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"Facilitates post-purchase protection and service automation."

Case Study
Frequently Asked Questions
This company offers services that automate and enhance the post-purchase experience. It provides protection for items against accidents, manages shipping loss claims, combats fraud intelligently, and simplifies returns. By partnering with e-commerce platforms, it optimizes customer satisfaction and loyalty while increasing merchants' revenue through automated, AI-driven processes.
Extend Competitors and Peers
Post Purchase Engagement Vendors
parcelLab
ShipStation
AfterShip
Narvar
Falcon
Outvio
SHOPTALK SPRING '25
BlurbSTAR Case Study
Jomashop & Extend
Extend boosts Jomashop's sales, savings, and satisfaction.
36%
Achieved attach rate for shipping protection
600000
Amount saved in shipping fulfillment costs
1.
Situation
Jomashop Expands Into New Categories
→
Expanding product line to new categories
→
Facing challenges in customer service
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Aim to maintain trusted reputation
Jomashop, a renowned online retailer, sought to expand its product line beyond luxury watches to include fragrances, cosmetics, and sunglasses. Operating in a competitive online market, it aimed to enhance customer satisfaction while reducing operational overhead. Jomashop faced challenges in ensuring a seamless and secure shopping experience while managing the complexities of increased shipping demands and customer service interactions. Recognizing the critical need to differentiate through superior customer service, they aimed to maintain their reputation as a trusted online retailer. Their expansion into new categories, however, required additional support to ensure consistent service levels and customer trust.
2.
Task
Integrate Extend for Shipping Protection
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Objective to improve shipping reliability
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Seek to reduce operational costs
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Aim to enhance customer trust
Jomashop needed an effective solution to enhance their shipping process, reduce associated costs, and improve customer experience as they entered new markets. By partnering with Extend, Jomashop sought to introduce an additional layer of security via Extend Shipping Protection. This initiative aimed at safeguarding their customers against package loss, damage, and theft during shipping, thus building trust and reducing operational challenges. The objective was to seamlessly integrate the protection service with their current product offerings to ensure a compelling value proposition that attracts new customers and retains existing ones, especially entering newly ventured product categories.
3.
Action
Implement Extend Shipping Protection
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Implemented automated claims process
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Reduced direct customer interactions
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Enhanced fraud detection systems
Jomashop successfully integrated Extend Shipping Protection into its customer service strategy. This integration involved the deployment of technology-first solutions that automate support claims, enhancing customer experience with quick responses and reducing the frequency of direct customer service interactions. By using Extend's automated systems, Jomashop efficiently handled claims in 90 seconds or less and leveraged detailed analytics to optimize their customer service focus on sales and engagement. The deployment also included rigorous AI-powered fraud detection capabilities, ensuring both operational effectiveness and customer satisfaction were enhanced. This strategic move led to a smooth shipping process delivering additional benefits in terms of operational cost savings.
4.
Result
Successful Cost Reduction & Customer Satisfaction
→
Achieved 36% attach rate for protection
→
Saved $600,000 in costs
→
Boosted customer satisfaction and sales focus
Jomashop's use of Extend Shipping Protection yielded significant benefits, achieving a 36% attach rate on shipping protection and saving approximately $600,000 in shipping fulfillment costs. The integration reinforced their customer loyalty and trust, enhancing Jomashop's positioning in the competitive market. It successfully attracted a younger demographic, driving a substantial increase in customer confidence and satisfaction levels. With Extend's effective handling of claims, Jomashop experienced reduced operational pressure, enabling their team to pivot focus towards boosting sales strategies and further innovating customer engagement practices.
Keywords
JOMASHOP
EXTEND SHIPPING PROTECTION
CUSTOMER SATISFACTION
ONLINE RETAIL
COST REDUCTION
FRAUD DETECTION
CLAIMS AUTOMATION
PRODUCT EXPANSION
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