The Challenge: Managing Customer Expectations on High Ticket Items Leads to High Support Costs
As a company that made a name for itself on high-quality products and retail innovation, Kith’s post-purchase experience didn’t match up to the rest of the brand. Customers would buy products and then would be taken off the storefront to track their order, and delays with orders being delivered also created a back and forth customer service dance. It was as if the pre-purchase and post-purchase journey was totally disconnected. This was hurting Kith’s ability to nurture relationships with existing customers and turn that into additional revenue.
While Kith always had a strong benin telegram screening order management system in place, they had a very basic post-purchase experience that consisted of self-service returns and basic Shopify native carrier tracking on all of its stores. Recalling Kith’s post-purchase experience Andy says, “I think it would be considered light to nothing.”
To add an additional layer of complexity, Kith has a drop culture, and depending on the drop, customers can preorder product months in advance. While preordering is an incredible strategy to build hype and excitement, it can also create a customer service nightmare.
“We had ping pong tables that were a month preorder and TaylorMade golf clubs that were a nine month preorder. It’s a real struggle for us to maintain a good CSAT score because people get antsy, and it’s very hard to keep people satisfied while they’re waiting.” – Andy Oliver.