Average Order Lookup
Shipping Notifications Open Rate
Started in 2017, LaserPecker was inspired by one of its co-founders, who was gifted a laser engraver and was enchanted by its capabilities. After convincing his business partners of the market potential of the portable laser engraver, the company launched the LaserPecker LP1 Pro, a prosumer-targeted portable laser engraver. Today, they have released more sophisticated models of the laser engraver with a mobile and PC app, allowing DIY enthusiasts worldwide to let their creativity fly.
Industry: Tools & Crafts
Platform: Shopify Plus
Year Founded: 2017
Employees: 51 - 200
Usage: Since December 2022
The online explosion of the DIY meta trend dating back to the start of the pandemic found LaserPecker well-positioned to meet the needs of this vibrant internet community. 2022 saw the company release the LaserPecker LP3, which featured high-precision metal and plastic engraving capabilities. This launch coincided with the company's decision to invest more in online ads to push its products to more prosumers globally. The demand surge and plans to launch an even better version, the LaserPecker LP4, in 2023 meant the company had to partner with an order-tracking tool to ensure an exceptional post-purchase experience for customers.
LaserPecker's decision to ramp up its online ad spend budget in 2022 effectively increased the number of customers visiting its website and ordering laser engravers. The announcement of a new model coming out in early 2023 also saw a spike in pre-orders from customers who could not wait to take their DIY projects to the next level.
While this meant that business was good, something had to give! WISMO tickets started flooding in from customers who had ordered their laser engravers but were yet to receive them. Working with more than 20 carriers also meant that the LaserPecker customer service team had to visit different websites to collect data on different shipments before relaying the tracking information back to customers. The inefficient process led to WISMO tickets bombarding the department, almost bringing it to its knees.
There was a consensus in the company that the order tracking process needed a revamp to retain a positive brand image.
It is one thing to develop the best-in-class laser engravers and get DIY-ers hooked on them and another to develop an efficient order-tracking solution. Rather than stall normal company operations, the LaserPecker team decided to shop online for the most suitable third-party app to remedy the brand's and customers' problems.
The search began with thoroughly scrutinizing the WISMO tickets that continued to stream in. They discovered that their customers were explicit in what they wished the brand to provide them post-purchase. After analyzing the customer feedback and brainstorming, the agreement was that the order tracking tool of choice had to have the following.
After comparing several tracking apps on Shopify, the LaserPecker team was drawn to ParcelPanel, which supported over 1,100 global couriers and consolidated all tracking information on a single dashboard. With this, the customer service team no longer needed to visit individual carrier websites to look up information on customer packages.
ParcelPanel also featured custom CSS code that allowed the LaserPecker team to customize and add a branded tracking page to their website. Customers could now track their orders conveniently from the company's website, and the brand could align it with their brand colors while recommending other products to them.
Even more impressive was the shipment notification feature that enabled customers to get real-time tracking updates about their shipments via email.
Adding this order-tracking app to their website was a breeze and required no advanced software development skills. The plug-and-play solution was up and running within hours of integration.
"We opted for ParcelPanel because we needed to reduce the number of WISMO tickets we received. We anticipated a slight reduction in WISMO tickets with improvements over time, but ParcelPanel knocked the ball out of the pack for us. WISMO tickets went down drastically, and we achieved a higher-than-industry-average email open rate of 73.9% for shipment notifications emails we sent to customers," explained Angelina Liu, Marketing Specialist at LaserPecker.
She adds, "I never thought we would see the numbers we are seeing today. ParcelPanel gave our business a new customer engagement dimension, with buyers looking up their orders an average of 10.2 times throughout the shipment process. So far, our ROI is 195x, and we expect it to rise even further."
Since partnering with ParcelPanel in December 2022, these are the results that LaserPecker has achieved.
LaserPecker's goal for the future is clear—achieve more growth while prioritizing the customer's post-purchase experience. The company is launching a new store catering to customers in Germany and has enlisted ParcelPanel as the order-tracking app of choice.
"We are looking at expanding into the German market to reach more DIY-ers, makers, and artists. Considering the success we've achieved with ParcelPanel since the start of our partnership, it will also be the post-purchase experience app that we use for this new store," shared Angelina Liu, Marketing Specialist at LaserPecker.