Olight Brand Promise
For years, Olight has spared no effort in creating high-quality and reliable illumination tools, which enable us to have the best partners and fans worldwide. While creating classic and popular products with technological breakthroughs, we also have lessons to learn. “Tardy logistics, excessive color alternation, the lack of innovation …” these are the voices driving our deep self-reflection. To Olight, A flashlight is not only an illumination tool but a responsibility to protect, bridge friendships, and provide a silent companion. Therefore, we have decided to change and make the following commitments for our 15th anniversary:
We commit that Olight will practice “continual technology & product innovation” and provide an “excellent customer experience” from every aspect under the guideline principles of “customer-orientation”.
We believe that this 15-year mark is a fresh start and a greater challenge. We’re on the move with some incredible measures and actions to fulfill our promise. The changes and achievements may not look obvious right now, but we believe that you will see them soon!
Hereby, we sincerely invite and welcome everyone to witness and oversee our transition to these new and updated policies. We more than welcome any suggestions, comments, criticism, or ideas that may help Olight to do better in the future. With that said, feel free to always contact us at cs@olightstore.ca. Our dedicated team will follow up with all feedback, whether it’s trivial or crucial.
We firmly believe that during our journey to illuminate the world, there is a better way and brighter place out there with your involvement.
About Products and Innovation
Olight will continue to focus on delivering more reliable and innovative lighting products.
Quality First
At Olight, we take great importance with our product quality.
From raw materials to final products, quality control runs through every step of production with our quality management information system. Raw materials are inspected under strict quality standards and MIL-STD-105E AQL acceptance standards before assembling. Product quality can be checked in real-time and traced throughout the entire process. Any abnormal performance that occurs will trigger the alert system and be handled in a timely manner. Reliability sampling tests such as an aging test, packaging test, waterproof test, drop test, etc. will be carried out and those that don’t qualify will be recognized and handled in a timely manner as well. All products before shipment will be rigorously inspected with their appearance and function.
To strengthen our manufacturing and quality control abilities, we are also introducing our automatic manufacturing equipment and the Olight Manufacturing Execution System (OMES).
Quality is always #1.
Continual Innovation
To Olight, the product is our basis while innovation is the root. Olight will continually increase R & D investments with a 2x the input over the next 2 years, while exploring a sustainable development path driven by innovation.
1. Keep iterations of our classic product series to achieve better performance with user experience enhancements.
2. Expand into new lighting categories to meet the needs of various applications from customers and enrich the users’ scenarios.
3. For materials, colors, and process innovation, we will strictly limit quantities and provided users with a superior experience.
4. Keep Listening. Listen to the voice of customers, and try to push their constructive ideas and product designs into real production.
Groundbreaking and industry-disrupting innovations do take time, but we firmly believe that this is possible. Since we have already made up our minds to focus on our core functions and are willing to invest in R & D, we believe that our customers will see incredible products releasing one after another.
About Customer Service
Olight Continues to Provide Excellent Service
At Olight, we will always strive to create an inspiring and personalized experience while using our high-quality lighting products. We have received a lot of praise by bringing “Wow” experiences to our customers such as sending out birthday gifts, festival gifts, and a variety of other surprises. We plan on continuing to do this in the future. However, we also realized that we haven’t done well in some aspects like keeping customers waiting to solving a simple problem, bad after-sale experiences with limited edition products, unfulfilled membership benefits, and so on. To change that, we are taking the following measures:
l Consolidate after-sales service
We have already started some programs and are planning to take more measures to improve and consolidate after-sales service.
1. We have launched a self-service channel for after-sales products on olightstore.com recently. Customers can submit after-sales applications in their own accounts, and track the progress all by themselves.
2. We have also prepared accessories in advance that customers can replace themselves to improve the efficiency of solving simple problems.
3. Meanwhile, we are building an after-sale closed-loop system and conducting follow-up visits. Customer complaints during regular promotion periods will be solved within a week.
4. For limited edition products, we will reserve a certain quantity of inventory and related accessories for after-sales purposes.
5. For products that have been discontinued and out of stock, we will offer two options: send back for repair or replace with an upgraded product.
l Update membership benefits
To give back to our customers, we have always attached a large importance to membership benefits. We will fulfill what has been listed and makeup for the unfulfilled members this year.
We have already upgraded the following points to carry out as promised.
1. We will strictly perform the benefit of Early Access, and inform you in advance if there are any special situations.
2. The gifts in the Preferential Zone will be further enriched, allowing Gold level customers or higher to get them for free.
3. New limited-edition products will be updated in the Exclusive Limited-Edition Zone.
Customer service including after-sales service, membership services, and “Surprise Gift” services is one of the core features of our Olight “customer-oriented” brand promise. We will continually provide excellence and exceed service expectations.
About Shopping Experience
Olight Promises to Provide a Smooth and Delightful Shopping Experience
As a lighting company mainly dependent on R&D and manufacturing, we must admit that we have experienced a lot of e-commerce growing pains like website crashes, slow speeds, functional errors, and other problems. Thanks to the patience and support of our customers and fans, we have finally set up and released a self-built networking system with over a year of hard work from our IT Team. This has thoroughly solved all website crashes and major glitches. Since December of 2021, our website has been performing optimally. We also have made some optimizations with a 33% speed increasing with loading pages. In terms of our current payment process, we will upgrade to "order generated while payment" that our customers are more accustomed to, and we will add more payment options for convenience.
Apart from IT-related aspects, we are also working on regulating the accessory section to list more necessary options to meet customers’ needs. For out-of-stock products, the product description will remind you of the product arrival date.
Efforts may take time; changes may seem slow. However, we hear your voice and are truly changing and improving. Just wait and see our results!
About Logistics
Olight Strives to Improve Logistics Delivery Efficiency
Olight Canada has currently established local warehouses in Toronto and Vancouver. We have made cooperation with corresponding logistics companies, and are constantly striving to allow everyone to receive the goods in a shorter time. The world is changing every day. We believe that: although there are many uncontrollable factors, we will do our best to create a logistics experience like your doorstep.
Our resolutions are aligned with our actions, we will spare no efforts to make things happen. Let’s look forward to a better and faster logistics experience together!
Again, we sincerely invite all of you to join our improvements and we welcome any opinions and suggestions at our feedback mailbox cs@olightstore.ca. We will follow up, listen to your suggestions, and implement improvements.
Let’s conquer the darkness and possess happiness to light up the world at anytime, anywhere.
Brand Promise Progress In Q4
About Products Progress
The Odin Design Competition has been successfully concluded.
About Customer Service Progress
1. For Marauder Mini pre-sale and split orders, our customers were notified in a timely fashion of the latest logistics progress and order status. During the flash sales, we offered surprise gifts for customers to exchange in the redemption area to meet the requests of our customers.
2. We prepared Halloween gifts in October, Thanksgiving gifts in November, and gifts in December for loyal fans who are active in our Facebook group and fans who strongly supported us during the Black Friday Flash Sale.
3. We have arranged dedicated staff to follow up on customer email feedback, with an average response time of 24 hours for emails received on weekdays and during daytime shifts on weekends.
About Website Functionality/User Experience:
1. We made the Notify-Me emails available, and we now send emails to remind customers who subscribe to notifications when temporarily out of stock products that they are interested in are replenished the first time.
2. We offer DIY Bundles again, which provides more bundle options, so that customers can freely select the bundled products of their choice.
3. We added both search and sorting functions to the Blog, so that customers can search past blog posts according to their needs.
4. A price sorting function was added to the mobile website category page.
5. We added the entrance of points task to the member center page of the desktop website.
6. Added email suffix association to the login/registration page, forgot password page, order submission page, home page, email subscription page, and personal center/account security page on the desktop website to facilitate customers filling in their emails.
About Out of Stock Products
1. We added a reminder of the arrival date for temporarily out of stock products.
2. The Notify-Me function has been available since October, and it has already reminded lots of fans of their favorite products.
3. In order to remind as many fans as possible, products will be listed on the website for a short time after they are sold out before being removed from the website.
Brand Promise Progress In Q3
About Products Progress
1. Olight’s newly improved Quality Management Information System has been effectively put into place and fully utilized in Q3. With it in place, Olight can achieve a paperless operation covering quality inspection of incoming material, manufacturing, and outgoing processes, all with data easily tracked throughout the whole process. Moreover, real-time in-site monitoring and warnings make it possible for more quality issues to be prevented, bringing about enhanced quality.
2. The newest addition to the classic EDC series – the Baton 3 Pro was launched in September. Other new editions will come to the market over time. More importantly, new categories have been added to Olight’s lineup, including the first dual light source and flat EDC flashlight at Olight – the Arkfeld, a brand-new work light – the Odiance, and a safety light – the Gober. Quality and innovation will always be given high priorities for Olight to bring forth reliable and creative solutions to darkness.
About Shopping Experience Progress
1. In the third quarter, we optimized our website in all aspects. From the customer's point of view, problems and concern in browsing and shopping were solved. Through two phases of optimization, 35 improvements were completed. This has greatly improved the customer's shopping experience and enhanced the professionalism of the website. For example, the navigation bar mode and category layout become clearer; there are more ways to delete items from the shopping cart; the search bar is more intelligent and accurate; the product images are more concise, and the text is clearer and more accurate.
2. The Redemption Zone is not only redeemable for products, but also for coupons. This is a great way to enrich the use of the O-Coin and meet the diverse needs of customer’ shopping
3. Mystery boxes returned at a lower price, with different price tiers so more people can enjoy the fun of waiting for a surprise.
4. Optimize the listing format by making the images and text separate, which is more concise and smooth.
About Customer Service Progress
1. The membership system has been updated to bring more benefits and better services to the members. New Blue, Red and Black Diamond can enjoy Permanent Free Return Shipping.
The Redemption Zone has been changed to every level can redeem coins for fantastic items or vouchers. Also Black Diamond level was added and members can get a Black Diamond Exclusive Gift.
2. We held one or two giveaway events a month in Facebook group, and also gave out small gifts for the important moments of some O-fans. Customers will have more interesting events and sense of belonging in the Facebook group and more benefits will be offered.
3. OFans' suggestions and ideas have been fully listened to and are very valued. We always want to ensure that customers can buy the products they truly want.
About Logistics Dimension Progress
We are in communication with logistics companies to further improve the speed and accuracy of logistics. Olight are committed to resolving and improving this area to ensure that customers receive their orders in a timely manner.
Brand Promise Progress In Q2
About Products Progress
To bring our customers more reliable products, we have focused on better controlling the quality of batteries by rigorously testing their safety performances through newly-introduced testing equipment. This is including a Battery Extrusion Needle Punch Tester, Battery Weight Impact Tester, and Battery Thermal Shock Tester, all to help ensure our batteries comply with the strictest safety standards.
A brand-new version will be added to the Obulb Series in July! Please stay tuned.
We always strive to improve and bring you more visible outcomes, both in quality and innovation.
About Customer Service Progress
1.O-Fan Club members Platinum level and above can get gifts! There will be a new gift or special product every quarter. At the same time, we will continue to enrich other member area products as well.
2. We will follow up on the needs of our fans every quarter. We have prepared new knives for our fans to give them an exclusive experience in this quarter.
3. In April, we start to add "Woodpecker Activity" for website content every month, which helps to update our latest information in time.
4.Customer complaint emails will be replied to within 8h during business hours, and we will take care of customers who have not been addressed within a week.
5. In July, we prepared the Baton 3 Canadian Version for celebrating Canada Day with our O-fans, which gives our fans some surprises. In the future, we will also try our best to do more for satisfying your will.