Order Editing cofounder Hamish McKay joins James Gurd to discuss the critical need for order editing in ecommerce, exploring the challenges faced by customer service teams and the impact of order changes on returns and customer experience.
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Hamish McKay and co-founder Kiril Climson have been busy building one of the hottest apps in the Shopify ecosystem, signing up 200+ merchants. Order Editing gives merchants an automated process for enabling customers and customer service teams to edit orders before they’re processed for shipping.
In this podcast Hamish shares his journey as a startup founder, the growth of his company, and the technical solutions developed to address common issues in order management. The discussion also touches on the potential for upselling through order changes and the importance of addressing fraud concerns in the ecommerce space.
The podcast also discusses the intricacies of editing orders, focusing on fraud prevention, rapid response to merchant needs, and the latest features including multi-currency support. It emphasises the importance of shipping recalculation, switching payment methods, and handling support tickets effectively. The discussion concludes with an explanation of how merchants can get started, and the potential for future expansion beyond the Shopify ecosystem.
Key takeaways:
- Order editing is essential for improving customer experience.
- Many ecommerce teams struggle with order changes post-purchase.
- Customer service agents often spend significant time on order edits.
- Editing orders can reduce return volume, which has a positive environmental impact.
- Upselling opportunities also arise from allowing order edits.
- Technical solutions can delay order processing to accommodate these changes.
- Support tickets can hold orders until resolved, improving customer service.
- Fraud prevention is a key consideration; dynamic fraud checks can be implemented during the editing process.
- Shipping recalculation can be complex but is essential for customer satisfaction.
Chapters:
- 00:45 > The Necessity of Allowing Order Edits in Ecommerce
- 05:30 > Hamish McKay’s Journey and Startup Growth
- 10:35 > Common Issues in Order Management
- 15:20 > The Impact of Edits on Returns
- 20:40 > Enhancing Customer Experience Through Upselling
- 30:30 > Addressing Fraud Concerns
- 34:10 > Latest Features and Multi-Currency Support
- 36:00 > Shipping Recalculation Challenges
- 38:40 > Switching Payment Methods
- 40:55 > Handling Support Tickets and Order Holds
- 49:15 > Future Expansion Beyond Shopify
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