Shipup by ZigZag + Splio: Turning the Post-Purchase Experience into a CRM Loyalty Tool

Enable delivery signals in your CRM to drive customer retention, repeat purchases, and marketing performance

• CRM managers need insights from the front lines to enhance customer retention journeys with concrete, actionable data, such as post-purchase data.
• Although it is too often overlooked, the post-purchase experience is actually the moment that determines whether a customer will return (or not).
• By integrating post-purchase satisfaction data into CRM systems, CRM managers can trigger retention and loyalty initiatives tailored to the actual shopping experience—from browsing the website to receiving the package.

What if customer loyalty weren't determined at the time of purchase… but right after?

Although it is often overlooked, the post-purchase phase is one of the most critical (and decisive) moments in the customer journey. This is where trust is built (or eroded), where satisfaction is born… and where the next order—or orders—is decided.

On the one hand, Splio enables powerful CRM and loyalty journeys. On the other hand, Shipup by ZigZag collects and centralizes key data points from the post-purchase experience: delivery tracking, carrier issues, post-delivery feedback, and satisfaction surveys. Two distinct areas of expertise that, when combined, have a lot to offer!

By bridging these two worlds, brands no longer settle for providing their customers with fragmented information; instead, they turn every post-purchase interaction into an opportunity for engagement.

In this article, we’ll explore the synergies between our partner Shipup by ZigZag and our AI-first CRM platform to help build customer loyalty at every stage of the customer journey.

Spotlight on Shipup by ZigZag, the solution that connects every stage of the post-purchase process within a unified platform

Since 2016, Shipup by ZigZag has helped more than 700 brands deliver on their promises, going far beyond the simple click of the “Buy” button. The solution enables retailers and pure-players to regain control over one of the most critical and unpredictable stages of the customer journey: the post-purchase experience.

In a world where delivery often remains a source of frustration and anxiety, Shipup by ZigZag restores visibility, control, and value to this critical moment. Customer relationships are strengthened, logistics and support costs are reduced, and customers are more satisfied—and therefore more loyal.

Shipup by ZigZag has a clear goal: to make the post-purchase experience simpler and more effective, driving growth for retailers and pure-players, particularly on the international stage.

But in practical terms, what are the main challenges that Shipup by ZigZag addresses?

1️⃣ Post-purchase costs that eat into margins

Shipping, returns, and refunds are among the biggest cost drivers for retailers. Without a unified view of these processes, issues pile up, refunds are delayed, and support tickets skyrocket. Shipup by ZigZag centralizes all these operations on a single platform, empowering teams to regain control and giving margins some breathing room.

2️⃣ Insufficient visibility after checkout

Customers are often left in the dark once they’ve placed an order. Where is their package? When will it be delivered? What happens if there’s a delay? With centralized tracking information updated in real time, Shipup by ZigZag enables retailersto anticipate issues and proactively notify their customers— often even before they have to contact customer service.

3️⃣ A customer service team overwhelmed by WISMO requests

“Where Is My Order?” remains one of the leading causes of support tickets for e-commerce teams. By automating post-purchase communication at every stage of the customer journey (delivery, delays, returns, refunds), Shipup by ZigZag frees teams from low-value tasks and significantly reduces the volume of incoming tickets.

4️⃣ Unmanaged returns, both financially and operationally

A poorly managed return rate leads to tied-up inventory, slow refunds, and dissatisfied customers. Shipup by ZigZag does more than just provide information: the platform manages actual return workflows through a network of over 1,500 delivery services and more than 200 partner warehouses in over 170 countries, enabling faster and more cost-effective returns.

5️⃣ A fragmented brand experience

Between e-commerce sites, carrier tracking pages, and tracking notifications, the post-purchase experience often lacks consistency. Shipup by ZigZag empowers retailers to take control of this process: personalized tracking pages, brand-aligned communications, and unified data that can be leveraged by Splio and other marketing tools—all designed to turn every post-purchase interaction into an opportunity to build customer loyalty.

2 use cases where post-purchase becomes a driver of engagement and conversion

The post-purchase phase is rarely used as a tool for driving engagement or conversion. By integrating the data collected by Shipup by ZigZag into Splio’s AI-first CRM, the post-purchase experience becomes a marketing opportunity to build customer loyalty over time and encourage them to return.

💕 Boost customer loyalty with post-purchase signals

After delivery, Shipup by ZigZag collects and organizes key metrics: satisfaction levels, NPS scores, and customer feedback. This data makes it possible to immediately identify satisfied, neutral, or at-risk customers.

These signals can then be fed into Splio to automatically trigger appropriate CRM workflows, with two goals in mind: to resolve issues when necessary and to maximize value when the experience is positive. Several workflows can be set up in Splio to:

• Handling situations of dissatisfaction: In the event of a dissatisfied customer, a delay, or a poor delivery experience, you can consider initiating a compensation plan—such as a personalized message, a goodwill gesture, or a special offer—to address the dissatisfaction before it leads to permanent churn.
• Rewarding engagement and feedback: If a customer takes the time to complete a post-delivery survey, you could automatically award them additional loyalty points or offer them exclusive benefits to boost engagement and foster a positive perception of the brand.
• Segment and communicate in a personalized way: Customers are dynamically segmented based on their satisfaction level. For example, satisfied customers might receive campaigns aimed at encouraging repeat purchases, cross-selling, or onboarding them into the loyalty program. Meanwhile, customers who are slightly less satisfied would receive reassuring communications and specific offers designed to rebuild trust.

In this scenario, customer loyalty is driven by the actual experience rather than solely by the amount the customer spends with the brand. It goes beyond simply awarding points for purchases and takes into account all aspects of the relationship between the customer and the brand. By incorporating post-purchase data into their CRM activation strategy, brands will see a definite improvement in satisfaction, a reduction in churn, and a direct increase in customer value.

🏳️ Guiding the customer journey using post-purchase satisfaction signals

In a modern CRM approach, not all interactions are created equal. Post-purchase satisfaction has become a key indicator for prioritizing marketing efforts and adapting customer relationships in real time. By integrating Shipup by ZigZag and Splio, brands can transform the delivery experience into a comprehensive system for managing the customer journey.

Shipup by ZigZag tracks post-delivery satisfaction metrics (customer feedback, satisfaction scores, NPS-style metrics). This data allows us to assess each customer immediately after their delivery experience. These metrics are then used in Splio to adjust CRM workflows and marketing efforts based on satisfaction levels.

This synchronization between post-purchase signals and the CRM system enables CRM managers to:

• Prioritize dissatisfied customers and prevent churn. Customers who have had a negative experience are immediately identified and placed on specific customer journeys: reduced marketing pressure, targeted communications, and reassurance or support initiatives. The goal is to limit attrition before it occurs.
• Strengthen relationships with VIP and highly satisfied customers. A positive experience becomes a key driver of brand value. These customers can be included in premium programs—such as early access to private sales and exclusive benefits—to maximize their engagement.
• Adjust marketing efforts based on customer sentiment. Rather than sending the same campaigns to everyone, the brand tailors the intensity of its engagement: fewer communications for at-risk customers, and more engagement for committed and satisfied customers.

In this scenario, the customer journey is truly driven by the customer experience. By leveraging post-purchase signals as a CRM decision-making criterion, brands shift from a static segmentation approach to dynamic, context-driven orchestration. Marketing efforts are then better allocated, churn rates decline, and, once again, customer value increases over time.

The integration of post-purchase signals into CRM strategies marks a true paradigm shift. Until now, most loyalty programs have relied primarily on onsite or transactional behavior. By integrating post-purchase data into their CRM systems, brands gain access to a new type of signal: the actual delivery experience, drawn directly from the customer’s firsthand experience.

This “post-purchase signal” becomes a key differentiator in the orchestration and CRM personalization, enabling CRM teams to build more relevant, more contextual, and above all, more effective loyalty journeys. The result: better-targeted campaigns, improved retention, and more effectively activated upsell (and cross-sell) opportunities.

For e-commerce teams, the stakes are just as high. Integrating with a CRM provider like Splio makes it possible to demonstrate a concrete and measurable ROI that is directly linked to customer retention and repeat purchases. The post-purchase experience is no longer just a matter of customer experience, but a business driver managed within the CRM.

Finally, this partnership also paves the way for a broader collaborative dynamic: privileged access to a comprehensive CRM ecosystem, co-selling opportunities within Splio’s installed base, and a strengthened position as a “gateway” to post-purchase data within brands’ marketing stacks.