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.
Multi-channel Setup
Pet Supplies
Copenhagen, Denmark
Ember Essentials — Pet Supplies Store UX Audit
Transforming Ember Essentials's pet supplies store with ux audit
Project for Ember Essentials
- Platform Shopify Plus
- Duration 14 weeks
- Completed May 2025
Overview
Delivered exceptional results for Ember Essentials including improved performance metrics, higher conversion rates, and sustainable growth in the pet supplies vertical.
+26%
Sales Growth
+20K
Monthly Visitors
+98%
Email Signups
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
Ember Essentials is a pet supplies brand based in Copenhagen, Denmark. 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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