From Wishlist to Reality: How Ana Luisa's Emails Turns Favorites into Purchases
Momofuku, established by chef David Chang in 2004 with the opening of Momofuku Noodle Bar, now offers their beloved products online. The brand brings the same level of in-person service to their digital presence, including how they engage with customers post-purchase.
After purchasing products, Momofuku sends a post-purchase confirmation email with a summary of the order including confirmation of the items ordered and customer details.
The email also surfaces frequently asked questions such as order tracking, shipping address changes, and order modifications. In case customers have additional questions, there is a link to get in touch at the bottom of the email.
Immediately after purchasing the Rice Vinegar, Momofuku sends an email to educate customers on how the product should look when it arrives. Because the product is unfiltered and has strands of nutrient-rich live vinegar mother, the email highlights that the vinegar may be a bit cloudy but reassures customers that this is part of why the product is so special. In case customers are concerned, they include the customer service email.
Once the package is shipped, customers receive another email with a tracking number included. When the package is delivered, customers receive a final email letting them know that it’s at their doorstep.