Touch of Modern wanted to eliminate the headache dealing with damaged, lost and stolen products. After an extensive search, they chose Shipped. Here’s how it transformed their customer experience.
One of the biggest headaches for Touch of Modern CX agents was trying to work out if a customer has a legitimate issue when it comes to lost, damaged and stolen orders, especially with high value orders such as luxury watches costing $10k+.
The team had some processes in place (get a police report, check with neighbors, etc), however the whole thing was frustrating for both the CX team and the customer. Passing that decision over to Shipped allowed Touch of Modern to focus on delighting the customer more.
Enter Shipped AI delivery assurance for customers. In two weeks it was integrated into the Touch of Modern checkout flow — for web, mobile, iOS, and Android — thanks to Shipped’s dedicated dev team and results were rolling in.
Customers love it, with an astounding 82% of customers purchase Shipped Shield at checkout. It was fast to implement, created a new incremental revenue stream at no additional cost, and helped the team take better care of Touch of Modern members, resolving delivery issues instantly.
Shipped AI reduced support tickets by 55% with a stellar 99% customer satisfaction rate, compared to Touch of Modern’s previous CSAT of 83%.
With a 70/30 A/B test, the team measured a 1.05% increase in conversion rate with a 95% statistical significance.
The impact to Touch of Modern’s bottom line was even better. Net profit increased $376k, a 13% uplift. This small change that took just 2 weeks had the equivalent impact of an extra $8.9 million in sales. For a minimal effort and zero risk, Shipped Shield was an unparalleled success.