Case Study

Case Study: How Bstore automated their returns with Loop and Convert Digital

About

Bstore has made it their mission to find you stylish footwear that feels awesome to wear.


“Have you noticed how much happier you feel when you’re wearing comfortable shoes?” said Jake Makin, Bstore’s ecommerce manager. “This was the thought that inspired Bstore’s founding in 2001.”


Over 20 years later, the idea that footwear can be both stylish and comfortable is still deeply integrated within their culture.


“If it means scouring the world to discover the best brand in each category,” he said. “Then that’s what we’ll do.”


Bstore offers a range of sneakers, flats, sandals, slides, boots, orthotic friendly footwear, and waterproof boots from brands such as Birkenstock, FitFlop, FRANKiE4, Hunter, Blundstone and more.


“We currently have seven Bstore locations and one of Australia’s most trusted online shops for comfort shoes,” he said.

The Bstore mission, plus looking into the future

Bstore offers stylish and comfortable shoes for their customers. Their strict sourcing criteria has helped them fill a big gap in the market, and today they’re the largest Birkenstock retailer in Australia.


“We’re very selective with our brands because we care about our customers, and consider several factors like trends, comfort, and durability when sourcing. In-store, we like providing a tailored experience for our customers; we ask them about their work, hobbies, and general needs for their footwear, and make recommendations based on their answers,” says Makin.


“That philosophy carries over to our Shopify store – just because it’s digital doesn’t mean we shouldn’t focus on a great customer experience; quite the opposite, actually, it’s even more important since there isn’t a human touch point.”


Bstore plans to continue expanding across Australia, with eyes on expanding internationally soon. But, they’re taking their time; citing an importance on scaling intentionally while making sure they keep their top-notch footwear quality and customer service across the board.

“Loop Returns was one of the many amazing recommendations from our agency Convert Digital. With the vast amount of options out there when it comes to ecommerce tech, it’s such a relief to have an agency like Convert Digital that you can lean on and trust to point you in the right direction.”

Jake Makin (Ecommerce Manager, Bstore)

Implementing Loop Returns

“Loop was recommended to us by our ecommerce agency, Convert Digital, and we also saw a few ads on social media. Initially, I thought this looked too good to be true, so after I booked a demo, I was seriously impressed by the platform,” said Makin.


Before Loop, the Bstore team were processing returns manually which was both difficult and costly. There was no way for them to incentivise exchanges, let alone gather return data to showcase why returns took place. They were missing out on many opportunities to make their customers happier.


Today, Bstore have automated, self-service returns which delight their customers. They recently sent a NPS survey to around 6,000 customers who’d processed a return and the feedback was amazing: we received a 95 rating. Customer comments indicated that the returns process was easy and seamless, confirming how much Loop supports the Bstore business and their customers.


“In addition, between saving time processing returns and the newfound access to returns data, we’ve been able to expand into new markets. As we continue to scale, we’re confident in Loop’s ability to support our needs, and we can’t wait to see what the future holds,” says Makin.


Convert Digital continues to work with the Bstore team to help manage and optimise their ecommerce experience, recommending high-performing technology solutions that will positively impact their business.

550 hours

Saved per year

50%

Additional retained revenue

$3.65

Upsell per return

“The amount of manual hours saved as a company has been incredible. We’ve redistributed those saved hours into focusing on new markets – it’s been a game changer. Thanks to Loop, we’ve been able to scale and move into bigger markets.”

Jake Makin (Ecommerce Manager, Bstore)

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