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Chess House reduces WISMO calls more than 75% with FenixCommerce

CLIENT CASE STUDIES
CATEGORY
ECOMMERCE PLATFORM
CATEGORY
FENIXCOMMERCE BENEFITS

10%

YoY increase in conversion

38%

decrease in abandoned carts

75%

decrease in pre-sales customer inquiries

25%

increase in shipping revenue
CLIENT STORY
Starting with a single box of books, the teen Neff brothers began supplying chess-related products to friends in the early 90’s. In the decades since they have continued to grow Chess House with a passion for the game–and for exceeding their customer’s service expectations.

Chess House has become the online shopper’s favorite source for chess board games, helping thousands of customers learn or improve their game and make great memories at home or wherever they want to share the game.

ANNUAL REVENUE: $2M to $5M
FULFILLMENT LOCATIONS: 8
Raphael Neff | Owner, CEO | Chess House
FenixCommerce provides customers with helpful, accurate expectations around delivery with optimized shipping options that up until now were only available from the biggest players in eCommerce. It’s more advanced and intelligent than other apps. I’ve searched offerings extensively and most of them do one or two things really well. But FenixCommerce provides a holistic functionality really harnessing your data-points more effectively. This optimizes your cost savings and improves clarity of the shipping options offered.

I have been in eCommerce for 20 years and have never seen an app that benefits both the shopper and the seller as positively as FenixCommerce.
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CLIENT OPPORTUNITY
With a commitment to excellence, innovation, and doing the right thing embedded in Chess House’s values, the company was seeking a way to serve its customers better by giving them more relevant information where they sought it.

In the Order Experience Platform’s ability to provide transparency around estimated delivery dates on the product, cart, and checkout pages, they saw an ideal way to work toward achieving this goal, since many of their customers bought chess sets as gifts and wanted to feel confident that the order would arrive in time for the gift occasion. Also–always looking to grow the business–Chess House was intrigued by the OEP’s impact on growth metrics.
FENIXCOMMERCE SOLUTION
Chess House was our first client implementation, going live on July 12, 2018, and we are eternally grateful to them for the opportunity to help them better serve their customers. Chess House has eagerly adopted—and in many cases helped us beta-test—new FenixCommerce features, and the site has evolved to leverage the entire suite of OEP capabilities, including:

Inventory visibility into all fulfillment locations
Multiple shipping options accessible via popup directly from the Product Page—our first client to implement this feature!
Shipping services optimized based on inventory/customer locations—using lower cost services to provide Express and Expedited delivery to zones where possible
A date-specific standard option that provides an incremental $7 revenue on the 12% of ground shipments where it’s chosen over free shipping

Grow revenue with FenixCommerce from day 1, Guaranteed!

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OUR SOLUTIONS
Personalize pick up and shipping options with clear and accurate delivery options, dates, and costs
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Offer shipping or pickup-related promotions based on customer, inventory, or product parameters
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Optimize fulfillment location and order routing while lowering shipping costs and maintaining fulfillment SLAs
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Enable real-time shipment tracking, send timely notifications and provide customer-centric offers
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Copyright © 2021 FenixCommerce Inc.| All rights reserved.
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