emails

Warby Parker Emails | Brand Experience Project

by Jamie Sanford on August 13, 2015

Click here for all posts in the Brand Experience Project.

I’m back with a look at the emails I received from Warby Parker during my Home Try-On process. To see part 1 of my Warby Parker experience, click here.

Please note that the screenshots in this post are maximized for viewing on JamieSanford.com and are quite large!

The confirmation email is a continuation of the look of the website, and certainly isn’t shy about LARGE images of the frames you just ordered. I also like the “your order should arrive within 5 business days,” which is a good way to give a timeline but still be vague enough with “should.”

Some issues arise with the shipping email. The screenshot is from the version I saw when I clicked “view as web page,” and I’m not sure why the address information and the tracking number don’t come over. It looks like I’m being sent to the online template for this email. The information was in the actual email, but I don’t recommend offering it as a web page and then having that version be different.

I do REALLY like the indication that the tracking number will be active within one business day. From my experience, some customers receive shipping emails and think the package should be trackable immediately, not understanding that while someone has assembled your order, labeled it, and left it for shipping, but that is has not been scanned in during pickup yet. I’m sure that this message saves Warby Parker a lot of emails and phone calls.

This experience is the same as the shipping email. I use the web page version to take screenshots, and the personalized information does NOT fill in on the web version. The frames I ordered are included in the actual email.

Two days after the “how are those frames treating you” email, I received this one prompting me to share images of myself in the frames on social media, using the hashtag #WarbyHomeTryOn. I am super confused as to why this information wasn’t included in the email from two days prior, asking about how the frames were treating me. (There IS a whole thing about sharing and the hashtag in the package the test frames come in, which will be shown in the next post.) Why would WP not push the social stuff right away? Maybe not a big to-do in every email, but it certainly seems that all correspondence should include the hashtag somewhere.

I did narrow it down to two frames and then posted this image on Instagram. I received lots of opinions here and on Facebook, and the Clark frames on the right are the winners! The social aspect of the home try-on is definitely a win.

Next up, the packaging review, coming next week.

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