Deal withexchanges and returnsthe return of products is not always a pleasant experience for consumers, that tend to delay the operation. This delay, inclusive, it may be related to the fear of facing a bureaucratic operation, what is not well regarded by customers58% seek simplicity when making their returns, according to a study by the Invesp agency. In those moments, counting on quality service makes a difference in gaining consideration for the brand
Proof of this is that92% of people would buy from the store againif theprocessissimplified, according to the same study. With that in mind, more than making changes to prevent customers from exchanging or returning the product — what, without a doubt, it is an important point in the strategy of any business —, companies need to understand that this probability exists and, therefore, they must equip themselves with strategic solutions
"Return processes can be a differentiator in customer loyalty", business owners should turn to effective tools to make customer service the protagonist. In this way, despite the exchange and return, the consumer's experience becomes positive and their problem is solved, increasing the chances that he will return in the future, comment Oswaldo Garcia, CEO ofNeoAssist, reference platform in omnichannel service.
Thinking about it, the specialist points out 4 processes that companies can include in customer service to provide a satisfactory exchange and return journey. Check it out
Make the requirements and protocol for exchanges and returns clear
It is important for companies to have a well-defined exchange and return policy and, above all, accessible throughout the entire customer journey, regardless of the commemorative date
From pre-sale to post, it is essential to provide clear and transparent information about requirements, deadlines for exchanges and how returns work. The client wants practical solutions, not delivering this desired experience can harm engagement with the brand.
Offer multiple service channels
Having access to various support channels is a positive point for consumers, even more so when the platforms are integrated and the flow of the conversation is not lost. Offer various service options, like social networks, telephone, e-mail, WhatsApp and chatbot, facilitates the journey and helps to resolve exchanges or returns quickly and in the way the customer prefers
Provide self-services
For those who like to handle exchanges and returns on their own, without necessarily having interaction with sellers, as is the case for many Brazilians — 77% of respondents want "self-service" options, according to a survey by ServiceNow —, self-services are a favorable option.
An example of this is bots, que automatizam o autoatendimento 24/7 em diferentes canais com ajuda de IA, and smart FAQs, that recognize grammatical errors and similar terms, providing more comprehensive research. Such services are quick in resolving and providing clear information about the process
Be quick in your responses – artificial intelligence can help
One of the factors that attract customers is a quick response. What he wants most is to resolve his doubt and proceed with the exchange or return. With the help of artificial intelligence, service teams can provide this positive experience.
Today, available solutions on the market already allow for understanding customers' emotions during interaction and recommending smart actions based on the tone of the conversation, often suggesting answers that speed up the service time. For example, the Nub.him, from NeoAssist, that is capable of identifying critical points and offering proactive interventions, ensuring customer satisfaction at all stages of the purchasing journey
