“If there's a testament to it being a good product, it's that our CEO is using it.”
Both Ecommerce and Operations love Order Editing
"Human beings make human errors. Order Editing gives us the potential to fix those. And we actually get to please the customer without ever having to talk to them."
— Zoe, Head of Ecommerce
Wrong size, wrong address, an order that needed cancelling five minutes after it was placed. As a fashion brand doing $100 million a year, Showpo were handling over 1,000 of these conversations manually each month.
Zoe Wilson looks after ecommerce trading at Showpo — tech, strategy and growth. David is Head of Operations. Between them they own the two halves of the problem Order Editing solves: the tickets, and the revenue.
What was actually landing in the queue?
"All these — oh, we need to cancel this order, we need to change the address — they are time-consuming, and actually they are very time-sensitive. So it has been a very good solution for us to have Order Editing to eliminate that amount of extra work that we were doing."
— David, Head of Operations
Time-sensitive is the part that makes order edits different from other support work. A ticket about a returns policy can wait until Monday. A ticket about a shipping address cannot, because the warehouse is already moving.
What changed?
Tickets related to editing fell by more than 90%. After a month, it was uber clear that we were receiving at least a thousand less tickets per month.
"It has actually helped us to reduce a lot of the bad interactions that we had with customers, and the operational friction. That has been a big win for us."
The support conversations we eliminated for Showpo are not a random sample, they're disproportionately the hardest ones to answer. No longer does an order ship to an outdated address.
Your CEO uses it?
"Jane, our CEO, frequently uses Order Editing. I see her orders come through and I'm like, 'oh, you forgot your—' oh, right, you didn't change your shipping address. If there's a testament to it being a good product, it's if your CEO is utilising it."
How has the upsell side performed?
"Our upsell strategy is just ticking up and up and up in a way that we haven't seen it before. Our free shipping upsell at checkout is pushing units incredibly easily, because the customer is already in that purchase mindset."
— Zoe Wilson
Not to mention post-purchase, customers are closer to the buying decision than any shopper on a product page. With good merchandising strategies and a well placed offer, the one-click add ons in Order Editing converted.
Zoe also states plainly how the 10x is calculated:
"The revenue that the app is making is covering the cost of it 10-fold."
Upsell revenue against the cost of the app. Not including anything for the support hours saved.
One tool, two jobs
"What I love about Order Editing is the fact it holistically supports an ecom journey. So not only does it support your customers, it also feeds back into your conversion strategy — and it's had a material impact on our sales."
— Zoe Wilson
CX and conversion usually sit in different tools. At Showpo they're consolidated into Order Editing.
How Showpo found us
Showpo didn't come to Order Editing directly. The Aggregate Co, the agency working with them, made the introduction:
"The Aggregate Co have worked with Showpo for the last 12 months. What we found is they have been experiencing high levels of customer service tickets due to order changes. I said to the team immediately: you've got to speak with Hamish at Order Editing."
Would you recommend it?
"I would say that if you are in Shopify, you should blindfolded go into Order Editing."
