E305:🎙️HOW A KIWI LAD BUILT A SUCCESSFUL, GAME CHANGING SHOPIFY APP IN UNDER A YEAR! | HAMISH MCKAY - ORDER EDITING

UNLOCKING THE POTENTIAL OF SHOPIFY WITH ORDER EDITING: AN INTERVIEW WITH CO-FOUNDER HAMISH MCKAY

In the dynamic world of eCommerce, finding tools that streamline operations while enhancing customer experience can be a game changer for businesses. One such innovation is Order Editing, a Shopify app designed to simplify post-purchase order modifications. This not only significantly reduces the workload on customer service teams but also opens up new avenues for upselling and cross-selling. I had the pleasure of diving deep into the functionalities and benefits of this app with Hamish McKay, co-founder of Order Editing.

REVOLUTIONIZING CUSTOMER SERVICE AND SALES WITH ORDER EDITING

The concept behind Order Editing is straightforward yet impactful. It allows customers of Shopify stores to alter their orders post-purchase without needing to interact with customer service. This capability presents a golden opportunity for marketers to upsell or cross-sell during the order editing process, potentially increasing the average order value.

Hamish McKay originally from New Zealand and now based in Melbourne, shared his journey and the inspirations behind creating this innovative tool. Transitioning from a hospitality background to the tech and eCommerce sphere, McKay found his passion in enhancing customer experiences. His work at a merchandising company dealing with large-scale YouTubers provided him with insights into the high demand and the consequential customer service workload that comes with online merchandising.

FROM HOSPITALITY TO eCommerce INNOVATION

McKay’s career transition is a testament to the evolving nature of job roles and how diverse experiences can lead to groundbreaking innovations in completely different industries. His deep dive into the Shopify ecosystem and customer service led him to identify a critical pain point: the inefficiency and customer dissatisfaction stemming from the inability to edit orders after placement.

THE IMPACT OF ORDER EDITING

The introduction of Order Editing has shown impressive benefits, significantly reducing the need for manual order modifications handled by customer service. This not only slashes operational costs but also enhances customer satisfaction by giving them control over their purchase decisions even after clicking 'order now'.

McKay emphasized that the capability of order editing hasn't just eased operational burdens but also added a strategic tool for sales. By integrating marketing opportunities into the order editing process, Shopify store owners can enhance their revenue while improving the overall shopping experience.

FUTURE DIRECTIONS AND EXPANDING THE SCOPE

Looking ahead, Hamish McKay and his team are focused on expanding the functionalities of Order Editing. They aim to integrate more comprehensive upselling features, considering the physical constraints of packaging and shipping. Additionally, they are exploring more personalized and predictive selling points based on prior consumer behavior and preferences.

The journey of Order Editing is also set to include more educational resources for

eCommerce managers and marketing professionals, helping them understand and leverage the potential of post-purchase customer interactions.

CONCLUSION: THE eCommerce EDGE

In an industry where customer satisfaction and operational efficiency directly correlate with business success, tools like Order Editing are invaluable. McKay’s journey from hospitality to co-founding a tech start-up is not just inspiring but also indicative of the innovative future of eCommerce. As platforms like Shopify continue to dominate the online retail landscape, the integration of sophisticated tools like Order Editing can define the competitive edge for businesses aiming to excel in customer service and sales.

In essence, Order Editing isn’t just a tool—it's a new paradigm in eCommerce customer experience, making it an essential component of any forward-thinking Shopify store's arsenal. By empowering customers to make changes post-purchase and offering them additional purchase options, Order Editing turns potential customer service headaches into opportunities for growth and customer loyalty.

To learn more, check out the related THE ECOMMERCE EDGE Podcast episode below: