Monday, September 9, 2024
Reducing Customer Support and Cancellations for a Leading Supplements Brand
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