Case Study: Function of Beauty reduces order backlog and boosts customer satisfaction with Cleverific

How Function of Beauty Streamlined Order Management and Boosted Customer Experience with Cleverific

Function of Beauty, a direct-to-consumer brand specializing in customized hair care products, faced a significant operational challenge after migrating to Shopify. Their highly personalized offerings, which include custom formulas and names on bottles, generated frequent requests for post-purchase order modifications. Without an efficient way to make these changes on Shopify, their customer service team had to resort to manually canceling and re-creating orders, leading to a poor customer experience and a persistent 15-day service backlog.

To solve this, they implemented the Order Editor from Cleverific. Cleverific worked with the brand to create preset line item properties, which streamlined the modification process. This solution drastically reduced the time per order edit from several minutes to just seconds and completely eliminated manual errors. The measurable impact for Cleverific was profound: customer satisfaction scores increased by 14 percentage points, the service backlog was reduced to zero even during peak seasons, and the team could efficiently handle hundreds of monthly modification requests.

Function of Beauty

Allysa Kruithoff

Customer Service Director