musicMagpie to use Sorted React for customer experience

Following its IPO earlier this year, UK re-commerce company musicMagpie has agreed to work with Manchester based delivery experience company Sorted to help manage its growth plans.

One of the core elements of musicMagpie’s growth plans is to offer an outstanding service for its customers with a high quality experience at every stage of the ordering and delivery process. The new partnership comes after the re-commerce company piloted Sorted’s React tracking solution in April this year for the ‘return journey’ of the customer trade-in element of its business.

The Sorted React delivery tracking engine improves communication with musicMagpie’s customers throughout its digital channels and has improved shipment tracking through automated updated and more accurate visibility of each parcel’s journey. As a result it says it has reduced the number of WISMO (Where is my order) enquiries by 63% despite its rapid growth during the pandemic. The Sorted React platform has been so successful that musicMagpie plans to roll this out on the store side of its business later in 2021.

Jonathan Beirne, group head of customer service at musicMagpie, commented, “It’s imperative that we retain the highest quality customer service while our business continues to grow. By listening to feedback and innovating our digital channels, we have been able to strengthen our communication with customers, allowing their queries to be resolved more effectively while alleviating pressure from our own teams. Our partnership with Sorted has been extremely valuable in helping us navigate the challenges we face as a growing online business and we’re looking forward to rolling out further.”

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