So I'm Gemma. I'm the Operations Support Coordinator at Oh Polly. It's a UK women's wear fashion brand, but there's also Bo+Tee, the sportswear brand. There were about two thousand customers per month reaching out about the classic, "it's gone to my ex's house," or maybe they forgot a discount code, or they just needed a cancellation for whatever reason. If you've got all those tickets coming through, it's a lot of time for customer service because the warehouse just works so quick. Orders were already being picked, packed, dispatched, so they could have been with the courier by the time it came through, which could lead to more returns as well, and obviously the customers wouldn't be as happy with it. We looked into it, and a few months after we went live, it was a twenty percent reduction in customer service tickets. If you've got that time back, you can use it to enhance customer service elsewhere. We give the customers fifteen minutes from when their order's placed to make any edits. Some of the things we offer are shipping upgrades — you can add a new product, you can remove an existing one, switch it if you want a different colour or size. If we go back to June twenty twenty four, for example, we were seeing two thousand customer contacts about it. And then June this year, we only had forty two. So obviously that's a massive decrease — like I said, ninety eight percent, that is a lot. It's not only edits and cancels, but the fact that they can change things they maybe wouldn't have even reached out to us for. They could add in that dress that they wanted. They don't need to go through the whole process again and add the shipping. I don't think what we expected was how much they'd like the upsell features. We put in best sellers or things we think will go well with the products they've already bought, and the uptake on that is quite good because it improves the user experience. It means they don't have to go back onto the site or start the whole process again — they can add it in and then it's just going to be inside the package when they get it. Something like nought point four or nought point five percent of our outbound orders have some form of an upsell, which is quite impressive. We use the feature where it holds the order on Shopify without it syncing through first. We just won't have the orders hit the warehouse until that window's up. It feels like there are constantly improvements and work being done, not just for us but for our customers as well. The team is just so easy to work with. We know our customers have loved Order Editing — on surveys and Trustpilot, Order Editing has been mentioned, and because we have a few thousand customers using it per month, we know that the love is there. For my team personally, saving around fifty hours per month — and a CS ticket takes about four minutes to resolve — that is quite a lot of time per month being saved. It's the excitement of, "oh, we don't have to do this manually." Then there's also the fact that it takes away all the customer service tickets related to that. So whilst my team don't have to manually go in and do all these edits and make sure everything lines up with what the customer wanted, it's also given back to the customer and it just makes their experience a whole lot better as well. Working with you guys is great because you've got a product you believe in and you're available. Anyone who really wants an on-hand team to work with, who know what they're talking about and actually care — it also saves time for customer service and the operations team, because it is a lot of manual work. And if you can remove that and alleviate all the pain points there, then it really helps build the experience elsewhere for the customers.
