How Oh Polly eliminated 98% of order-change tickets with Order Editing

So I'm Gemma. I'm the operations support coordinator at Opoly. It's a UK women's wear fashion brands, but there's also T, the sportswear brand. There was about two thousand customers per month that were 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, parked, dispatched. So they could have been with the courier by the time it came through, could lead to more returns as well, and obviously, 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, like, shipping upgrades. You can add a new product. You can remove an existing one, switch it if you want a different color, size. If we go back to like 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's is a lot. It's not only edits and cancels, but it's the fact that they can change things that maybe they 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 expect is was how much they'd like the upsell features. We put like best sellers or things that we think will go well with the products they've already bought. And the uptake on that, I think it's it's quite good because it improves the user experience. It means they don't have to go back onto the website. They don't have to start the whole process again. They can add it in and then it's just gonna be inside the package when they get it. There's something like naught point four or naught 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 and without it sinking through first. We just won't have the orders hit the warehouse until that window's off. It feels like there's constantly improvements and work being done not just for us but for our customers as well. The gang is just so easy to work with. We know our customers have loved order Edison. Surveys and Trustpilot, order Edison has been mentioned and obviously because we have a few thousand customers using it per month, we know that the love is there. For my team personally, if 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 that's 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 then make sure that everything lines up what the customer wanted, it's also given back to the customer and it just makes their experience a whole lot better as well. Also working with you guys, it's great because you've got a product you believe in and you're available. So I think anyone who really wants like on hand team to work with, who know what they're talking about and actually cares. Also save time for customer service and their 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.