Ed Hardy

Born from the tattoo master Don Ed Hardy, “The Godfather of Modern Tattoos” is the eponymous clothing brand that has spanned decades and has been worn by A-list celebrities worldwide over the past two decades.

Today, we had the pleasure of speaking with Chantelle Moss, Head of Customer Care at Ed Hardy, who has mastered the art of increasing CLV.

With a household name brand like Ed Hardy, Chanetelle knew she needed a premium software solution.

Now, just under a year at Ed Hardy, one of the first things I did was change our returns solution from another provider to Swap. They couldn’t meet our demands anymore because of the speed at which we were growing. With the change, everything has been going really well with Swap—I’m super happy with it.

Overnight, retained revenue increased with the introduction of Swap.

We’ve retained a lot of revenue because we couldn't offer exchanges before. The gift card option has been incredible, too, as many customers select that in place of a refund.

Before, I also had to do everything manually, but now Swap can process it all automatically, saving me a ton of time.

Beyond the platform itself, Swap’s dedicated team is on call for every need.

They are very efficient. It's been very nice. I can go into panic stations really quick, but Jack is always full of answers and solutions.

Your leadership and product teams will love all the return reason analytics.

I've done in-depth reports, and everyone on the management team is really happy with that because they can see what products caused a problem and what we need to look at sizing-wise. It's really been good for that.