“Quite honestly, probably the best group of individuals I've ever worked with when it comes to Shopify apps.”
What can customers actually do themselves?
"With Order Editing, customers can go in and self-serve. They can edit their address, edit the products or the shades if they change their mind, and any of the simple information associated with the order. They can also add additional items if they'd like — and that's saved our customer service team from having to field any of those inquiries at all."
— Whitney Blau, Senior Director of Growth & Ecommerce
For a makeup brand, "I picked the wrong shade" is the equivalent of a wrong size in fashion. One of the highest volume, time-sensitive, and customer anxiety inducing support tickets. These type of requests never hit the helpdesk anymore and customers are never anxious. They can fix it themselves for an hour post-purchase.
What has it done for your support team?
"Order Editing has really taken a weight off of our team. So we can focus on helping customers find the right products for themselves, and helping out with things that need higher escalation."
5,487 Jones Road customers edit their own orders every month, more than 66,000 have used the app since launch. Whitney and her team have enjoyed a year's worth of customers handling their own address, shade swaps, and cancellations without opening a ticket. Things are feeling good at JRB.
And the upsell side?
"Through our partnership with Order Editing, we're not only using the self-service order edits — we're also partnered with them for one-click upsells. What really stood out to us was the seventeen dollars of incremental per edit."
$17.94 in revenue for every edited order — adding up to over $1 million in upsell revenue a year.
The number Whitney singles out is the per-edit one, and it's the right one to single out. A million dollars is the headline, but $17.94 per edit is the figure another merchant can multiply by their own volume. It's the reason the total is what it is.
How are the post-purchase upsells converting?
10.7% of customers take a one-click post-purchase offer — the highest post-purchase conversion rate we see across the merchants we work with.
That's the mechanism behind the million. The offer lands after the customer has already paid, in the window where they're editing their order anyway — and better than one in ten adds to it.
How has working with the team been?
"I've been working with the Order Editing team since we originally launched — quite honestly, probably the best group of individuals I've ever worked with when it comes to Shopify apps. I can always rely on their team to be there and be responsive."
