Thursday, September 9, 2024
Elevating Customer Experience and Revenue for a $62M Cosmetics Brand in Europe
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