Would you buy again after a poor experience?


You're not alone!

62% of consumers will not buy from a brand again after a poor experience*

That's why our mission at Zendbox is to help eCommerce brands deliver the ultimate
fulfilment experience to their customers and stand out from the online giants.

Fulfilment experience: The key to unlocking the success of eCommerce brands

Is your brand going the extra mile to delight customers or simply doing the minimum? FX is what stands your business apart from the competition, helping to drive customer loyalty, revenue, and growth.

Order volumes

"Before Zendbox, it was chaos. Now we’re making smarter fulfilment decisions. It’s like having a whole team of eCommerce experts on hand."

Julie Chen

The rewards of doing FX right

90% of consumers would switch to a competitor after three poor experiences or fewer*

Perfecting order fulfilment and delivering compelling brand experiences can create the happiness and trust that turns online transactions into repeat advocacy.

Win more customers & drastically lower CAC

Customer acquisition costs (CAC) have increased by 222% in the last eight years. Take advantage of the service and technology from Zendbox to deliver FX that wins you more customers and reduces your CAC, thereby enhancing the profitability of your online business.

Strengthen brand loyalty & achieve higher LTV

Consumers expect more from the eCommerce brands they shop with. By giving your customers what the ultimate FX from Zendbox, you can strengthen customer loyalty to your brand and achieve a higher customer lifetime value (LTV) that drives profitable repeat purchases.

Delight your customers & streamline support

Going the extra mile to delight your customers pays dividends in minimising the risk of complaints or negative online reviews. This saves your Customer Service team the time, costs, and headache of resolving potential issues that arise from a poor fulfilment experience.

Achieve cost-effective shipping & global reach

By choosing Zendbox to take care of the FX for your customers, you benefit from the best worldwide shipping services at the most competitive rates. Expand your business reach and sell to even more customers globally, who also benefit from savings on ultra-fast shipping.

Earn more 5-star reviews & industry authority

Reviews are ranked as the most important factor affecting purchase decisions, second only to the price of the product itself. Zendbox can work with you to deliver an unforgettable FX with every product sold, earning you more 5-star reviews and greater industry authority.

Gain more operational control & visibility

While Zendbox delivers the ultimate FX to your customers, you gain maximum control and visibility of your eCommerce operations by leveraging the latest Zendbox technology. This includes Zendportal – designed to simplify order and inventory management.

Increase profits with FX

Research shows that increasing customer retention rates by 5% can boost profits by up to 95%*

Delivering the best fulfilment experience is the key to achieving loyal customers and increasing your customer LTV.

Expectations are higher than ever

Customers want a consistent and delightful experience. The cost of overlooking this or getting it wrong can be catastrophic for online businesses in an already challenging socio-economic landscape. The winners of eCommerce are focusing on FX, whilst the losers are falling behind…

Dragons' Den
Success story

"We used three different fulfilment partners before Zendbox. Since making the switch, the operational performance has been impressive and now gives me more time to grow our business."

Gaz Dhillon

Hear it straight from brands like yours

Our Success Stories

Frequently asked questions

What is fulfilment experience?

Fulfilment experience (FX) relates to the experience that a customer has with an eCommerce brand that they order a product from. FX encompasses many different elements, ranging from custom packaging and multiple shipping options, to delivery and customer returns. FX is all about enhancing the customer journey beyond simply picking, packing, and shipping an online order.

Why is FX important to eCommerce businesses?

Many eCommerce brands do not have a brick-and-mortar store and, therefore, rely on a digital presence to encourage customers to purchase products from them over a competitor. Fulfilment experience (FX) is at the heart of an eCommerce brand’s success - if a customer has a poor FX with your brand, they are unlikely to buy from you again. Worse still, they can put the reputation of your business at risk if they share their experience with friends and family. A poor FX can be due to a number of factors, including slow delivery, lack of communication from the brand, and a confusing customer returns process.

What is the difference between CX and FX?

CX stands for customer experience, which is your customers’ holistic perception of their experience with your business or brand. FX stands for fulfilment experience and relates to the experience that your customer has when ordering a product from your business online. Whilst the concepts of CX and FX are similar, FX primarily focuses on how customers perceive their experience with the order fulfilment aspect of a business, whereas CX describes the interactions a customer has with a business across multiple levels besides fulfilment.

Is customer experience the same as fulfilment experience?

No, fulfilment experience (FX) is one element that makes up the customer experience (CX) as a whole. However, CX and FX revolve around the same concept that delivering a great experience is what will promote customer loyalty, drive repeat business, and accelerate growth.

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