Elevating Customer Experience and Revenue for a $62M Cosmetics Brand in Europe
How Recheck Streamlined Order Management, Reduced Support Costs, and Boosted Upsell Opportunities for a Fast Growing European Cosmetics Brand
Kunal Konde
Order Editing
Sep 12, 2024
Profile:
Location: Europe
AOV: $112
Monthly support volume: ~5500 tickets
Support salary: $32/hr
Recheck Key Stats
Support:
% of tickets handled by Recheck: 31%
Time saved per order editing ticket: ~10 minutes
Total time saved: 286 hours
Monthly savings on support salary: $9,152
Order editing:
96% reduction in order editing related tickets. The rest either fall outside the editing window or the brand doesn’t offer the specific option.
55% of edits are for a mistake in address
Order editing window is available for 8 hours. On average, customers finish editing their order within 33 minutes of placing the order.
21% reduction in order cancellations.
Upsells:
Upsell revenue in last 30 days: $7,761
Additional revenue per order edited: $4.52
