Background

What started with cute phone cases and packaging materials has grown into something bigger. Today, Tomi Stores is dominating the gadget accesories space in Nigeria.

Tomi Stores has been delivering premium gadget accessories like phone cases, laptop bags, charms, lanyards, and many more since 2020. Through their Bumpa storefront, they have built an online shopping experience that makes it easy for customers across Nigeria to access their products.

Their products are premium, and they have built a brand that ensures your gadgets always look stylish, bold, and fancy. 

Before Shipbubble: Poor communication and riders not delivering at the expected time

For an e-commerce business like Tomi Stores, communication is everything. Customers need to stay informed at every stage, from the moment they decide to buy to when their order is delivered and even after.

Before Shipbubble, Tomi Stores struggled with communication, especially during the delivery stage. Customers often did not know where their orders were or when to expect them.

This started to affect their social proof.

As a representative from the brand explained, “Customers want their orders quickly, and when we cannot clearly communicate where their orders are or why it is arriving late, they start dragging us on social media.”

The challenge:  Late deliveries, not handling issues swiftly

Tomi Stores built their Bumpa storefront, and orders grew. But managing deliveries became more complex.

Some orders arrived later than customers expected, and when customers reached out with complaints or questions, it was not always easy to respond immediately. The team often had to go back and forth with delivery partners just to find out where an order was.

Late deliveries and slow responses to complaints created a lot of pressure for the team. Apart from customers dragging the brand online, they started ordering from competition as well.

Solution:  Better communication thanks to Shipbubble. 

With Shipbubble, we stopped going directly to logistics companies to lay complaints. They have a customer service team that we can always reach out to. So now, we can lay complaints swiftly and it is attended to quickly as well.

“There was a time we paused with using Shipbubble and we went directly to logistics companies. We realized that delivery problems are a huge mess, and Shipbubble really just made it easier. So, we went back to using them, especially for our Bumpa website orders.” The representative from Tomi Stores explained. 

The stable customer service experience while using Shipbubble is the major highlight 

Results: 

Since Tomi Stores started using Shipbubble, they’ve been able to track orders better on Bumpa. This has significantly improved customer experience and trust. Customers feel like they are a part of the delivery process, and they are no longer in a state of panic over where their orders are. 

Customers have noticed the change in delivery speed since Shipbubble. They now get their orders faster, and they are happier. 

They also use the Shipbubble app to book orders from other platforms like Instagram and Whatsapp. 

Testimonials: 

“Since we started using Shipbubble, we’ve not really had logistics issues. We also have a customer service rep attached to us who we can easily reach out to”. 

“Shipbubble has increased repeat purchases, and customer satisfaction.”

“We’ve not had issues such as missing packages. This is because once we realize an order was not received, we can easily reach out to Shipbubble and we retrieve the packages.”