Extend

Jomashop, a renowned online retailer, sought to expand its product line beyond luxury watches to include fragrances, cosmetics, and sunglasses. Operating in a competitive online market, it aimed to enhance customer satisfaction while reducing operational overhead. Jomashop faced challenges in ensuring a seamless and secure shopping experience while managing the complexities of increased shipping demands and customer service interactions. Recognizing the critical need to differentiate through superior customer service, they aimed to maintain their reputation as a trusted online retailer. Their expansion into new categories, however, required additional support to ensure consistent service levels and customer trust.

Jomashop needed an effective solution to enhance their shipping process, reduce associated costs, and improve customer experience as they entered new markets. By partnering with Extend, Jomashop sought to introduce an additional layer of security via Extend Shipping Protection. This initiative aimed at safeguarding their customers against package loss, damage, and theft during shipping, thus building trust and reducing operational challenges. The objective was to seamlessly integrate the protection service with their current product offerings to ensure a compelling value proposition that attracts new customers and retains existing ones, especially entering newly ventured product categories.

Jomashop successfully integrated Extend Shipping Protection into its customer service strategy. This integration involved the deployment of technology-first solutions that automate support claims, enhancing customer experience with quick responses and reducing the frequency of direct customer service interactions. By using Extend's automated systems, Jomashop efficiently handled claims in 90 seconds or less and leveraged detailed analytics to optimize their customer service focus on sales and engagement. The deployment also included rigorous AI-powered fraud detection capabilities, ensuring both operational effectiveness and customer satisfaction were enhanced. This strategic move led to a smooth shipping process delivering additional benefits in terms of operational cost savings.

Jomashop's use of Extend Shipping Protection yielded significant benefits, achieving a 36% attach rate on shipping protection and saving approximately $600,000 in shipping fulfillment costs. The integration reinforced their customer loyalty and trust, enhancing Jomashop's positioning in the competitive market. It successfully attracted a younger demographic, driving a substantial increase in customer confidence and satisfaction levels. With Extend's effective handling of claims, Jomashop experienced reduced operational pressure, enabling their team to pivot focus towards boosting sales strategies and further innovating customer engagement practices.