Building The Foundation: PSD Underwear Boosts Customer Loyalty With Order Tracking

There’s nothing worse than feeling uncomfortable and restricted in your undergarments. As the foundation of your outfit, your underwear should be comfortable, breathable, and, most importantly, affordable. That’s where PSD underwear comes in. PSD specializes in premium, cost-effective underwear built for athletes, trendsetters, or people who just really love underwear.

Just like underwear is the foundation of every outfit, the foundation of the customer journey is the post-purchase experience. Without it, your brand is missing out on more than just potential sales, but more importantly, loyal customers. PSD recognized that, so they started by implementing branded order tracking, and the rest is history.

Recognizing The Gap In The Customer Experience

PSD recognized a gap in their customer experience post-purchase. Like many eCommerce brands, their transactional emails—such as shipping confirmation and delivery updates—were generated by third-party carriers, leading to a fragmented brand experience. These transactional emails often lacked personalization and engagement, and they didn’t offer opportunities for the brand to connect with customers beyond the point of sale.

The challenge was clear: PSD needed to transform these underutilized touchpoints into valuable brand experiences to increase customer engagement, boost repeat purchase rates, and ultimately drive more revenue.

Mending The Gap With Malomo's Branded Order Tracking

PSD chose Malomo’s branded order tracking platform to transform the post-purchase experience into a revenue-generating channel. Branded order tracking goes beyond simply informing customers about their order status; it creates meaningful touchpoints that drive customer engagement and loyalty. With Malomo, PSD had the tools to create customized, branded order tracking pages that kept customers engaged with their brand from purchase to delivery.

Here's how PSD transformed the post-purchase experience:

1. Branded Tracking Pages: Instead of redirecting customers to a generic carrier tracking page, PSD leveraged Malomo to create a fully branded order tracking page. Their new and improved tracking page features real-time tracking, PSD’s unique branding elements, promotions, and product recommendations.

2. Engaging Transactional Emails: PSD transformed shipping confirmation and delivery update emails into marketing assets. By integrating Malomo’s platform, these emails were redesigned to be visually appealing, on-brand, and packed with value—showcasing new arrivals, promoting flash sales, and highlighting customer stories.

3. Dynamic Content and Product Recommendations: The branded tracking pages featured personalized product recommendations based on customers’ previous purchases and browsing history. This dynamic content strategy created upsell and cross-sell opportunities during the high-engagement window when customers were eagerly awaiting their orders.

4. Data-Driven Insights: Malomo’s platform provided PSD with deep insights into customer behavior, such as open rates, click-through rates, and time spent on tracking pages. This data enabled PSD to refine its marketing strategies and continuously optimize the post-purchase experience.

PSD's Unique Order Tracking Page: Standing Out From The Crowd

No two branded order tracking pages are the same. Aside from its stunning branded elements, PSD differentiates its order tracking page with a few impressive components:

• FAQs: Customers have a lot of questions after they hit the “buy now” button. Can you cancel your order? What is the return and exchange policy? PSD answers these questions at the top of the tracking page so customers don’t have to comb through the website.

• Customer support: Sometimes, the FAQs aren’t enough, so on the tracking page, PSD customers can easily contact support or click on the help center to get further assistance with their order.

• Trending products: A little upsell never hurt anyone, right? PSD created a “trending in your area” section to encourage customers to purchase while their order is getting packed.

The Results Of Branded Order Tracking

By implementing Malomo’s branded order tracking, PSD achieved some pretty impressive results, but it was the level of email engagement that stood out:

• Higher Email Open Rate: PSD saw impressive email engagement rates, such as a 68.4% open rate

• Higher Email Click-Through Rate: PSD also saw an incredible 28.6% increase in their click rate for ‘Out For Delivery’ emails.

The secret to better email engagement? Branded and visually engaging content. When brands think outside of the box and ditch generic, text-heavy emails from third-party carriers, customers are more likely to open and engage with these emails.

By focusing on personalized and engaging content during this crucial phase of the post-purchase experience, PSD successfully improved engagement metrics and built stronger customer relationships.