Growing the brand without growing CS
"My favourite thing about Order Editing is the fact that we're a growing business, but I know that I'm not going to need to grow our customer service team anytime soon because Order Editing is taking care of that."
— Laura Davies, CEO, Scandiborn
At Scandiborn's volume, support headcount is the tax on growth. Every additional thousand orders brings its own share of address corrections, forgotten items and delivery changes, and this increases the necessity to hire more staff.
Solving the problem with Order Editing
Scandiborn gives customers a self-serve window after checkout to fix their own order — wrong address, a change of mind, or an add-on — without waiting for a reply.
"The UX within the checkout is really easy to use. We have had feedback from our customers through the reviews that they leave for the business that they like the function to be able to change their order."
Results the team is tracking
"We actually saw a halving of our customer service tickets when we had Order Editing in place to the prior year. So, yeah, really significant. Really happy."
The upsell surprise
Laura expected ticket relief. What surprised her was how many customers keep shopping after checkout.
"One metric that has really surprised me is how many customers use the order upsell function — an additional fifteen hundred pounds on average a month revenue just from order upsells."
That sits on top of the operational win: thousands of customers fixing their own orders instead of opening a ticket.
Where the revenue comes from
Almost all of it lands after the order exists.
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Post-purchase 80% of upsell revenue80%
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Checkout 20% of upsell revenue20%
Why customers love it
Parents buying gifts and nursery pieces often catch a typo or a change of mind after they hit pay. Scandiborn's reviews call out the ability to change the order or shipping address themselves — without chasing support.
"We've had feedback from our customers through the reviews that they leave for the business — that they like the function to be able to change their order. Customers love it."
Installing Order Editing, as the Scandiborn team put it in their App Store review, is a no-brainer.
