The Challenge

Research shows that issues such as these cause up to 12% of shoppers to end their purchase journey early.

Struggling with a cumbersome return portal, and delays from customer address inaccuracies, Sennheiser desperately needed a new solution if they were to meet their ambitions for international growth.

The Solution

We got straight to work streamlining their processes and maximising efficiency with two of our apps: Rich Returns and Address Validator.

Rich Returns gave Sennheiser a user-friendly tool that enables customers to process returns or exchanges straight from their site. It’s easily integrated and fully branded to feel like another example of great customer service at work.

Starting with the brand’s EU store, Rich Returns was quickly rolled out to other regions, including the UK, Switzerland and Australia.

Address Validator has also made expansion into new territories much easier for Sennheiser. If shoppers enter the wrong details, Address Validator double checks the location and automatically suggests corrections.

Now staff don’t waste time chasing the correct delivery information, and customers enjoy a seamless experience from order to delivery.

The Result

In 2023, Rich Returns managed around 5,800 returns across Germany. And within a month, Address Validator updated the shipping addresses of over 70% of orders.

These simple plug-in-and-play tools have given Sennheiser a more streamlined, efficient and accurate shipping process. And smooth shipping means very happy customers.