Lovepop sells exquisite 3D pop-up greeting cards for every occasion
- LovePop is a 3D pop-up greeting card company that uses sliceform kirigami, which is the cutting and folding of paper to create beautifully intricate designs.
- They sell hundreds of unique card designs to make every occasion magical.
- An online retailer with pop-up retail locations; also sells through thousands of third-party resellers.
- Create 1 billion shared “magical moments.”
- Many of Lovepop’s online card purchases are sent directly to a loved one as a gift. A lack of visibility on their delivery status created a less than magical consumer experience.
- Lower shipping costs on USPS letters and flats.
- Better customer experience through enhanced tracking notifications.
- Reduction in number of calls into call center.
- Streamlined day-to-day operational processes between Lovepop, third-party logistics provider and Pitney Bowes.
- Better management of shipping spend and delivery times of various services.
- A complete picture of all outbound shipments with the integration of FedEx API.
Integration of USPS services and access to cross-border shipping, standard delivery and post-pay services.
Nine out of every ten households buy greeting cards each year to celebrate key life milestones, like getting married, having children, graduations, and traditional celebrations like birthdays, Mother’s Day and anniversaries. As millennials, known for their experience mindset, move into these life phases, they are purchasing cards at high rates, and also buying high-priced cards.
Enter Lovepop, a 3D pop-up greetings card company that started in 2014 intending to disrupt the $7B greeting card industry. Founders John Wise and Woobi Rose discovered the Asian art of sliceform kirigami, the cutting and folding of paper to create beautifully intricate designs, on a business school trip to Vietnam. The cards create a beautiful keepsake that unfolds like a miniature surprise. The premium cards are sold online or at pop-up store locations. Hundreds of unique designs are available for every occasion.
An appearance on “Shark Tank” in the summer of 2015 and an investment from Kevin O’Leary proved to be a turning point for card sales and investments. LovePop is one of Shark Tank’s most successful businesses.
Lovepop’s mission is to create 1 billion shared “magical moments.” A magical moment is a memorable, shared connection between giver and receiver, creating a meaningful, beautiful, unexpected or seemingly impossible experience.
A large percentage of Lovepop’s business is 1-2 card orders, which are often sent directly to a loved one as a gift.
According to the Pitney Bowes 2019 Online Shopping Study, the average consumer tracks a package eight times between making their purchase and when it lands on their doorstep. Lovepop’s mission is to create an expression of awe on the face of the recipient when they open their hand-crafted card. They also want the same positive experience for the sender. Yet before working with Pitney Bowes, there was no information available to the purchaser until the card was inducted into the postal system because there are limited scan events with First-Class Mail®.
You can imagine that accurate tracking and delivery is critical to the consumer experience when sending something as personal as a premium greeting card to mark a special occasion. Lovepop wanted to give its customers confidence in their order by knowing it’s on the way and also recognized the frustration in having to call a call center to inquire about their order status.
The Lovepop and Pitney Bowes teams worked together to understand the systems, Lovepop’s future design needs and implement a solution. Taking into consideration Lovepop’s rapid growth plans, the teams took a deep dive into the operational needs of Lovepop and their third-party logistics partner to understand how the systems would integrate across all three organizations. The system is set up to scale as Lovepop grows, as well as for peak occasions like Mother’s Day when volume approaches 11,000 cards a day.
Using Pitney Bowes API technology for label creation, the team implemented a new tracking event scan to indicate when a shipment was created. This alerts the consumer that their card is beginning the delivery journey and addresses the previous lack of visibility.
Elderiny says the best part about implementing the Pitney Bowes system was the collaboration between the teams, and how quickly we were able to roll the system into day-to-day operations.
Elderly heads Lovepop’s small but mighty operations team. Being able to work with a partner who listens, offers advice and is able to implement solutions to improve the consumer experience is a key value. As a result of the collaborative effort between the teams at Lovepop and Pitney Bowes, the “Shipment Created” feature is now available to other Pitney Bowes customers.
Elderiny added, “We are also excited about the addition of FedEx reporting through the FedEx API, which will give us a complete picture of all our outbound shipments.”
Since the “Shipment Creation” feature was added to tracking events, the number of calls into Lovepop’s call center has gone down, which is a key indicator that consumers know the status of their card and have confidence it will reach the recipient. Lovepop even promotes free tracked shipping on all US orders, making delivery part of Lovepop’s magical moment.