The Challenge
Rothy's customer service team was overwhelmed with order modification requests. Customers wanted to change sizes, colors, or shipping addresses after placing orders, creating a flood of support tickets that took hours to resolve manually.
The Solution
After implementing Order Editing, Rothy's customers can now modify their orders directly from the order confirmation page. No waiting for support, no back-and-forth emails, just instant self-service order editing.
Results
- 50% reduction in order-related support tickets
- Faster order processing times
- Higher customer satisfaction scores
- Freed up support team for higher-value interactions
Rothy's is the sustainable footwear brand known for their stylish shoes made from recycled plastic water bottles. With millions of customers worldwide, their support team needed a way to scale customer service without scaling headcount.
The Challenge
Every day, Rothy's received hundreds of requests from customers who needed to:
- Change shoe sizes after ordering
- Update shipping addresses
- Add items to their order
- Switch colors or styles
Each request required a support agent to manually process the change, taking 10-15 minutes per ticket.
The Solution
Order Editing gave Rothy's customers the power to help themselves:
- Self-service sizing changes directly from order confirmation emails
- Address updates without contacting support
- Add-on purchases with seamless payment handling
- Real-time inventory checks to ensure availability
Results
The impact was immediate and significant:
- 50% reduction in order-related support tickets
- Support team freed up for complex customer issues
- Higher customer satisfaction from instant resolution
- Improved operational efficiency across the board
"It's hard to believe this hasn't always existed. A gamechanger for reducing tickets and time spent manually changing orders. Great app with an even greater team to work with!"
