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.
Mobile Optimization
Travel Accessories
Copenhagen, Denmark
Gilt Gear — Travel Accessories Store UX Audit
Transforming Gilt Gear's travel accessories store with ux audit
Project for Gilt Gear
- Platform Shopify Plus
- Duration 8 weeks
- Completed November 2025
Overview
Delivered exceptional results for Gilt Gear including improved performance metrics, higher conversion rates, and sustainable growth in the travel accessories vertical.
+74%
Sales Growth
+68K
Monthly Visitors
+60%
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
Gilt Gear is a travel accessories 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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