Overview
The Order Edit Insights provides a comprehensive overview of how well the Order Editing program is working for your store, including saved tickets for your team, new revenue generation from upsells, and a complete breakdown of module usage.
Get Started
To begin analyzing your order editing program, go to: Analytics > Order Edit Insights
Top Charts
The 1st section contains 4 smaller charts with the purpose to give a quick overview on the more critical areas of your program.
Orders Edited - the # of unique orders where at least 1 edit occurred.
Revenue Generated - the amount of new revenue created from any upsell opportunity within the widget such as:
Add Product to Order
Update Product Quantities
Switch Product Variant
Product Upsells
Revenue per Edit - this calculation looks at how much total revenue has been generated divided by the number of orders that had at least 1 edit. This creates a value called "Revenue per edit" which should often be compared to the cost of handling a customer service ticket manually.
Edit ROI - this value represents the profitability of your Order Editing program. We consider ROI to be based on the cost saving metrics and upsell revenue generated by the app. Lastly, we subtract the cost of your processing fees form orders to give a full view.
Example: Order Edits * ($4 per order) + Cancelled Orders Savings + Upsell Revenue - Processing Fees.
Main Charts
The 2nd section contains 6 larger charts which give a breakdown of your primary edits and resolved savings.
Customer Tickets Solved - When a customer successfully completes at least 1 edit on an order, we consider this to be a replacement of a customer service ticket being solved.
Customer Service Savings - Every time a customer service agent resolves a ticket, there is a cost associated with this level of support due to the time involved communicating back and forth with the customer. Today we consider this cost to be $4 per ticket.
Product Changes - This is the number of order edits that involves a customer making a change to the original products within their order, such as changing the quantity or product variants.
Order Cancellations - When a customer successfully submits a cancellation request, we will increase the value within this chart.
Address Verification Updates - This is the number of orders that had an incorrect shipping address and the customer followed our prompts within the module to resolve. Depending on your carrier, such as UPS or FedEx the cost savings here could be significant for your brand.
Upsell Revenue - When a customer interacts with one of your product upsell modules and completes a purchase, we consider that additive revenue within this chart.
Top Order Edits by Usage
The 3rd section provides a complete breakdown of the number of unique edits by module. This helps to show the concentration of customer usage and also to help make adjustments to the program if low usage exists.
