Over a period when we had 13,278 orders, there were 3,560 order lookups by customers using this app on our site. This demonstrates the use-case of the app in reducing the quantum of customer service calls. However, it must be said that the 80% reduction in customer service calls that the app advertises is quite a suspect statistic.
Earlier in 2014 the app developer made an unannounced change in the language used by the app so that an order that was 'fulfilled' (but not necessarily shipped) on Shopify was marked as 'Shipped' when customers looked up the order. This was regardless of whether any lineitems in the order had a tracking number assigned to them. Typically there is a time lag between fulfillment and shipment, which can last from a few hours to a few days depending on the product. Therefore for several months we actually saw a dramatic increase in customer service calls and emails from confused customers who saw the language 'shipped' when they looked up their order, whereas their order was still in processing. This defeated the purpose of using the app to reduce customer service calls and emails.
After 6 months the developer finally changed the language used by the app back to 'fulfilled' from 'shipped' for an order that was fulfilled. But we're not sure if this was just on our account or for all stores that use the app.
Ss BREWING TECHNOLOGIES
Works as advertised. Out of 800 orders we had over a certain time window, there were 300 inquiries made to Order Lookup app - thus saving us hundreds of emails to our support line. Would be good if they could share their stats with some automated reporting - we didn't know how valuable it was until they asked how we liked the app ;)
Stop thinking, just add it to your store now!
Great app that works perfectly. Has saved our customer service team countless hours and made many satisfied customers as they are able to get an order update in realtime.
Emily Davies Store
Love the app
already using it with another store and is one of these apps you can't live without once you discover it, customers don't need to contact you to know where their order is and you have more time to dedicate in growing your business
Great app to reduce customer support calls. Direct impact on efficiency and CS optimization.
The perfect way to provide customers with the information they want, and reduce call and email volume to your CS team.
Also great support from the Lookup App team!
Only For You Boutique
This app has definitely reduced customer emails significantly. Very useful app and works great
5 star app. Our customers love it, and it helps reduce support calls. Customers want instant information and this app provides it.
Great app, easy to install. No more customers asking "where's my order?" Perfecto.
This is a must have for any shopify site. It does EXACTLY what it was intended to do.