S5 E10: Why ecommerce brands are providing shipment protection during order tracking with Emerson Hammer (Director of Partnerships, Corso)


Emerson Hammer, Director of Partnerships at Corso, joins Retention Chronicles to discuss ecommerce shipment protection in the order tracking experience.

There’s a lot of tech stack consolidation in ecommerce right now as brands are striving for efficiency to get more out of their tech. Emerson tells Noah and Mariah about how ecommerce brands should really be focusing on retention and reverse logistics.

Emerson speaks to the .3-.5% of packages that have an issue with shipping and how brands traditionally have to eat that sunk cost, but with Malomo and Corso brands can mitigate shipping protection and costs while increasing the customer experience.

Brands can have full control over their refund policies, but few brands actually take the opportunity to increase their revenue in the post-purchase experience, like offering a gift card instead of a full return or providing cross and upsells.

Episode Timestamps:

  • 2:05 Ecommerce growth strategies and supply chain management.

  • 6:55 Ecommerce trends and tech integrations.

  • 9:06 Shipping protection and its impact on brand revenue.

  • 14:10 Integrating shipping protection and customer support for e-commerce businesses.

  • 18:11 Streamlining return process for e-commerce brands.

  • 22:55 Reducing friction in returns while maintaining good customer experience.

  • 26:02 Streamlining post-purchase experiences for e-commerce brands.

Did you know that 20% of your website traffic hits the order tracking experience? Turn all of that customer engagement into customer loyalty.

Malomo helps you get ahead of shipping issues, brand your order tracking experience, and reconvert shoppers while they wait for their package to arrive.

To see what your custom mockup of branded order tracking and transactional email/SMS would look like, fill out this form & we’ll send your custom design right to your inbox!

Be sure to subscribe to our pod to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands.

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This transcript was completed by an automated system, please forgive any grammatical errors.


customer, brand, corso, merchants, shipping, great, return, shopify, issue, product, integration, good, emerson, protection, item, play, tech, highlight, order, integrate


Mariah Parsons, Emerson Hammer, Noah Rahimzadeh

Mariah Parsons 00:04

Greetings and welcome to retention Chronicles podcast with learnings from expert e commerce, brands and partners. I'm Ryan Parsons,

Noah Rahimzadeh 00:12

and I'm no Rahim today, if you're here, you're either on a quest for E commerce enlightenment, or you accidentally click the wrong link. Either way, we're thrilled you stumbled into our corner of the internet.

Mariah Parsons 00:22

And hey, even if you're not on the E commerce hype train, stick around. We promise it'll be worth your while. We've got pearls of wisdom for everyone, whether you're running a business or just trying to keep your house plans a lot. Exactly.

Noah Rahimzadeh 00:33

So before we unleash the brilliance of today's episode, let's give a shout out to our fantastic sponsor Malomo.

Mariah Parsons 00:40

They're the wizards behind the curtain, making the post purchase experience smoother than a jazz solo,

Noah Rahimzadeh 00:45

hit that subscribe button like it will increase LTV overnight, and check out our other episodes go malomo.com That's GOMALO mo.com yet

Mariah Parsons 00:55

ready for insights chuckles and possibly a profound realization or two. Here's our newest episode of retention Chronicles.

Noah Rahimzadeh 01:09

Emerson, so good to see you, man. We are I mentioned it offline. But this is our third podcast recording in three days. So we're over here getting them out. Appreciate you taking the time. So this is our fourth ecosystem episode of the new year and one that we're particularly particularly Wow.

Mariah Parsons 01:32

Excited, long day.

Noah Rahimzadeh 01:35

Already and it's two o'clock, geez. We've got one of our newest and I think most exciting partners joining us today Emerson hammer Director of Partnerships at Corso. As I mentioned, Corso is one of our latest integrations at Malomo. And it's one that our merchants are most excited about one that our merchants have been asking about for a really long time. So we're thrilled to have Emerson here with us today. Thank you so much, man. Really appreciate.

Emerson Hammer 02:05

There's gonna be a fun one. Yeah, we love Malomo. We love the synergies between what we're working on together. So should be a fun fun episode. Hopefully getting some nitty gritty stuff.

Noah Rahimzadeh 02:13

100% Yeah, I think it even goes beyond the tech our I was bummed to miss the the event in LA but I know Yeah, it's out there for that. Emerson hosted an incredible event. I don't know Mariah if you know much. Oh, I

Mariah Parsons 02:27

was jealous. Believe me. I know. Yeah. As soon as I saw pictures, I was like, ah,

Noah Rahimzadeh 02:33

like, let's start there. What? Tell us high level what that was? Because I think you're going to try to do it again this year. Right?

Emerson Hammer 02:39

Yeah. So I don't know. I feel like partnerships is a fun opportunity where we, of course, loves working with ecommerce merchant Shopify merchants, and getting out behind the desk and actually meeting people in person. So we'd like to throw fun parties. I mean, I'm biased. I think we're so fun people. And so we'd like to get out and have fun with others. It's been a great time with the Malomo group, other partners in LA, we call it a trip trip, where we got a custom shoe designer to come out. And we all made our own custom Nikes commerce and stuff like that. So everyone we had like, around 40 or 50 or so people attend the event. And we just got to make some custom shoes and had a good time. But yeah, every month we try to do something new and fun exciting. Last month, we went down to San Diego gotten a yacht, a yacht party. In March, we rented out the Delta Center in Salt Lake and we're doing a basketball tournament with ecommerce merchants ballin out a fun time. So we've tried to have fun fun activities to network and unique ways and have fun time and build a community.

Noah Rahimzadeh 03:35

That's amazing. That is amazing. I feel like there's this there's this whole other conversation around like a vet led growth I'm seeing that more and more. And I consider like you guys, Corso inveterate is doing some amazing stuff with that right now. But it's really cool to see and obviously just makes makes the work even more fun than it already is. I think we're spoiled and ecom because we do have a hell of a time already. But there's some cool events in there and it's just unreal. Yeah,

Emerson Hammer 04:08

it's a blast. Yeah, we love doing more more events. Try to swim every month and Yeah, and just break the monotony of computer demos and go out and meet people who it's fun.

Noah Rahimzadeh 04:17

Awesome. Awesome. Well, that was a total tangent. But tell us a little bit about your background Emerson. What you're doing at core so now and then we all we all always like to ask also one thing that you're excited about in your personal

Emerson Hammer 04:33

life. Yeah, for sure. So my background is in E commerce supply chains before being at Corso was at a brand called nomadic based out of Utah. Bags luggage travel gear. I was the first employee there. And it was a blast. It was a fun fun ride. We start off by making wallets so there's little tiny like three ounce wallets. And then we got into into the luggage which is like a 35 pound like shipping ship. We'll wait product that we will ship out. And so let's just log in Once is changing from production from such a small item to such a large item and then going from domestic to international shipping setup. I was in charge of overseeing manufacturing, overseeing warehousing, shipping negotiations, shipping rates, all that fun stuff. So we had warehouses in like three or four continents. And so I had a blast doing that. But when I was there that nomadic saw some issues with a reverse logistics returns exchanges. We had some unfortunate issues with like our product, having some defects on its we had some warranty claim issues coming up. So long story short, built a software that got acquired by Corso about a year and a half ago. And then, part of the acquisition we've integrated, what course was made prior to offering a shipping protection, we protect package out of lost, damaged or stolen in transit. And so over the past year and a half been integrating those tech platforms to work together more seamlessly and rebuilding some of the infrastructures to offer a complete post purchase experience for brands. So that's my my high level Reader's Digest version a summary of what I'm up to what I've been doing. But yeah, I love geeking out in the non sexy aspect of business is like a passion of mine. Like I read the USPS like delivery for America booklet which is like a 30 page like booklet of USPS. And it's the funniest thing I've ever read. Like, that's what I get kicks and giggles out of. So I love supply chain. I love understanding carriers and shipping. But some things I'm up to is my family. We just moved back to California from Utah a little bit ago, but two and a half acres. And we're all gonna want to be farmer, okay. It's like a dream of mine. So right now we I'm this weekend, I'm going and cutting little graphemes off of trees from some friends at farms. And I'm starting my own little like, 150 tree farm of different oranges, lemons, cherries, berries, stuff like that. So I'm my want to be farmer phages finally starting in my life, and I'm stoked for that.

Noah Rahimzadeh 06:55

That's exciting. That might be one of the more unique ones that you've heard. Yeah,

Emerson Hammer 06:59

for sure. Yeah. I'm one of those guys who just like I'm not afraid to fail. I feel like so like, I was like, let's just try it. And if I kill all these plants, sorry, plants did my best, but

Noah Rahimzadeh 07:09

gave them life. You can take it. Yeah, exactly. Right. That's awesome. Yeah, well, our CEO, I don't know if he's told you anything about this, but he's kind of a wannabe farmer too. Alright. I don't know that he really has the land for it. Like he's got a good amount of land for especially for like, a pretty metropolitan area. But I seriously doubt any of his other neighbors have chickens in their backyard?

Emerson Hammer 07:40

Oh, I got it doesn't matter. I

Noah Rahimzadeh 07:41

love them. Yeah, he's, he's trying that. I haven't checked in with him on that.

Mariah Parsons 07:45

I haven't either, since he sent it in Slack. Yeah, you know, we should check in with him on how the chickens are doing. I kind of forgot about that.

Noah Rahimzadeh 07:54

Great reminder and great thing to be excited about. That's cool, man. Okay, let's let's get right into it. So on this on this season, we're mixing it up a little bit, we want to get sort of more tactical more in the weeds about something that you've seen ecommerce merchants either implement it with a lot of success, or you think that more ecommerce merchants should be thinking about and implementing. So I'd love to just turn it over to you Emerson and let you walk through something that you're seeing as a big opportunity for the E commerce ecosystem today. Yeah,

Emerson Hammer 08:32

for sure why thinks that's happening a lot in the space is consolidation brands are looking to be more profitable, and doing more with less. So I think as that kind of comes out into tech integrations is a huge, huge aspect of that. The main kinds I highlighted before I love the non sexy part of business. So if I'm getting too boring, like let me know, but I find this area business super sexy, super fun. And a lot of brands are focused on growth, which is great in the sense of acquiring new customers. But as you're focused on wellness, retention, that's a huge play. That gets missed, and especially with reverse logistics is what will kind of highlight today is what happens after a customer purchases. What kind of interaction are you providing with a customer, I'm not talking just like transactional emails, or upsell, emails, post-purchase emails, but making sure that flow of when a customer does have some type of hiccup in their process, make sure you're able to resolve that issue or concern quickly and effectively. And make it like an amazing experience for that customer. So that's what I kind of want to highlight today. You can I share my screen to kind of go over stuff like that. So you have one,

Noah Rahimzadeh 09:37

right? Yeah, we're gonna we're posting all of these episodes to YouTube and Spotify. We encourage the screenshare This is great.

Emerson Hammer 09:46

All right, perfect. So what I'll highlight again, just kind of recap what Corso does and how we help brands as a whole where I think there's a huge misalignment in the industry of seeing the post purchase operational expenses operations as always like grudging aspect I feel when it comes to the p&l is such a cost center that brands see it when they're not seeing the revenue generation that you can create from it. And also just the retention plan the customer satisfaction that comes from a good operation. And so first off highlighting like the whole journey where of course, so can begin and really facilitating that is where Malomo comes into play. Obviously Malomo highlights some very key points of right once a customer purchases that order, you guys are providing great insights, updates, shipping notifications, and things like that to make sure expectations are aligned with the customer is is key and creating a great customer experience. Well, of course Oh highlights is what happens in those instances where a shipment is lost, damaged or stolen. Now most brands may not recognize how big of an issue it is, or they're not like quite finding a good way to classify or calculate how big of an issue this has actually caused them and how it affects their bottom line. I'm sure you guys mumbles see that all the time of this, like, Hey, this is an issue and highlighting that probably for brands. So what we've done is we've created this integration with with Malomo, where when a customer is tracking their order, and something wrong happens to their shipment against lost, damaged or stolen, they can, from their branded tracking page report a product with an issue and shipping with an issue. Now, well, of course it does. Again, we are a shipping Protection Agency, we want to protect those shipments, if somebody gets lost in transit or whatever. And that customer has shipped protection on their order, we're going to repurchase that item at full retail value from the merchant. So the merchants are out of money and the customer has a quick solution to their problem. We recover things from loss, damage, and transit and also porch piracy, which is a huge one. And we use it a lot in the metropolitan areas. Most brands as a whole will see anything between a half a percent up to two to 3% of orders will have some type of shipping issue correlated to it. And so if you're looking at that your bottom line anywhere between a half a percent up to 3%. On average, you're gonna vary by product and industry by just kind of a standard industry average, you'll see that's affecting your bottom line that says revenue lost for whatever reason, and most of the time the brand is eating that cost. And of course, we were like, Hey, let's help you protect that revenue by offering ship protection at checkout with your with your customers. So this simple widget is going to help.

Noah Rahimzadeh 12:16

Emerson couple questions there that I'm curious about. One is like you said that most most brands don't really have a good grasp on, you know, how big of an issue this is for them? How would like, if, if a brand hasn't ever thought about this before, like what would be a good baseline to try to figure that out? Like how much this is really?

Emerson Hammer 12:39

Yeah, yeah, so simple. A couple ways to do it is if you're leveraging a helpdesk like Zendesk gorgeous remade anything like that customer, just by doing it using order tags, when someone's emailing into your help desk tag, that order of sent like, hey, this was a problematic shipment issue is one way. Also within their Malomo dashboard, you guys provide awesome tracking and insights into that you can pull reports from that to highlight, Hey, these are problematic issues I'm having from those Malomo reports as well. And then depending on how integrated you are with your shipping carrier and how good of a data you have, you can pull those Shopify reports to see repeat customers or repeat purchases that your either your team has either manually recreating on them to see if you have a certain CX person that's like entering that shipment and again, to be shipped out pulled up from Shopify or for your from your WMS or your warehouse provider. And just kind of look at that data to say, Hey, who is this person that keeps reordering the same product is most likely a miss shipped or shipping issue problem to gather some data there. Got

Noah Rahimzadeh 13:35

it? Okay, that's great. Yeah, great, great way to get a baseline. And then if you don't have a tool like Corso, what you're describing is like most brands are just getting a you know, getting a support ticket created seeing that come through that says, hey, I never got my package, even though it was delivered. So in that case, likely stolen. And the brands are typically just sending them a new package, just sort of like buying us here we go. It's blind

Emerson Hammer 14:02

trust. Some brands just say, hey, it's marked as delivered, sorry, and then wipe their hands clean of it, kind of thing. So depends on how the brand is, is operating. But again, we want to create a great experience for the customer. But we also want your business to operate profitably. And so of course it does it allows brands to offer this service at checkout to first off protect your package we also combine it was called Green shipping protection is actual product name. And where we also offset the carbon emissions of that package were calculated as shipping from LA go to New York, it's a five pound package. There are our certified carbon offset calculator that say, Hey, that emitted five grams of carbon or whatever it was, and we have our offset program to do that as well. So you get like we combined the kind of Corso mythology is combining these services to really complete the whole entire post purchase experience to kind of think of all those things all in one and reduce your tech stack needs on that. And when of course it doesn't have the tech to support or There's affiliate or partners to play with that help facilitate that. Let's integrate and make it a seamless integration. So what we done with with Malomo, is Malomo provides great tracking great customer insights and visibility into the actual shipment, process and transit. And so we integrated there to make it super easy for customers to file those claims were not like a typical Protection Insurance Agency, where the like Oakley brothers protection house make it super hard and these hoops to jump through to file a claim, like, see were the best worst business people out there. Because we're getting we make it too easy to file a claim. Again, we integrate with, with, with Malomo on this aspect of finally playing within the tracking page. We integrate with Zendesk and gorgeous and things like that. So if your customer support teams like oh, that customer has shipping protection on it, let's file a claim for the behalf of that customer. It makes it super easy. We want to be as transparent as possible, with our merchants and with our customers buying shipping protection.

Noah Rahimzadeh 15:53

Yeah, yeah, it's one of the most amazing business models, I think of any of the partners that I've worked with in the E commerce space, because it really is like win win win win for Corso, as it you know, as a business yourselves win for the merchant and win for the customer, which is the ultimate goal, right? Yeah,

Emerson Hammer 16:12

it makes it makes it fun. And with our process of combining it all together. When a customer can do is if they have any issue post purchase, again, we're talking about lost damaged stolen packages. If they want to return an item, they want to exchange an item, or they have a product warranty claim something breaks, you have a widget, I don't know you have like an iPhone case, and they have like a one year warranty on it six months later, it breaks that's different than a return, you want to facilitate that a lot easier. And so what we've been able to do is combine all those different fragmented industries into one core concept of a platform to make it easy for customers to file those claims on. So essentially, what's happening here is a customer can come into their their portal, insert, order number, email address, and pull up their order information. And either hey, if I need to report a shipping issue, they can easily do that. Or if they want to need to make a return or an exchange, they can do that easily as well. And so for us, again, is making sure that is a seamless experience. Now we're talking about this or the retention play comes in, where they've ordered an item for whatever reason that item did not meet their expectations. You don't want to make it like super. So you want to make it an easy, great experience for the customer. But you also want to continue selling your your your product and your brand the whole entire time. This customer is on your site, they're looking at your products, they're looking at returning an item, keep educating them on that product on your brand and see what you can do to upsell or keep that money with us. You want to retain that money, you spend all that harder and harder earned money on marketing, getting that customer to your site you have on your site, right now. Let's let's leverage it same same exact mentality of Malomo. And they're tracking their order. They're on your site, they're looking at your brand, they want to know their packages, but you know, goes get some more messages to them of saying hey, this is what our product offers. This is how we can help you etc. So you want that messaging to be seamless and incoherent before, consistent across the whole post purchase. Experience is what we're trying to do here.

Noah Rahimzadeh 18:10

Right. Yeah, I think that that last point is super important. Like we You said this earlier, Emerson but kind of turning these things that have traditionally been thought of as cost centers into revenue driving channels, right. And I think for both of us, we talk and we think a lot about the fact that order tracking or shipping protection have traditionally just been thought of as you know, dumpster fires of money and reality they can be turned into dumpster dumpsters of cash for a brand service, like newfound revenue that just by taking back control of these antiquated experiences. Not only provides a more orchestrated and cohesive experience across the entire customer lifecycle, which is super important just for brand consistency, but also is a massive opportunity to capture additional lifetime value in a time and place where customers are most excited or most anxious or most engaged with a brand. Exactly.

Emerson Hammer 19:16

And that's what we're trying to do here through this like return. I'll go real quick through this when a customer is coming to return an item, you understand why they're returning it to first off, not repeat that issue in the future of saying like in this example, my kid is these are my item orders. These are items that are marked as final sale in our platform and won't allow them to return those items. So you have your own policy that you want to set up and make it super seamless for the customer. You also want to make some I get this all the time as when someone a brand is doing like email returns the email like the brand and they say okay, email us to get a shipping label and then we'll email you the shipping label back. There's a lot of customer friction going back and forth between that process where they're like okay, like they know that most brands do that because they want to create some type of barrier which not super easy to make a return. And that's probably damaging your brand more than it's helping it is because you're causing that customer friction. But you're also making it very hard for customers saying, hey, and this example I bought these, these tan shoes or whatever, I just ordered the wrong size. And so come in, you can get the information and I can order the wrong size. And then you can identify, we'd like parent and child reasonings to get more granular into why, like, okay, they were too small, or whatever it was, and they say, I'm a size 13. Or whatever it is, you're now gathering that data a lot easier than your are through email back and forth. And then you can go in and I say, hey, are our shoe sizing charts off on our site, we need to do that. Or maybe like, Hey, this is tan, you said, it's actually more of like a brown or whatever. And so you can be more like specific on that to reduce the amount of returns you're getting. And then from there as well, you're like, Oh, you just want a size 13. Okay, let's just let you exchange that right then in there. And this is reducing like three, four or five emails back and forth between the customer and your CX team, that you've just streamlined and a customer can do it just like that. So again, you're creating now that upsell opportunity, you're able to incentivize the customer to do that. And it makes it super easy and seamless. Another process that we've included into it is, say on this product, what's really unique about our software is you can have multiple return reasons within our dashboard, and have one customer that wants to do one product they want to exchange for and one, they want to just return for whatever reason, like hey, I want to return it, I didn't like it, Adam took too long to ship or whatever the reason is, is too long to ship or whatever their reasoning is, they can either again, change, if they want to exchange it, we're incentivizing that. If not, I'm like I just want to return it back for my money back. And you can do two different things in that platform, what's going to be interesting for us is we allow you to then incentivize the customer like, Hey, I'm going to return this item, like, Hey, before you return it, if you return it, you might have to pay some return shipping fees, whatever you're gonna process for your customer, you include that or not, or you're gonna incentivize them, it's like, Hey, don't return that item, we'll give you an extra $3 or whatever it is to incentivize that customer to take a gift card instead. And that's really the tension play comes in, and it becomes an upsell. So this customer now is like, Hey, I don't want to just return it and just send money back to my original payment method. Let's keep that money with that store and create some type of incentive either it's a percentage of the sale of fixed dollar amount, whatever that wants, the brand wants to do. It helps retain that, that that money with the brand, and keeps them engaged longer, instead of just saying, hey, I want to return it. Maybe I'll buy something in the future, whatever it is. That's great. A lot of barriers to repurchasing. When you do it through email like that, for us, we did that just like that in a heartbeat. This takes a customer 2030 seconds to go through this whole process in general. And so super seamless, super easy. And you're creating a great post purchase experience for the for the customer. Yeah,

Noah Rahimzadeh 22:43

this is actually my first time seeing the protection plus returns. Combined solution. And that is that is cool. Yeah, yes.

Mariah Parsons 22:55

Emerson to your point as well, with like, brands wanting to maybe add some increased friction for their customers to have a harder time to return something, I think it's also important to call out that that does cause more friction for the brand as well, like their CX team now has to waste time. In those like five in your example, the five emails that, you know, you all are saving someone of having to get those details because I think it's very easy to look and see like, okay, customers, how do we want to Navy? Like, why would you want to put a barrier up. And it's so that you hold on to the revenue that someone is giving you. But I think sometimes brands who are looking at it that way aren't seeing the impact that it's having for their CX team, that they also now have to go figure out the details of time and how they're all going to how they're going to mediate to try and hold on to that good customer experience that they might have just gotten through in implementing something like core. So to then save the time and efficiency. Exactly.

Emerson Hammer 23:59

I think a lot of the the is honestly a scarcity mindset. But it's more like trust your brand. If you have a great brand, let the brand speak it's like speak about sell, buy, let your product speak for itself, and then have the types of support and a lot of because everyone in EECOM, I think has the fear of being burned. We've all been burned before there's abusers of the system for sure. So you're gonna have those serial returners, that is buy 30 products returned 29 of them for whatever reason, like that's going to be a thing. All we do is we allow the brightness of certain policies in it. So you can say like, okay, these items are marked as final sale, make sure that's transparent First off, and in front, like when they're buying the item. So again, you want to make sure you have we're going through collecting that information of why customers are returning. Make sure you have great data on what customers are doing first off, to prevent issues in the future. And then also on that, make sure we will identify some those bad players. A lot of people were shipping protection they're afraid of a customer always file a claim like did they actually say it was delivered? They said it wasn't delivered. Is that true? Are they like making this up? Okay, they've done that three or four or five times like, Hey, this is something sketchy going on, it's like, is that a shipping carrier issue? Or is that the customer issue like what's going on here. So we do have checks and balances to look into that thing, those things and either block those those users or create better processes for those circumstances, but leverage the tech to give you that insight. Because a lot of these scare tactics are things that people are fearful of, it's a small amount of the players that are actually doing that. So let's make sure we have processes in place for that, let's not be naive, and like, say, it's not happening, it does happen. But make sure you have tech to support that instead of gonna have a hunch of like, someone might be able to take advantage of us in this situation, let's make sure we have like processes procedures in place. But don't let that one or two, like bad players affect the customer journey for the rest of your profile your your customers, right. And that's why we try to put in place in really those stresses and concerns for, for merchants to really help those customers that actually are acting in good faith and are actually great customers that you're having.

Noah Rahimzadeh 26:02

Yeah, I think it's, it's awesome that you showed this suit shop example, because especially along the lines of what you just said, encouraging merchants to sort of leverage the tech trust attack, it's a lot better than just trying to, like, glean these insights from you know, cobbled together datasets. Suit shop is like what I would consider, you know, on the forefront of innovation, when it comes to you know, they're an early adopter of tech, we would say, they were one of the first to try our loop integration, they were the first to try the Corso integration, and they saw great results as a, as a result of that, I think, you know, a little bit of a lesson there, that is probably a tangent, but it, you know, early adopters typically are gonna get integrations or new, you know, new features at a discounted price or for free, and they're gonna get tremendous support, right? Because we want to know, what your experience is, like, we want to troubleshoot any sort of issues you run against. And we're building the integration with you in mind as the merchant. So I think suit shop is a good example of a of a merchant who has leveraged early adoption to their benefit and seeing great results,

Emerson Hammer 27:16

for sure. And what I'm gonna highlight on that, I mean, early adopters, it's a Yeah, I mean, bless their souls. I mean, that is the funnel realm to play in for sure. But what's great about we're, of course, we're kind of like breaking barriers. And how the industry as a whole operates is what we just went through like our returns exchange module, I haven't gone into like our product warranty module and things like that, when a brand uses shipping protection, what it is, is, it's a widget at checkout, that a customer can purchase shipping protection for their order. And when a brand opts into having that service, or returns, exchanges warranty module, come included with that. So the brand can place $0 out of pocket for shipping protection, and returns exchange and warranty platform for $0. And so it's an amazing offering, where they're consolidating their tech, and they're reducing drastically, their bills and other aspects. So you're now not paying that two to 3%, or whatever it is your bottom line for re shipments going out to your customers. You're not paying for another returns platform bill, whatever that might be. You're able to streamline your warranty request items a lot easier and get better data to be like, hey, these widgets keep breaking six months after people aren't getting it, we need to work with our manufacturers or designers to enhance or improve the product, and whatnot, you're getting all that valuable data. And of course was able to do is we're able to offer that to our merchants for no cost out of pocket like it's an amazing model forum. So consolidate your tech enhance your p&l. Give your customers a better customer journey. These aren't janky little solutions like these are full out built integrated solutions. And we're Corso does well as we love the ecos to the Shopify ecosystem, would we play nicely in the sandbox? I guess you could say with other integrations and partners, leveraging the Malomo tech stack, it's a no brainer to make it super easy for customers bill to file a claim for a shipping free shipping issue within the Malomo dashboard. Again, we integrate with like gorgeous and Zendesk, we integrate with all the major players in the Shopify ecosystem to unite it like there's areas like of course, oh, focus on the customer post purchase experience when something goes wrong. That's where our niches that's where you play really well. Let's use the other partners integration. So those tech stacks work well together. And it's not just like bolt on janky integration. They're working really together seamlessly to create a great post purchase experience for the customer, which again, is going to create a happier customer, give you better retention plays upsell opportunities, and keep goodwill and good faith with that customer throughout the whole process. So it's it's a fun area to play in for sure. Yeah,

Noah Rahimzadeh 29:44

super, super powerful. And I know for Malomo and Corso, you know, suit shoppers, I think the first first to give it a try. We kind of built an ad hoc integration for them. We've done that a couple more times and Now, these merchants have seen such great results is as a result of combining our solution that we're building a productized integration. So very soon, hopefully by the time this episode airs actually, virtually it'll be a one click addition to add, or maybe not even a click, I think the idea is that if you have course out package protection for an order, it's automatically going to show you know, file a claim on the tracking block on the Malomo tracking block powered by corcept. So really, really awesome, seamless integration that provides that cohesive customer experience that you talked through Emerson, which is super powerful.

Emerson Hammer 30:42

Yeah, it's definitely fun. I love the space and sponge. Again, these are areas that brands don't focus on too much. It's not a sexy aspect, no one, everyone goes around saying, Hey, we got a row as to X amount, like we're hitting X for extra hours. This is a great, no one's going around saying like, we went from a 10% return to a 9% return ratio, like no one's posting on LinkedIn, like no one's saying that no one's like, Oh, do we went from like, a 1% claim right down to a point 9%? Like, what what no one's saying that I love looking at that, though. And it's something that brands it's they're a bit more timid, because it's not a sexy aspect. It's not like, they don't see it as a revenue growth opportunity. But it definitely is a revenue growth when you can upsell on it, and you can affect your p&l significantly. By just shaving off like a percentage to half percent makes a huge difference on something different on some of these brands.

Noah Rahimzadeh 31:28

Absolutely, absolutely. Round us out by letting us know what types of customers Costco is a great fit for. And then where they can find you if they want to, if they want to connect. Yeah,

Emerson Hammer 31:42

for sure. Shopify brands we do really well with brands are doing at least around 500 minimum at least 1000 Plus orders a month. It makes a lot of sense. Due to the volume, you guys are shipping. We do really well in apparel we do really well. In cosmetics, we do really well. In food and Bev for shipping protection product we do really well with like apparel, hard goods, electronics, things like that for our returns exchange platform and warranties. So he's kind of sounds like hey, we we can fit every type of product profile, we have a solution almost for every type of product profile might be selling on Shopify, but really for brands that are really trying to provide a great customer experience. If you're kind of like a one and done knock off type of brand and may not be a great fit is for brands to look for great brand reputation creating great, great experience is a replay prayer played really well with so I know it's kind of generic, kind of like we play with everyone. But we really can we have solutions that help the Shopify ecosystem significantly. And to learn more just going to costco.com. We have great information there. But I love to connect personally with anyone who has questions or concerns. You can follow me on LinkedIn at Emerson hammer on LinkedIn. And I love to see what I can do to help you guys out.

Noah Rahimzadeh 32:53

Amazing. This was great, man. Thank you so much for the time. Excited to get this out. Mariah will let us know if we need anything from you to do that, but I think we're in great shape here. This was fantastic.

Emerson Hammer 33:05

Sweet sounds good, guys. That's fun.