Touch of Modern Adds Touchless CX

Touch of Modern lowers support costs by 74% with Shipped AI

High-end retailer adds Shipped AI to automate delivery issue resolutions

$8.9M

Increase in revenue in 2 weeks

74%

Reduction in support costs

82%

Upsell acceptance by customers for assurance

"Despite our best efforts, damage or loss during delivery is still one of our top 3 drivers of refunds, cancellations and customer dissatisfaction. Shipped AI is one of the easiest business decisions we've ever made."

Simon Bascombe

Senior Director of Operations, Touch of Modern

Touch of Modern is the leading e-commerce app for men to discover cutting edge products, with more than 250 new items added daily driving $100m+ in annual sales. Some high value orders such as luxury watches could be over $10,000. To eliminate the headache dealing with damaged, lost and stolen products, they chose Shipped AI to manage post-purchase support.

Challenges

Agents spent cycles investigating issues around lost, damaged and stolen orders

Manual process included getting police reports and gathering evidence

Resolution times hindered customer experience quality

Issuing new products involved working with vendors and fulfillment

Shipped AI eliminated manual, unscalable processes

In just two weeks, Shipped AI was integrated into the Touch of Modern checkout flow — for web, mobile, iOS, and Android. The entire support process for delivery assurance offloaded the support team’s responsibilities towards issues that required greater attention.The impact to Touch of Modern’s bottom line was even better. Net profit increased $376k, a 13% uplift. This small change that took just 2 weeks had the equivalent impact of an extra $8.9 million in sales.

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