“I honestly think that we would have somewhere between forty to fifty percent more volume if it wasn't for Order Editing today.”
You've 4X'd the business. What happened to the support team?
"In the last two years, I'd say we've about 4X'd the business, and we haven't at all had to grow the CS team, which is kind of amazing. A huge contributor of that is Order Editing. I honestly think that we would have somewhere between forty to fifty percent more volume if it wasn't for Order Editing today."
— Jessica Rose, Head of CX and CS
The usual framing is headcount: as you grow, the support team grows with you, because more orders mean more tickets. JR is describing the opposite. The business quadrupled and the team didn't move — and she puts 40 to 50% of the volume that never arrived down to customers handling their own changes.
What was the biggest hole before?
"Especially when I first started in 2023, the biggest hole for the customer experience team was order cancels. We had this huge amount of volume just to cancel orders, so everything else falls to the wayside, because they're time-sensitive."
A cancellation can't wait. It's a race against the warehouse, and while the team runs it, everything else in the queue sits.
"Being able to have customers cancel those orders for themselves has helped us focus on more deep and meaningful interactions."
What did that do to the queue?
"Since turning on Order Editing, we've had twenty-two percent less customers come into the customer support help desk — which has been really huge for us and the team."
What actually changed day-to-day?
"We had built out this long list of things — like, it would be great if we could have a birthday program, or write people handmade letters for the holidays. But if you can't be efficient in the day-to-day, there's no way those amazing to-haves can come true. Order Editing has really helped us chip away at that, including the handwritten holiday letters this past year."
The time Order Editing won JR back, turned into handwritten letters for customers and other CX initiatives that were never making it off the ground.
And the upsell side?
"One number that's crazy to me is compared to what we spend on Order Editing, we make thirty times that amount in upsell revenue, which is insane. Not to mention all the time we save. It's amazing. Everyone needs it. Just get it. It's a no-brainer."
You only just turned one-click on.
"We've recently started exploring your upsells. It's honestly been amazing. We turned on one-click upsell two days ago and we literally already have a 5.3% conversion rate. We're kicking ourselves for not doing it earlier. And we're excited to see how far we can take it."
Two days live, 5.3% converting off a basic strategy.
Now that upsell strategies have gotten personalised and automatically adapted to OneSkin customers buying behaviours, we're converting 9.8% of customers into adding an additional product.
What surprised you the most?
"The thing that surprised me the most when we turned on Order Editing was how many people updated their addresses. That one blew me away. It's way more taking place through Order Editing than people that ever reached out — which tells me most likely people were just like, oh crap, I biffed it, I'm going to have to figure it out. Order Editing is able to get ahead of everything for those customers."
It's a subscription brand. Does editing break the recurring order?
"Something I personally love is that if a customer needs to update their order address but they're on a recurring subscription, they can automatically update their recurring shipping address as well, within Skio."
"Order Editing integrates so great with our entire tech stack. It plays beautifully with our subscription tool, Skio. It works so well with Order Desk, which sits between Shopify and our 3PL. And it helps provide context for our CS agents in our help desk."
Order Editing has over 100+ integrations. Order Desk, Skio, and their 3PL are all neatly integrated to make life a dream.
How has working with us been?
"The communication with the Order Editing team is amazing. We hardly ever have to reach out — but when we do, it really feels like you're just IMing with your best friend."
"My favorite thing about Order Editing is that it's not this blank, boring white box. It's really allowed OneSkin to be as customizable as we want as we continue to grow."
"I really think of you guys as the dream catchers. You make all my dreams come true — and in a world where I'm most often told no."
