Shero Commerce CEO and Co-founder Beth Shero sits down with Hamish Makea, CEO and co-founder of Order Editing, to explore how a single post-purchase tool can simultaneously reduce customer service tickets and increase average order value heading into the holiday season.
Hamish shares the origin story: as a 21-year-old customer service manager for Mr. Beast's merchandise store, he discovered that every agent's biggest time drain was changing sizes and addresses. Order Editing was built to let customers self-service those changes, and the results speak for themselves. Hexclad eliminated over 10% of their customer service requests overnight and generated nearly half a million dollars in upsell revenue through the platform. The conversation covers five upsell touchpoints including free shipping threshold nudges, checkout upsells, one-click post-purchase adds, thank you page offers, and a Klaviyo email sent two minutes after purchase telling customers there's still space in their box. With a 90-minute average onboarding time and integrations covering most major ERPs and 3PLs, Hamish makes the case that there's still time to get live before peak season.