About Us

We Help 2 Types of Clients

  1. Shopify Stores
  2. Ecommerce SaaS & B2B Businesses

How We Help Shopify Stores

If you're a Shopify store owner or leader, we can help improve your customer experience to drive more sales. Without an optimized customer experience, your marketing dollars won't be used efficiently and real growth may seem elusive.

Ever Had Any of These Questions?

  • How can we get more sales?
  • How do we get to the next level in our business?
  • Do we need more ads, or do we need to fix something else first?
  • How can we improve CRO, AOV and retention?
  • Which projects should we pursue, which ones should we abandon?
  • Should we expand into this channel or that channel?
  • Why aren't customers buying more on our site?
  • Why aren't more customers returning to purchase again?
  • Do we need all these apps, do we need different ones?

We help bring clarity on these and other issues. Let's talk in a free consultation about your ecommerce customer experience strategy.

How We Help SaaS & B2B Businesses

Are you a SaaS business in the ecommerce category? Examples might include an application or other software serving ecommerce stores on Shopify. Or, you might be a B2B business with a subscription or recurring revenue model.

Unless you've just launched, you're going to need a Customer Success (CS) program to grow. Most small/mid sized SaaS companies will have customer service/support and sales/account management - but those are not Customer Success programs. 

A Customer Success program is the way you take care of important accounts and revenue streams to mitigate churn and increase revenue. If you have high value accounts and you're only providing customer service, you're leaving money on the table. Here are some of the ways we can help:

  • Customer Success playbooks to align your team
  • Churn mitigation strategies
  • Revenue growth strategies
  • Cross-sell/upsell frameworks
  • Internal knowledge base structure
  • Advocacy & voice of customer
  • CS tools, systems and software
  • CS program setup, training and org strategies 

Let's talk in a free consultation about your ecommerce customer success strategy.

The Founder: Ex-Shopify, Experienced Store Operator & CX/CS Leader

Andrew Lynch founded Duck River Digital after years of leadership experience in ecommerce. Andrew began his career as a lawyer helping clients navigate difficult business situations to find successful outcomes. These core skills of client relationship management, negotiation, problem solving, advocacy and dispute resolution would come in handy later on.

He developed a talent for content marketing & website optimization, which allowed him to start and scale his own successful firm. The firm grew quickly and soon he was managing a team of lawyers, paralegals & assistants.

His passion for scaling online revenue won out and he decided to leave law behind to help others do the same. Along the way, he created and led customer/client success programs before that term was widely used. And after years of growing websites on other platforms, he started his first Shopify store in 2015, with the first product being an original premium leather briefcase. 

As a merchant on Shopify, Andrew has experienced the highs, lows, challenges and rewards of being an ecommerce store owner. He understands what it takes to build and grow a store, get and keep customers, manage employees, pivot and adapt to challenges along the way. 

In that time, he’s seen Shopify evolve significantly as a platform and become the unequivocal industry leader. As Andrew puts it: Shopify just works. That may seem simplistic, but if you've tried platforms that don't, you know how incredibly valuable that is.

So when the opportunity arose, Andrew went in house to work at Shopify in Merchant Success. He managed a key accounts portfolio of over $1 Billion in Gross Merchandise Volume (GMV). He worked directly with the founders and C-level teams of the largest, most successful merchants on the platform. His role was to help them develop strategies to grow revenue, optimize their store and leverage the platform and app ecosystem to maximum benefit. 

Andrew’s ability to quickly understand a merchant’s business, product category and customer base, allowed him to provide tailored solutions that would have the most impact. During his time at Shopify, Andrew helped his key accounts grow revenue and achieved zero churn across the portfolio.

This diverse background gives Andrew a unique insight into the challenges and opportunities in ecommerce. He brings empathy, grit and a genuine enthusiasm for ecommerce that’s hard to find. 

What Does the Name Mean?

We’re located just outside Nashville, Tennessee near the Duck River. At first glance, the Duck River looks like most rivers in this part of the country. But it happens to be the most biodiverse river in North America - teeming with life. To maintain this status, it must have strong foundational elements, foster a diverse ecosystem and capitalize on its strengths, all while performing a delicate balancing act. We thought this was the perfect analogy for a successful ecommerce business. 

We’d love to speak with you about your business. Please contact us to find out how we can help in a free initial consultation.