Selling your products or services becomes a heck of a lot easier when your brand identity clearly defines who you are and what you care about and speaks directly to the people that you want to connect with.
Saratoga Springs, NY
Death Wish Coffee’s former subscription platform was plagued with issues, resulting in high customer service costs and significant subscriber churn. The platform had numerous errors, leading to a 50% loss of potential subscribers and approximately 2,000 frontend issues that needed resolution. The primary goal was to transition to a new platform that would enhance the user experience, provide subscribers with more control, and align with Death Wish Coffee’s brand aesthetic. The migration had to be seamless to avoid any disruption in recurring revenue and to maintain customer satisfaction.
Identifying Key Issues and Opportunities Commence Studio began with a comprehensive full-site audit, analyzing SEO rankings, competitors’ performance, and potential conversion optimizations using Quantum Metrics. This audit provided valuable insights that helped set benchmarks for conversion rate optimization (CRO) goals and informed the migration strategy.
Seamless Transition to OrderGroove The team facilitated the migration of tens of thousands of customers from the old subscription platform to OrderGroove on Shopify Plus. The migration was executed with precision to ensure no data loss and minimal disruption to the customer experience. The new platform provided enhanced functionalities, allowing subscribers greater control over their plans and reducing operational complexities.
Improving User Experience Commence Studio identified and fixed approximately 2,000 frontend issues, significantly improving the user experience and reducing customer frustration. The customer portal was redesigned to match Death Wish Coffee’s established brand aesthetic and user experience (UX), making it easier for customers to manage their subscriptions.
Enhancing Customer Engagement Through the site audit and subsequent optimizations, Commence Studio implemented strategies to increase conversion rates and improve overall site performance. The focus was on reducing friction points that previously led to customer churn and enhancing features that promoted recurring sales.
Successful Migration and Increased Subscriber Retention
Commence Studio successfully migrated all customers to the new subscription platform without any data loss, ensuring a seamless transition and uninterrupted recurring payments. The reduction in operational friction led to a 20-fold decrease in customer service costs. The enhanced user experience and improved subscription management features resulted in increased subscriber retention and satisfaction.
Selling your products or services becomes a heck of a lot easier when your brand identity clearly defines who you are and what you care about and speaks directly to the people that you want to connect with.
