Dropcommerce connects e-commerce stores with thousands of products available to dropship from strictly North American Suppliers. DropCommerce stands out from other dropshipping services with its focus on sustainability, guaranteed quality, and supporting North American Businesses. DropCommerce brings peace of mind back to dropshipping.

My Role:

  1. Project Manager - cross-collaborated with all departments on goal-based projects and daily stand-ups

  2. Head of Customer Success - handled highest-level tickets and Top Customer and Supplier Relations

  3. User Research - Spoke with Customers and Partners to gather info for Product Development and Feature Roadmaps

  4. UX Designer - Created and planned feature roadmaps and provided UX solutions to customer pain points and dropoffs.

Results:

  1. Feature Rollout Success – Planned and released features based on user feedback that increased product imports, boosted engagement, and improved merchant/supplier traffic.

  2. Higher Retention & User Satisfaction – Customer support and success efforts lead to better user retention and stronger supplier relationships.

  3. Faster Supplier Onboarding – Improved onboarding time for suppliers from 7 days to 3 days with fewer support requests required.

  4. Improved User Education – Created videos and instructional content to address common user questions and enhance the Dropshipping experience

Favourite Suppliers

DropCommerce’s biggest issue was suppliers not following up on orders. Research showed that successful users sold from just a few trusted suppliers, adding more products to their stores, which directly increased retention.

To improve retention, we launched the "Favorite Supplier" feature—a heart icon allowing users to mark preferred suppliers and receive notifications when they added new products.

The impact was immediate: 100+ uses on launch day, increased product imports, and positive user feedback. By leveraging Mixpanel analytics and user interviews, we identified a key success factor and delivered a simple, effective solution that boosted engagement, retention, and supplier traffic.

Supplier Onboarding

To prevent supplier drop-off during onboarding, we introduced an onboarding banner guiding them through the setup and highlighting missing steps. This reduced onboarding time from 7 days to 3 days and decreased supplier support requests.

Instructional Help Videos

A series of instructional videos for user of DropCommerce Software. Recorded, Produced, and Edited by me.