About

Create Wellness is a modern health supplement brand offering innovative creatine-based products that are NSF-certified and third-party tested to ensure the highest quality and efficacy. Their mission is to reverse the creatine stigma and make the benefits accessible to all.

Challenge

Resolving shipping setbacks and driving new business without undercutting margins was a tall order

Create Wellness Co-Founder and President Sienna Mori always knew that eCommerce would play an important role in making creatine’s benefits accessible to a wider market. But with the combination of the perishable nature of supplements and the product existing in a new, innovative category, this task was easier said than done.

Historically, Create Wellness used Gorgias to handle most customer tickets, escalating claims that required significant back-and-forth. For more in-depth CX issues — such as a lost package — the two-person internal team might spend days resolving them. What’s more, when claims reached resolutions, any reimbursements and replacements were paid by Create Wellness, cutting into their bottom line.

To address customer needs in a way that protected Create Wellness’ margins and the team’s time, Sienna looked for a solution that would handle their two most critical scenarios:

1. Expedited support and product guarantee: Sienna knew she needed extensive shipping protections to protect orders from damage, like the supplements melting in the summer heat. But she also wanted to offer a level of order protection to reassure first-time buyers who may be hesitant to give the product a try.
2. Customer loyalty and repeat purchases: Sienna also saw an opportunity to incentivize repeat business and strengthen Create Wellness’ bottom line with a rewards program.

In the end, Onward was the first and only solution Sienna test-drove — because she quickly achieved both goals.

“We wanted to offer the highest level of customer service while also protecting our margins. It was obvious right away that Onward would solve those two problems.”

Solution

Extensive order protection safeguards the customer experience and drives loyalty

With Onward’s 90-day Satisfaction Guarantee, Create Wellness gives customers more purchasing confidence, promising a full refund if their creatine supplements don’t meet expectations. For a supplement in a new product category, the guarantee remedies any hesitations customers have in hitting “add to cart.”

• Replacements and reimbursements: With Onward, replacements and reimbursements are covered, with no financial lift required by Create Wellness. Additionally, customers are protected, even when products are unusable due to factors outside the brand’s control, such as harsh weather conditions or damaged packaging.
• Self-serve claims: When a customer has a claim, Onward offers shoppers expedited self-serve support directly from a Create Wellness-branded portal. When customers want to know where their order is, Onward prioritizes their requests, resolving most of these tickets within the first reply. This expedited level of support engenders stronger loyalty to the brand, increasing customer retention.

Beyond a best-in-class customer experience, Onward also helped Create Wellness launch a new incentive program that rewards repeat shoppers with 20% CashBack for store credit. Since the program began, Sienna reports a significant increase in repeat purchases and a $10,000 jump in monthly revenue. She says it’s clear that customers recognize the value of order protection — and with the savings from CashBack rewards, they know they’ll save more on every order.

“Onward not only resolves some of the more unsolvable issues for our team, but offers CashBack as a fun way to drive repeat business. This partnership has proven to be crucial as our brand scales.”

Results

Create Wellness generates $10k+ in monthly incremental revenue with CashBack

Since partnering with Onward, Create Wellness is equipped to provide unmatched order protection that also safeguards the company’s bottom line. Onward’s self-serve claims process is user-friendly and fast, with most customers getting what they need in as little as 10 minutes — without intervention from Create Wellness’ lean team. What’s more, Create Wellness covers 48% more claims than they could with other vendors.

And with almost every customer taking advantage of the benefits, their repeat business is skyrocketing:

“It’s not just the protection of the product. The team at Onward is stellar. I know I can always ask any urgent questions and get answers immediately.”