musicMagpie deploys Sorted REACT delivery experience solution

Online retailer musicMagpie has partnered with delivery tech venture Sorted.

A trial of the latter’s REACT solution was implemented in April for the return journey on the customer trade-in side of its business.

By using REACT’s delivery tracking engine, musicMagpie says that it strengthened communication with customers across its digital channels, improved shipment tracking by providing automated updates and more accurate visibility of the parcel’s journey.

Now, customers can self-serve queries and customer service teams can take action to resolve escalations.

This has helped to reduce the amount of WISMO (where is my order) enquiries and alleviate the pressure on customer service teams.

Since REACT was implemented, musicMagpie has seen a 63% drop in these types of queries despite significant online growth and challenges during the coronavirus pandemic.

It plans to roll-out REACT across its store side of the business later this year.

Jonathan Beirne, Group Head of Customer at musicMagpie, says: “It’s imperative that we retain the highest quality customer service while our business continues to grow.”

“By listening to feedback and innovating our digital channels, we have been able to strengthen our communication with customers, allowing their queries to be resolved more effectively while alleviating pressure from our own teams.”

“Our partnership with Sorted has been extremely valuable in helping us navigate the challenges we face as a growing online business and we’re looking forward to rolling out further.”