Rossi Ricambi has been selling spare parts from Messina since the ’70s. They’ve always been good at getting things done, but not so great at getting credit for it. That all changed when they started using Sendcloud. By turning tracking updates into warm, human messages sent via WhatsApp, they collected more reviews in 3 weeks than in the past 5 years. What happened next? Let’s just say the orders kept coming, and so did the love.
REGION
Italy
Features
company Size
Small-Medium Business
Industry
Small appliances
+
0
%
increase in customer reviews
-
0
%
more conversions
0
+
reviews projected this year
CHALLENGE
Their service was amazing, too bad no one knew about it
Rossi Ricambi is the kind of business you wish more companies were like. Family-run, super knowledgeable, and genuinely helpful. But while they were shipping 1,500 orders a month, the feedback was nearly silent, just 71 reviews in 5 years.
They had the logistics down. What they were missing? A way to connect with customers after checkout. No follow-up. No review requests. Just quiet deliveries. And in e-commerce, no news isn’t always good news.
“Our logistics were efficient, but our communication wasn’t. That’s where we were losing the most value.”
SOLUTION
A simple WhatsApp message changed everything
One small tweak made a world of difference. With Sendcloud, Rossi Ricambi started sending automated shipping updates and review requests through WhatsApp. That’s it. Branded and helpful messages that showed up when customers needed them most.
Suddenly, people responded. They replied with photos, thanked them for the updates, and, best of all, left glowing reviews. It was like flipping a switch: from invisible to unforgettable.
Everything was seamless. As soon as a parcel was delivered, customers got a personalized message with a direct link to leave a review. No need to search. No complicated process. Just tap, type, done.
And it worked. Like, really worked.
“Today, after 40 years of experience, we are able to offer the highest levels of professionalism and quality for our customers.”
RESULTS
A quiet e-shop turned into a word-of-mouth success
The proof is in the reviews, literally. In just 21 days, Rossi Ricambi went from 71 lifetime reviews to 149 new ones. Two weeks later? 324 and counting. They’re now on track for over 4,000 reviews in a single year.
But it wasn’t just the numbers that changed. It was the relationship with their customers. The feedback turned into conversations. First-time buyers became regulars. And Rossi Ricambi became more than a parts shop, it became a brand people trust.
+209% reviews in 3 weeks
The review count more than doubled in just 21 days, after being flat for years.
The review count more than doubled in just 21 days, after being flat for years.
Pierluigi Rossi
Founder of Rossi Ricambi
“With Sendcloud we are finally able to offer the highest levels of professionalism and quality for our customers.”
18% more conversions
A steady stream of fresh, authentic reviews gave hesitant shoppers the confidence to click “Buy.”
A steady stream of fresh, authentic reviews gave hesitant shoppers the confidence to click “Buy.”
Aldo
Customer
“Sendcloud has helped us to get rid of common mistakes and reduce the time-consuming admin we were always struggling with.”
4,000+ reviews projected this year
They’re not just catching up, they’re sprinting past the competition with social proof that never sleeps.
They’re not just catching up, they’re sprinting past the competition with social proof that never sleeps.
Alessandra
Customer
“My order was processed and shipped next day. I received frequent and punctual updates via WhatsApp. What more could you ask for?”
More trust. More reorders. More love.
Customers now feel connected, informed, and appreciated, which keeps them coming back
Customers now feel connected, informed, and appreciated, which keeps them coming back
Ivan
Customer
“I sent them a photo of my washing machine. They found the part I needed. That kind of support? You remember it.”
Rossi Ricambi didn’t reinvent their business. They just made one smart move: they used Sendcloud to bring a human touch to every delivery. From real-time tracking to kind review requests, they turned their shipping process into a way to build trust and grow their brand.
You don’t need a massive team or flashy campaigns. Just the right tools to show customers you care, even after they’ve paid.
