Despite having an extremely fast-growing U.S. business, Koio had a frustratingly slow international one. Aside from the normal issues with dead tracking numbers and high customer support costs, they had consistent issues with duties and taxes. Their customer experience was best-in-class from beautiful social media, highly complementary press and a great website. But their post-purchase experience was lacking.
Passport built Koio a custom duties prepaid solution. Through a Passport Shopify app Koio is now able to share the true cost of shipping with all their consumers. Koio’s international customers now get:
Koio now offers their clients a fully landed cost, leveling up the experience and lowering CX support costs
1. Consumers take time to visit the post office, pay the unexpected duties and taxes, and get hit with a customs processing fee of $10 or more.
2. Koio receives customer support tickets; unfortunately customs-related tickets are very complex (read: expensive).
3. “Refusals” have an extremely high cost of lost revenue, as well as re-import fees when packages are returned-to-sender.
4. Most importantly for a brand that is known for a luxury experience, conversion rates are hit. Bad experiences limit word-of-mouth and repurchases.
Fully landed cost calculator displays duties and taxes at checkout
Aside from the custom duty and tax solution, Passport also provides Koio with the following benefits
Now that international shipping lives up to Koio’s brand standards going global is becoming a key part of their growth.
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− Passport Shipping team