Thousands of tickets, gone
Merry People is a fashion gumboot brand based in Melbourne, shipping gumboots all over the world.
"The biggest problem that we had to solve for was servicing our customers on the world clock, and if we could or could not make the change in time."
— Morgana, Customer Experience Manager, Merry People
When a customer ordered the wrong size — or needed an address fix — the window to catch it before fulfilment was tight. Miss it, and the ticket became a return.
Solving the problem with Order Editing
Merry People gives customers a self-serve window after checkout to fix their own order — size, details, or add-ons — without waiting for a reply.
"Since partnering with the guys, that's just a complete one eighty. The service that they're receiving and the experience that they're getting is completely elevated."
Results the team is tracking
"The metric that surprised me the most was that we've made an additional fifteen thousand dollars in revenue from people adding to their order after already going through checkout."
"Over the year that we've been with the guys, it has eliminated thousands of support tickets."
Wrong size, fixed in time
We've seen a reduction in the returns that were caused by people not being able to change their order — ordering the wrong size by mistake, for example.
That's the world-clock problem solved in one move: the customer doesn't need Melbourne business hours to get the right boot.
"Hands down, we'd recommend it to absolutely anybody, any ecom for sure. You'd be crazy not to."
