The Challenge
Customer service was overwhelmed with order status inquiries. The existing store lacked self-service account features, real-time tracking integration, and proactive communication flows.
Custom Theme
Luxury Goods
Hong Kong
Aria Beauty — Luxury Goods Store UX Audit
Transforming Aria Beauty's luxury goods store with ux audit
Project for Aria Beauty
- Platform Shopify Plus
- Duration 4 weeks
- Completed February 2025
Overview
Delivered exceptional results for Aria Beauty including improved performance metrics, higher conversion rates, and sustainable growth in the luxury goods vertical.
+77%
Conversion Rate
-76%
Bounce Rate
+75%
Avg Order Value
Our Solution
Implemented self-service customer portal with real-time order tracking, automated shipping notifications, and integrated knowledge base. Set up chatbot for common inquiries with seamless human escalation.
The Outcome
Customer service ticket volume decreased while customer satisfaction scores improved. The self-service portal handles the majority of order status inquiries without human intervention.
Project Overview
Aria Beauty is a luxury goods brand based in Hong Kong. They partnered with The Shopify Workshop to ux audit their online presence on Shopify Plus.
The Challenge
Customer service was overwhelmed with order status inquiries. The existing store lacked self-service account features, real-time tracking integration, and proactive communication flows.
Our Solution
Implemented self-service customer portal with real-time order tracking, automated shipping notifications, and integrated knowledge base. Set up chatbot for common inquiries with seamless human escalation.
The Outcome
Customer service ticket volume decreased while customer satisfaction scores improved. The self-service portal handles the majority of order status inquiries without human intervention.
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