The Challenge
Gruns was looking for ways to increase average order value while also reducing the burden on their customer support team from order modification requests.
The Solution
Order Editing's upsell features allowed Gruns to present relevant product recommendations during the order editing flow, turning support interactions into revenue opportunities.
Results
- $20,000 in upsell revenue in 67 days
- Eliminated thousands of support tickets
- Increased average order value
- Great feedback from the entire company
Gruns is a health and wellness brand that was looking to maximize every customer interaction. They knew their customers often wanted to add products after their initial purchase, but the friction of placing a second order meant lost revenue.
The Challenge
Gruns faced two interconnected problems:
- Support overload: Customers frequently contacted support for simple order modifications
- Missed revenue: The post-purchase moment was being wasted instead of leveraged for upsells
The Solution
Order Editing transformed Gruns' post-purchase experience:
- Smart upsell recommendations based on the customer's cart
- Self-service order modifications to reduce support load
- Seamless payment handling for adding items to existing orders
- Integration with existing tech stack for smooth operations
Results
In just 67 days, the results spoke for themselves:
- $20,000 in additional upsell revenue
- Thousands of support tickets eliminated
- Higher average order value across the customer base
- Company-wide satisfaction with the implementation
"In the 67 days we've worked with Order Editing, we have made $20k in upsell revenue, eliminated thousands of support tickets, and had great feedback from all collaborators company wide! Hamish, Kiril (and team) are a delight to work with."
