“We've been partnering with Order Editing for over two years.”
Why HexClad brought Order Editing in
"Order Editing was chosen because we needed to find a solution for low-level ticket volume. And what I mean by that is tier one tickets. We were receiving a lot of: can I cancel soon after purchase? Can I adjust my address? Can I change my payment information? Low-level tickets, a lot of volume, work that doesn't necessarily need to be done by CS agents."
Andrew puts each of those adjustments at two to three minutes of agent time.
"Order Editing provided a solution where we could self-serve those use cases with customers directly off of the checkout."
Solving the problem with Order Editing
HexClad gives every customer a one hour window after checkout to fix their own order.
- Customer completes checkout on Shopify
- Order Editing, 60 minute self-serve window, address validated at the thank you page
- Customers change address, cancel, update payment details or add items, with upsells surfacing alongside
- Changes sync to Shopify and the finalised order releases to fulfilment
Results the team is tracking
$50,000 saved in a quarter
"Order Editing has saved us $50,000 in support cost savings during Q2 of this year, which has also contributed to an overall 96% customer satisfaction rating post-purchase."
Andrew connects the two numbers himself.
"If you're taking away the high volume work from your customer service agents, they then have the time to spend on the more complicated tasks, and that in turn helps your business because you're engaging with your customers more often. Order Editing is taking away the tiny things that don't need to be fixed by a human."
Q2 is the quiet end of HexClad's year. "That savings just for the last 90 days in Q2 is big, but it will only get bigger as the year progresses, and certainly as we head into Q4."
$225,000 in upsell over 90 days
"In the last 90 days, Order Editing has helped us achieve $225,000 in upsell revenue. That would otherwise have been a missed opportunity."
"This is customers coming back in, making a change, realising, oh, I forgot the griddle, or I needed to add some additional items, another pan, some knives. All of those things contribute to upsell."
18,000 addresses validated in 90 days
HexClad turned address validation on at the beginning of April.
"One metric that really surprised me was just how much was needed in verifying addresses. 18,000 in 90 days, and that's during a quote unquote quieter period. It just goes to show that address formats around the globe need a lot of work, and to have a partner that can fix that for you is a big win."
The tickets it removes arrive after the parcel does.
"We were receiving return to sender situations from carriers because they couldn't find the address, or the address was wrong, or one letter or character was off, and then we would have to go in and manually update the address. Your solution has provided a fix for that, and therefore reduced those tickets coming into the CS teams."
HexClad ships to the UK, the EU, Canada, Australia, Mexico and the UAE, and Andrew singles out international addresses as the harder half. "Especially on foreign addresses, where it's a little more complicated than US."
"We have address validation set up on our thank you page. It runs through Order Editing. It's costing us one cent for every order, $10 for every thousand orders in the US. It has saved time. It saves on potential chargeback costs. It's a self-service opportunity for customers to make sure they're giving us the correct address, and then we can double check that on the back end. That saves operational costs, agent headaches and company headaches overall."
Validation runs at a cent an order, around six times cheaper than the standard market rate. HexClad's 18,000 corrections over the quarter cost under a thousand dollars.
What Andrew didn't expect
"The most surprising thing about Order Editing is just how easy it is for a customer to make a change. When you purchase anything on a website, to have the opportunity post purchase, within a set time frame, in this case it's an hour, to change everything about what you've just done without having to call customer service, is fantastic. It's something I appreciate as a consumer."
The edit window also gave the marketing side a reason to contact customers.
"It gives us the opportunity to communicate with our customers a little bit more. Even on a retention level, the emails that go out and the ability to bring a customer back into the website and make a change means that we can introduce them to other things that maybe they hadn't thought about."
"Our customers love Order Editing because it is so simple to use. I really can't say it any better, because that really is the feedback we get."
Working with the team
"I found working with the Order Editing team to be a delight, for lack of a better word. We have a Slack set up with you guys. We reach out if we have questions. You're very proactive in reaching out and telling us what's coming up or what's around the corner."
The example Andrew gives is the EU withdrawal button HexClad needed to implement. "You were very quick to point that out and to partner with us over that, along with some of our other vendors, but I found the relationship to be very much a partnership. I value that in all of the vendors and all of the tech stack that comes in through the CX space."
It's been a great win for HexClad
"Order Editing as a service and as a company have given us an opportunity to engage with our customers in a way we wouldn't have been able to do before. The team has been a true partner. From a CS position we work with Order Editing very closely, but our operations team works with Order Editing very closely too, and the feedback from both teams is always very positive. I highly recommend Order Editing."
“I highly recommend Order Editing.”
