Pink Lily Increases Customers’ Buying Confidence With Route


Fast expert claim assistance with shipping issues through Route helps save the customer experience

As customer inquiries grew, the Pink Lily team started finding themselves at a loss for the best way to effectively help customers while also remaining a profitable business. Route’s Protect feature was the next best strategic move to improve overall customer experience. Since adding Route, more than 300,000 Pink Lily orders have been protected from lost, stolen, or damaged in-transit issues while retaining a 100% customer satisfaction score.

“The disappointing issues we were experiencing with delivery services left us to look at ways that we can proactively step in for the sake of our customers. Route has been able to help and it’s really taken the weight off of our support agents to resolve that issue,” Hassell mentioned.

Together with Route, Pink Lily was able to redirect over 85% of customer inquiries to get fast, experienced help for in-transit issues. “From the customer side of everything, they’re actually dealing with an expert that’s more well-versed in resolving those issues and bypassing the headache of dealing directly with the carrier. The extra assurance we’re providing our customers is monumental in the overall experience they are being provided,” noted Hassell.

This originally appeared on Route and is made available here to cast a wider net of discovery.
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Steve has entrepreneurship in his DNA. Starting in the early 2000s, Steve achieved eBay Power Seller status which propelled him to become a founding partner of, a contact lens and eyewear retailer. Four years later through a successful exit from that startup, he embarked on his next journey into digital strategy for direct-to-consumer brands.

Currently, Steve is a Senior Merchant Success Manager at Shopify, where he helps brands to identify, navigate and accelerate growth online and in-store.

To maintain his competitive edge, Steve also hosts the top-rated twice-weekly podcast eCommerce Fastlane. He interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, that assist Shopify-powered brands to improve efficiencies, profitably grow revenue and to build lifetime customer loyalty.

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