ZigZag, the global post-purchase and returns network, has completed the acquisition of leading post-purchase platform Shipup, expanding the capabilities of the business beyond returns management. Partner retailers will now be able to service each stage of the post-purchase journey, from the moment an item is bought through to a completed return, in the ZigZag platform. The deal integrates ZigZag’s data platform and global network of warehouses and carriers with Shipup’s suite of revenue-generating customer support, customer experience, and logistics tools.
The acquisition comes as retail leaders reframe the value of delivery, post-purchase, and returns to their business. Beyond making returns cheaper, retailers expect returns partners to be able to remove frustrations for the consumer and improve customer loyalty. The majority of retailers (97%) see returns as integral to the post-purchase experience. ZigZag is addressing this by offering an end-to-end service that encompasses delivery, tracking, and returns to drive repeat purchases.
Al Gerrie, ZigZag’s CEO, said: “Consumers expect the post-purchase journey to be quick, flexible and easy – whether that’s returning an item, tracking a delivery, or receiving an informative notification. Combining Shipup’s proactive communication and delivery intelligence with our global returns infrastructure enables ZigZag to excel in the services retailers can offer their customers in more than 170 countries. Now that we have the capacity to offer marketing communication, feedback surveys, upsell emails and outbound delivery tracking, we’re able to directly service all of our customers’ after-checkout needs in one unified system.”
On-time delivery, reduced customer enquiries and cheaper returns costs are retailers’ top three metrics for post-purchase success. At a time of historically high parcel delivery issues in the UK, ZigZag will provide retailers with a faster and smoother delivery and returns experience by incorporating Shipup’s technology into its offering.
Julie Debruyne, country manager for France at ZigZag (formerly Shipup), said: “Integrating Shipup’s post-purchase capabilities with ZigZag is a win-win that will make every step after checkout faster, clearer, and more profitable for retailers and their customers. Uniting ZigZag’s returns expertise and global infrastructure with Shipup’s customer engagement platform is part of our joint mission to make the post-purchase ecosystem work equally well for both consumers and retailers”
On average, Shipup customers see repeat orders increase by 50% and support tickets reduce by up to 67%. The combined business now has 250 employees across offices in the UK, Spain, France, Bulgaria, Germany, and Portugal. It will operate globally under the ZigZag Global brand.
