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.
E-commerce Store
Food & Beverage
Hong Kong
Reef Republic — Food & Beverage Store UX Audit
Transforming Reef Republic's food & beverage store with ux audit
Project for Reef Republic
- Platform Shopify Plus
- Duration 8 weeks
- Completed August 2025
Overview
Delivered exceptional results for Reef Republic including improved performance metrics, higher conversion rates, and sustainable growth in the food & beverage vertical.
+29%
Conversion Rate
-28%
Bounce Rate
+27%
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
Reef Republic is a food & beverage 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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