#1 most frequent
United States of America
77.4%261 installations of 337
What is Narvar?
Narvar, headquartered in San Francisco, offers their post-purchase oriented customer experience platform, providing shipment tracking, customer pick up options, notifications, and purchase return capabilities and features.
Categories & Use Cases
Who Buys & Uses Narvar
#2 most frequent
Canada
7.7%26 installations of 337
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
5.6%19 installations of 337
Narvar is the PERFECT tool for any business!
Use Cases and Deployment Scope
Narvar is an amazing and easy-to-use tool that we implemented to provide more robust shipping, delivered, and delayed status notifications to our customers regarding their recent orders! Not only can you track analytics, but you can also make the pages as dynamic as you want to create a completely different way to educate customers on the pages they frequent most.
Pros
- Shipping updates
- Marketing
- Education
Cons
- More robust analytics
- Tips & tricks on how to be most successful
Most Important Features
- Easy to use widgets
- Ability to change and update on our own.
- Intuitive for anyone to use
Return on Investment
- Increased marketing
- Increased engagement
- Increased revenue
Great For Branded Post-Purchase Experience
Pros
- Easy to read estimated delivery date and text notification opt-in reduces customer frustration.
- Ability to capture customer feedback on shipping experience.
- Ability to drive customers back to the site for potential repurchase
Cons
- Adding other functionality beyond the basic technology can be costly for a small to medium business. Narvar's grown rapidly since we started using them and their baseline costs for add-ons are out of our price range for post-purchase/returns.
Return on Investment
- Positive ROI: whereas a UPS/Fedex site never drove any revenue.
Solid yet expensive post-purchase solutions
Use Cases and Deployment Scope
At my previous company, Narvar powered post-purchase order tracking and returns. The returns solution is the best solution they have. It helped reduce return call volume significantly. Narvar has extremely customer-friendly solutions at a steep cost. They have many competitors that are less expensive.
Pros
- Returns solution.
- Customer success.
- Innovative solutions.
Cons
- Pricing is much more expensive than competitors.
- UI Design is often lacking.
Most Important Features
- Order tracking.
- Reducing contact center volume.
Return on Investment
- Reduce contact center volume.
- Increase NPS.
Turnkey eCommerce Shipment Tracking
Pros
- Narvar offered us a turn-key solution that we had up and running in less than a month.
- Narvar offered several out of the box widgets (solutions) to help build/customize content (calendar view, milestone icons, SMS messaging and personalize content based on items purchased).
- Narvar's solution is scalable/expandable to include returns (once we are ready).
Cons
- Narvar could do a better job at keeping in touch with their custom and informing them on ways to improve their experience. Many times, I had to be the one to reach out.
- Monthly review meetings were often missed with limited reporting. Narvar finally created a reporting dashboard which helped eliminate the need for frequent meetings.
Return on Investment
- Customer experience & perception (while hard to measure) has definitely increased given the feedback that the call center received.
- Social interaction as well as rating/reviews saw an increase in engagement since the user was on a branded experience and could click through to other content areas
Alternatives Considered
Inhouse
Other Software Used
Needle, SIGNIFYD
Narvar Honest Review
Pros
- Their client success team is pretty attentive & helpful.
- Ease of using the tool.
- UX Design of the platform tools
Cons
- Client success proactively providing metrics & “checking in” with clients; not just when there’s an issue.
Return on Investment
- Not sure we could attribute ROI to this tool.