. This way, we can prioritize our customer service team's focus on more complex tasks. It makes a difference in the quality we can provide to our customers.
Elevating the brand experience throughout the return process
032c customised the digital return form to an advanced level to match the brand’s distinctive design and guidelines. Brand cohesion makes customers feel safe about their return as they never leave the brand’s atmosphere. This improves customer loyalty and, consequently, the brand’s profitability.
Direct and straightforward communication
Since implementing yayloh, 032c now has direct and clear communication with their customers through a fully digital return process. This had helped reduce Instagram DMs complaints and save several hours per week just on that.
Before yayloh, the customers turned to Instagram to complain about their return, and it became unbearable. I had to take care of this. Partnering with yayloh allowed us to have a more direct and controlled channel of communication with our customers, and the number of complaints coming from Instagram DMs decreased dramatically.
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