Synchronizing the Post-Purchase Experience With Malomo & ShopTrade

Synchro, a company that sells supplements and other products that help people age well, is revolutionizing their post-purchase experience the same way they’re revolutionizing the supplement space. They are a science-based company that uses the latest research in anti-aging to develop their products made with high-quality ingredients and designed to be safe and effective.

Even though Synchro is a relatively new company, they’ve already gained a following of loyal customers and thus Synchro’s team saw the importance of impressing and retaining their new customers. So with the help of ShopTrade, a digital commerce agency and official Shopify Plus partner that offers full-fledged software solutions for continuously expanding businesses, Synchro set out on a mission: to keep their new customers coming back, they partnered with Malomo to get ahead of shipping issues, brand their order tracking experience, and reconvert customers while they wait for their package to arrive.

What is the post-purchase experience?

But before we dive into specifics, let’s make sure we're on the same page. The post-purchase experience is the customer's journey after they have made a purchase from your business. It includes all the interactions they have with your brand, from receiving their order to using the product or service they purchased, and receiving shipment and order notifications.

The Synchro and ShopTrade teams wanted to make sure they built out a phenomenal experience that would impress customers while they eagerly waited for their package. A good post-purchase experience, such as Synchro’s, can help to:

• Increase customer satisfaction: Customers who have a positive post-purchase experience are more likely to be satisfied with their purchase and to do business with your company again in the future.

• Decrease customer support tickets: Customers who know where their order is won’t feel the need to ask your support team that very question.

• Reduce returns and exchanges: Customers who are happy with their purchase are less likely to return it or exchange it for a different product.

• Generate positive word-of-mouth: Customers who have a positive post-purchase experience are more likely to tell their friends and family about your company, which can lead to new customers.

By focusing on providing a good post-purchase experience, you can improve customer satisfaction, decrease support tickets, reduce returns and exchanges, and generate positive word-of-mouth for your business.

Synchro’s beautifully branded order tracking

Synchro hasn’t only mastered the science of aging well but also the art of the post-purchase experience. Their custom order tracking page provides their customers with the most up-to-date shipment and order information and highlights recommended products and educational blog posts.

Did you know that on average, customers check their order status 4.6 times? As we all know, it’s a delicate dance trying to get in front of customers but not so much that the customer becomes annoyed. So, Synchro used this Malomo statistic to their advantage and made those already-existing touchpoints the most valuable they could be. Two birds with one tracking page 😝.

By using Malomo’s Theme App builder right in the Shopify development center, the Shop Trade team was able to get Synchro’s modern and fully personalized order tracking page set up in record time. They were even able to do so without the help of the Malomo Customer Success team!

“In the past we’ve worked with an alternative solution in the space, but once we saw the capabilities of Malomo we switched. They were a lot more modern, better suited for impressing the customers of our clients, and had a quicker pace of innovation to their product.” - Mohammadu Mifras, Founder & CEO of ShopTrade

With the Malomo order tracking block, customers are able to look up their order with either their tracking number or their order number and their email address. Alternatively, if a customer lands on the tracking page from an order update email they receive, they will be directed straight to their personalized tracking page with their order status already populated. Customers find this information so important that they check their order tracking notifications from Synchro with an open rate of 67.83% and a click-through rate of 10.1% over the last 90 days.

Synchro expands on the importance of their products

With science being the foundation of Synchro, it should come as no surprise that they want their customers to be educated on the science behind what they’re putting in their body. So, to make sure that each customer is provided with useful tips and tricks as well as foundational education on their products, Synchro anticipates these needs and puts educational content right where customers look for it. The Synchro team highlights these educational pieces of content on their tracking page, such as the impact of different supplements on the body to the packaging Synchro uses to the impact of bedroom temperature on your quality of sleep.

“We constantly want to deliver to our customers, whether it’s with our product research and development, our customer service, or our post-purchase experience. The high quality product has to be matched with a high quality customer experience, and Malomo has helped us achieve just that.” - Graham Ryan, Founder & CEO of Synchro