Learn how Laundry Sauce increased revenue and improved overall customer experience in just 18 months with the help of Onward’s services.
“We’re a premium product, and we need premium customer service. Onward adds to that.”
Laundry Sauce is a premium laundry detergent brand that partners with high-end fragrance designers to develop sophisticated, elevated laundry products. Established in 2020, Laundry Sauce is dedicated to refining customers’ laundry experience through its responsibly sourced ingredients and low-waste packaging.
When it comes to high-end consumer goods, you’re not just selling a product — you’re selling an experience. Laundry Sauce CEO, Ian Blair, took this concept and ran with it, looking for ways to elevate the brand’s customer service to meet the quality of its products.
While Laundry Sauce hadn’t faced any customer satisfaction issues, Ian recognized a significant opportunity to solidify the brand’s post-purchase experience and fortify customer relationships to increase repeat business. He just hadn’t found the right solution to check every box.
Ian first focused on strategies to improve the shipping process. In the past, Laundry Sauce was responsible for the total cost of any damaged, lost, or stolen items during shipping, regardless of who was at fault. The brand had no option but to eat the cost of every error, continuously losing money on issues often out of their control.
In addition, Laundry Sauce also lacked a system to reward and maintain repeat customers. With the right incentive program, Ian knew he could further establish Laundry Sauce’s high-end credibility while strengthening customer loyalty to the brand.
When Ian discovered Onward, he quickly realized he’d found the solution to enhance Laundry Sauce’s range of customer service opportunities.
Ian was initially drawn to Onward for its additional shipping protections for errors out of his team’s control. By assuring Laundry Sauce customers receive replacements or reimbursements for lost or damaged products, Onward protects the brand’s customer experience without negatively impacting Laundry Sauce’s bottom line.
Onward’s comprehensive post-purchase protections also ensure that Laundry Sauce’s customers not only have insurance for their packages but a 90-day satisfaction guarantee that their new products meet expectations. For Laundry Sauce, these services also include:
Everything Ian was looking for to strengthen Laundry Sauce’s post-shopping experience and customer relationships.
Onward took care of everything when it came to adding its widget to Laundry Sauce’s side cart, allowing Laundry Sauce to extend these new services to its customers with minimal lift required from Ian’s team. The Onward widget now gives customers the choice of opting into Onward’s services directly from their shopping cart, creating a high-return experience at no additional cost to the company.
But the support doesn’t end there — Onward is also solely responsible for the widget’s upkeep and maintenance. When the Laundry Sauce team noticed a minor glitch after a site update, Ian says Onward was on it, handling all necessary changes to quickly get services back up and running.
Shifting focus away from the technical lift involved in maintaining Onward’s widget means Ian and his team can now focus on developing products — rather than shipping-related issues.
Beyond order protection, Onward’s services also help Laundry Sauce further establish loyalty among customers with a custom cashback program on qualifying Laundry Sauce purchases, which Ian attributes to both the brand’s increased number of repeat customers and AOV.
“Onward’s widget in our side cart offers carbon-neutral shipping protection, giving customers confidence that their package will get there.”
With Onward, Laundry Sauce found its ideal partner to help strengthen its customer service, garner customer trust, and encourage repeat business through a cashback incentive program.
Here’s a look at some of Laundry Sauce’s most notable results since using Onward:
Moving forward, Ian is excited to continue offering Onward services on Laundry Sauce’s site and see how its impact plays out for the brand long-term.
“Onward proves its worth just by being on your site. Average order value goes up, your margin goes up, and you’re not having to eat the cost of lost packages.”
