Hotel Chocolat is providing more information about deliveries to improve its shoppers’ online experience, which has resulted in a 50% sales spike.
The chocolatier teamed up with ParcelLab, the operations experience firm, to improve its customers’ online experience at a time when they have been doing more of their shopping online over the last year.
Hotel Chocolat has seen its ecommerce grow fast during the pandemic to the point where more than 50% of sales now start online, and it has more than three million customers on its database. The company has 140 stores in the UK.
Now, the business plans to send delivery updates by email as well as push notifications to members of its loyalty club who use its app, using ParcelLab technology.
The partnership will also see the launch of a Hotel Chocolat order status tracking page both online and on its app in order to keep shoppers informed. The page will also feature recommendations and suggestions alongside content and advice.
Martin Bell, ecommerce director at Hotel Chocolat, said: “Despite the challenging circumstances, the last 15 months has seen our ecommerce business go from strength to strength. It has demonstrated how important it is that we continue to invest in the online experience making improvements and creating even stronger relationships with our customers.