How EVRY Jewels Boosted Customer Satisfaction from 70% to 95% with Self-Service Order Management
When a rapidly growing jewelry brand sees their customer satisfaction scores jump from the low 70s to 95%, it's worth understanding how they achieved such dramatic improvement. For EVRY Jewels, a Montreal-based jewelry company that's been on a meteoric rise since 2019, the secret lies in their strategic approach to customer service—combining self-service tools with AI automation to deliver an exceptional customer experience.
A brand built for the digital generation
Founded in late 2019, EVRY Jewels quickly captured the attention of young consumers with their trendy, accessible jewelry designs. The company experienced rapid expansion, particularly over the past year as they began partnering with influencers and expanding their retail presence. Today, they operate seven stores across Quebec, Ontario, and Florida, with ambitious plans for further expansion.
"Our target demographic is primarily 13 to 25-year-olds," explains Alejandro Reyes, Director of Client Experience at EVRY Jewels. "These customers expect digital-first solutions and immediate service. Our goal is to meet them where they are and make their experience as seamless as possible."
“It’s always 100% easier for customers when they can manage their orders directly through self-service options. Even though these changes represent a small percentage of our volume, they would otherwise result in support tickets that take time away from more complex customer needs.”
Finding the right self-service solution
As EVRY Jewels experienced rapid growth, they recognized the need for a self-service order management solution that could scale with their business and provide consistent service to their customers.
"We wanted to ensure our customers had easy access to make simple changes to their orders," Reyes explains. "For a fast-moving business like ours, having a reliable, flexible platform was essential."
After researching several options and trying another solution, the EVRY Jewels team selected Cleverific's Customer Portal, impressed by its responsive service and reliable performance. The Cleverific offered the perfect combination of reliability and customization options they needed to enhance their customer experience.
Building a multi-channel support strategy
With their young target market in mind, EVRY Jewels designed their support system around modern customer preferences. The company implemented a comprehensive strategy that includes:
Self-service order management through Cleverific's Customer Portal for handling shipping address changes, order cancellations, and other common modifications
AI-powered automation handling 50% of routine customer inquiries like order status, return policies, and product questions
Asynchronous support via chat and email for more complex issues, with no traditional phone support
This layered approach creates an efficient ecosystem where customers can choose their preferred method of interaction. When customers need to make simple order changes, they can do so directly through Cleverific's Customer Portal without waiting for support. For common questions, the AI system provides immediate answers. For more nuanced situations, the human support team steps in to provide personalized assistance.
“What we love about Cleverific is really how easy it is to set up and how straightforward the process is. The flexibility of Customer Portal allows us to customize what customers see and the options available. Being able to make these changes ourselves instead of relying on external teams is a huge win for us.”
The power of self-service order management
The transition to Cleverific brought immediate improvements. Having order changes handled through self-service has become an integral part of EVRY Jewels' customer experience strategy.
Common modifications handled through Cleverific's self-serve Customer Portal include shipping address changes and order cancellations. While these modifications represent a small percentage of their overall order volume—less than 1% currently—they previously constituted around 10% of customer service inquiries, creating a significant resource drain on their support team.
Beyond maintaining their self-service capabilities, they gained several advantages:
Simple, straightforward setup process requiring minimal technical expertise
Flexible customization options for customer-facing features
Ability to make immediate adjustments to meet changing customer needs
Responsive technical support when needed
"I think I only had to contact Cleverific's support team once," notes Reyes. "Knowing that Cleverific is there to support us whenever we need them is a huge win for our operations."
The implementation process was remarkably smooth, allowing EVRY Jewels to maintain service continuity while improving their backend operations. Looking ahead, they plan to expand their use of Cleverific's features beyond address changes and cancellations, exploring additional self-service options as they continue to grow.
Empowering support teams for higher-value interactions
With routine order modifications handled through self-service, EVRY Jewels' rapidly growing support team can focus on providing more personalized customer care across their digital channels.
"Our team can now dedicate more time to complex customer needs and creating meaningful interactions," Reyes explains. "They can invest more time with each customer, ensuring we're delivering an exceptional experience."
This shift in focus has yielded impressive results for customer satisfaction metrics:
“Our CSAT scores have improved dramatically from the low 70s to consistently reaching 95%. This improvement clearly demonstrates how effectively we’re meeting our customers’ expectations and needs.”
Financial impact and business growth
The implementation of self-service options through Cleverific's Customer Portal has delivered significant operational benefits beyond customer satisfaction. By reducing the workload on their customer service team, EVRY Jewels has been able to scale more efficiently while controlling costs.
Additionally, the reduction in returns processing—a particular pain point for jewelry retailers—has created meaningful cost savings. Giving customers the ability to make changes before orders ship means fewer returns, less shipping expense, and reduced handling time for processing returned items.
Looking ahead
As EVRY Jewels continues its expansion beyond their current seven retail locations, the scalable foundation they've built for customer service will be crucial. With their customer service team expanding from 20 to 70 members in just six months, their combination of self-service options, AI automation, and strategic digital support channels positions them well for continued growth.
"We're growing really fast," says Reyes. "The team at EVRY Jewels is very diverse, with many departments all expanding. We still have that startup mentality where things change almost every day. I'm confident this partnership with Cleverific will continue to support our growth trajectory."
For growing e-commerce brands looking to scale their customer service operations while improving satisfaction scores, EVRY Jewels' approach demonstrates the power of combining self-service tools with strategic automation—proving that the right technology partnership can help deliver both efficiency and excellence in customer experience.
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