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So Suzy Stamps Grows 374% in 2 Years

How one niche retailer leverages BigCommerce customer support to significantly raise conversion rates


374% 80% 4.2%
revenue growth in 2 years conversion rate from In Stock Notifyoverall conversion rate
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The So Suzy Stamps Success Story

In 2014, Suzanne Moore, a seasoned ecommerce entrepreneur, set out on a new business venture: selling stamps to the crafting community she had built on Facebook.

But with years of poor service on custom built ecommerce platforms as well as Volusion, Suzy knew she needed to find an ecommerce platform that could meet all of her needs.

Her biggest need? Education –– and technical help at all hours of the day.

So, Suzy called around and found an ecommerce platform that treated her as well as she treated her own customers. BigCommerce won her heart, and soon, it would help launch her to 3x profitability in 2 years –– enough to sell her store and start a new venture in educating others on how to find success online.


What I really love about BigCommerce is that you guys are always solving problems before I even realize I have them. Suzanne Moore, Founder of So Suzy Stamps

The search for a modern ecommerce solution

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

I had an ecommerce site years ago, in 2004 and 2005. Compared to now, it was definitely more difficult back then. I had to hire a web designer to build the site and make it look nice –– and it still wasn’t all that great. Then, my designer stopped designing and became a real estate agent.

I was suddenly all on my own. So, I went looking for a platform that would make it easier.

In 2008, I called Volusion and they were very nice on the phone at first –– but once I signed on to their platform and needed answers, everything changed.

I couldn't get a hold of anyone because my 30 day period was up. I was so confused. I had questions. I needed help –– and it wasn’t available.

Then, the subscription pricing hit and it was astronomical. I realized I was paying all this money without the benefit of customer support.

When I started my stamp company in 2014, I knew one thing for sure: I was never going back to Volusion.


Shopify and WooCommerce came across as bland

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

I also knew that a platform’s support capabilities were incredibly important to me. I wanted to make sure that I could call and talk to someone at any given time because I don't know what I'm doing. I called Shopify. I called BigCommerce. I called WooCommerce.

I called all three of those on the phone once –– and with Shopify and WooCommerce, I was put on hold and when I finally got to talk to someone they were extremely nice. There was nothing bad about the call. It was just very … bland.

I’d ask my questions, get some very basic answers and then I would ask if there was anything else I should know about or ask.

“Nope, you’re good,” both companies said.

I decided to call back again –– thinking maybe I just got a dud. It was the exact same. They were helpful, but they were dry. You could tell they weren’t interested in my business or my needs. They just wanted to answer my questions, get me off the phone and take another call.


Engaging customer service 10x beyond the norm

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

Then I called BigCommerce. Now, the first time I called BigCommerce I got a message saying the team was at a company meeting and to call back in an hour. Which I did, and this guy answered the phone and he was just so perky!

I asked my questions, and the first thing he said was: "Wow, that sounds like a great idea! Are you thinking of doing postage stamps, or how will that work?”

He said that, and I thought: "Wow, he's even asking me a question about my business!" It wasn’t just me asking the questions. He was engaging with me.

Finally, I got to my last question –– the one I had asked everyone: “Is there anything I should know or I should be asking about?”

He didn’t say no.

Instead, he told me about all the things to consider when choosing a platform –– and it wasn’t just about BigCommerce, either. He talked about various features, told me what they offered and what they didn’t, where I could find resources and how I could make a decision that was best for my business.

I was floored.

From there, I thought, “OK, maybe that guy just had a whole bunch of Mountain Dew at the meeting which is why he is so peppy and helpful.” So I called back again, and I got someone else.

She was just as nice, just as polite, just as interactive, and she took me through the website backend, too!


Support that provides comfort and business confidence

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

That’s why I chose BigCommerce. Those two ninjas (what BigCommerce calls their support members) made me feel comfortable and confident that even if I had no clue what I was doing, I’d be able to hop on a call with them and get someone who was excited to help out and just as happy about my business as I was.

That was it. That was the day I signed on not just for the most basic BigCommerce plan, but for the Pro Plan.

My husband asked if I was sure. And I said, “Oh absolutely. They have great customer service. That’s all I care about!”


Personalized technical help for non-technical customers

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

When I first launched my BigCommerce site, I’d go to the support articles to help me learn how to use it. There are so many great articles and tons of helpful videos.

Where I ran into problems was not understanding some of the technical jargon. I’d call in to support and say, "I'm so sorry, I touched it. I apologize. I thought I was putting it right where I was supposed to!" The support team would say, “No problem,” hop right on in and say, “You know what, Suzy, you did everything right. You just forgot to hit this one button!”

Never once did they make me feel like I was a complete idiot. They never patronized me.

Plus, every single time someone would answer, they’d say: "Oh, thank you so much for calling, Suzy!" Then, after only a couple years on the platform, they’d start saying: "Thank you so much for being a loyal BigCommerce customer!"

I thought, “Wow, you know how in love I am with you? And you keep saying thank you to me?!” Keep in mind, most of these calls were happening at 2 a.m. or 5 a.m.

It never mattered how frustrated I was, either. The ninjas were always very, very positive.

That, to me, was more important than anything else because when I was frustrated, they weren't and then I wasn't stressed anymore, either. They took me from being a raging lunatic to “OK, I get it. I know what I’m doing now.”



When I first launched my BigCommerce site, I’d go to the support articles to help me learn how to use it. There are so many great articles and tons of helpful videos. Suzanne Moore, Founder of So Suzy Stamps
Being able to seamlessly transition that inventory to “Sold” or “Not in Stock” if it was already purchased was a lifesaver. It's the only way I could have run my brick-and-mortar business. Suzanne Moore, Founder of So Suzy Stamps.
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Customization and powerful apps lead to massive scaling

374% 80% 4.2%
revenue growth in 2 years conversion rate from In Stock Notifyoverall conversion rate


A crafter’s touch through automation

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

I am very, very active with my customers. It’s how I garner so much loyalty. I write a handwritten note on every single order, and it's not just, "Hey thanks for your order." If I know their name from the Facebook group or I look back at their orders, then I play on that and add in additional info to build our relationship.

Being able to add that personal touch into my website was extremely important, as well. The apps that did that the most for me, and which I just love, are InStockAlerts and Happy Email.

Happy Email sends automated emails that don’t seem like they are computer generated, even though it is. Any time someone placed an order, I had an automated email setup to send a friendly little message saying, “Hey, thanks so much for shopping with us today. While you wait for your goodies, check out this video.”

I received so many emails back from customers from that email saying they loved the shop, they were so happy to buy from me and wanting to know if they could add the item from that video to their cart.

And adding an item was never a problem. I’d go into the BigCommerce backend when they ordered the product from the video and refund their shipping. Then, we’d send both orders out at the same time. It was all just so easy. Everything was right there in their orginal order to make that additional sale seamlessly.

With InStockAlerts, I was able to send a customized email to people who wanted alerts when a product was back in stock. It’d say: "Hey, hurry up, it's back in stock! You need to order it before the other lady does."

I was able to add my personality into those automated message and it’s that personality that really attracts and retains my customers.


InStockAlerts emails see 80% conversion rate

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

Honestly, InStockAlerts is worth its weight in gold. When I was starting out, I didn’t have a lot of inventory. I didn’t understand how fast I was going to grow. So, I’d do a new product release and within an hour, I’d be out of stamps.

Suddenly, all my customers wanted to know when a product would be back in stock. They wanted an email to let them know so they didn’t miss out on it a second time.

I knew I didn’t have time to send everyone an email! Then,

I have more sales with no additional time spent. It’s magic.


BigCommerce + Square serve as inventory hub for online and offline sellers

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

What I really love about BigCommerce is that you guys are always solving problems before I even realize I have them.

For instance, in 2015, I opened my own physical location. I was using PayPal on my online store –– and started using Square to sell in shop. But doing that quickly became an inventory nightmare. I would be selling stamps online and I'd have people in the shop and they'd buy the stamp, but it had already sold online.

That was the exact time that BigCommerce came out with the Square inventory sync integration, where if you have the Square Register, your online and in-the-shop inventory just sync automatically. No more overselling!

I remember sending an email to both BigCommerce and Square, saying: "Oh my gosh, hallelujah! This is the best thing on the face of the planet!"

Being able to seamlessly transition that inventory to “Sold” or “Not in Stock” if it was already purchased was a lifesaver. It's the only way I could have run my brick-and-mortar business.

Truly, seeing it all work so well was beautiful. I cried I was so happy!

Learn more about syncing your store with Square.

Final word

As told to BigCommerce by Suzanne Moore, Founder of So Suzy Stamps

Don't be afraid to start out small. When I first started my BigCommerce site, I had 30 stamps. That really isn't a lot, especially considering we now have over 800.

Starting out small can be a blessing because you can manage your marketing, you can manage your inventory and you can get the flow of what you need to have on the product page. Starting small means you aren’t overwhelmed.

You can start off with as few as 5 products so you can hone in on your business and on your customers. That’s how I did it –– and grew big enough to sell in less than 3 years!


I found In Stock Alert for $15 in the BigCommerce App Marketplace. I put it on there and BOOM –– my conversion rate from those automated emails is 80%. Suzanne Moore, Founder of So Suzy Stamps

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