Sep 9, 2024
Reducing Customer Support and Cancellations for a Leading Supplements Brand
How Recheck Helped a $140M GMV Supplements Brand Reduce Support Costs, Improve Order Accuracy, and Drive Additional Revenue
Profile:
Location: USA (primary) + Canada & UK (secondary markets)
AOV: $62
Monthly support volume: ~23,000 tickets
Support salary: $40/hr
Recheck Key Stats
Support:
% of tickets handled by Recheck: 37%
Time saved per order editing ticket: ~7 minutes
Total time saved: 993 hours
Monthly savings on support salary: $39,720
Order editing:
93% reduction in order editing related tickets. The rest either fall outside the editing window or the brand doesn’t offer the specific option.
42% of edits are for a mistake in address
Order editing window is available for 2 hours. On average, customers finish editing their order within 18 minutes of placing the order.
18% reduction in order cancellations.
Upsells:
Upsell revenue in last 30 days: $17,352
Additional revenue per order edited: $2
