Chowdaheadz creates wicked cool shipping that customers love

Chowda case study 3

Chowdaheadz uses Malomo to improve customer service post purchase and drive revenue from customers

New England Through and Through

Founded in 2004, New England lifestyle brand, Chowdaheadz, was started by Ryan Gormady who was always proud of his roots.

Chowdaheadz prides itself on being New England through and through. If you are searching for New England themed clothing, Chowdaheadz is where you will find it (just don’t bring up Tom Brady…)

From their iconic t-shirts, sweatshirts, and hats to their wicked awesome novelty items, Chowdaheadz is a one-stop-shop for all kinds of New England themed items.

The Gap in Control

It is all about customer service for Chowdaheadz. As a company, they believe that great customer service leads to better brand equity,higher customer loyalty, and profitability.

To build brand equity, they want to make sure every interaction shows the customer that they care. So when Alex Pearsons, Chowdaheadz’s eCommerce manager, revisited the stale Shopify notifications he was sending to customers after they bought, he realized they were not up to par with the level of service he wanted.

Customers were growing frustrated by inaccurate shipping emails - causing support tickets from customers asking “where is my order?” and a hit to the loyalty Alex was craving to build with his customers.

For a fast-moving brand like Chowdaheadz, Alex needed more control over those customer interactions so they could build their brand equity when customers were most excited, but also most sensitive.

Chowdaheadz was able to take control of their brand during shipping with Malomo. With Malomo’s Klaviyo integration and customization of their tracking page, Chowdaheadz could represent their brand how they wanted to - with care, humor, and that New England love.

Open rate

of shipping emails

58.7%

Click through rate

of shipping emails

21.1%

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Square

Yes suh!

“We wanted control of the whole customer experience. Customers believe that we are responsible for our merchandise and blame us even if it really is in the hands of UPS or another organization. Through Malomo, we gained control and were able to be more informative to our customers post-purchase and make sure their entire experience was positive.”

Alex Pearsons, Ecommerce Manager

Taking Control of the Experience

By using Malomo, Chowdaheadz is able to quickly and regularly update their email and tracking pages being sent to customers. This comes in handy for a company that has to adapt on the fly to new t-shirt designs and shipping protocols.

For example, when Chowdaheadz started shipping items to customers in multiple packages, they were able to easily notify customers by adding a section on their emails describing that they will be receiving more than one package.. Also, Chowdaheadz is able to keep their content fresh for their customers by continually updating the shirts and designs on their emails and tracking pages

With fresh content being continuously updated for customers, Chowdaheadz has achieved a 58.7% open rate on emails and saw a 21.1% click-through rate on their Just Shipped email.

Rather than losing out on valuable time with their customers, Chowdaheadz is able to communicate with them and sell additional products on their customized tracking pages and emails - leading to a 14x ROI from using Malomo.

“We went with Malomo to provide a better, more accurate tracking experience to customers. So, driving revenue from this channel has been a great addition and a huge win for us.” - Alex

Building Brand Equity One Shipment At A Time

By taking control of the customization of their tracking pages and emails, Chowdaheadz has been able to keep their loyal customers in the loop about shipping, while also generating additional opportunities to sell their New England based products.

Brand equity

“Malomo gave us the ability to stop all the negative interactions customers were having with UPS. Instead, we now have our own beautiful landing page which we can market and sell more products when our customers are most excited. Being able to sell items from our shipping emails was a pleasant surprise and proved to be critical for a company like ours.”

Alex Pearsons, Ecommerce Manager

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