Lidar comtrocas e devoluçõesde produtos nem sempre é uma experiência agradável para consumidores, that tend to delay the operation. This delay, inclusive, it may be related to the fear of facing a bureaucratic process, what is not well regarded by customers58% seek simplicity when making their returns, according to the Invesp agency study. In those hours, having quality service makes a difference in gaining brand consideration
The proof of that is92% of people would shop again at the storeif theprocesswassimplified, according to the same study. Маючи це на увазі, more than implementing changes to prevent customers from exchanging or returning the product — what, without a doubt, it is an important point in any business strategy —, companies need to understand that this probability exists and, therefore, they should equip themselves with strategic solutions
Processo di reso possono essere un elemento distintivo per la fidelizzazione dei clienti, e donos do negócio devem recorrer a ferramentas eficazes para colocar o atendimento como protagonista. In this way, despite the exchange and return, the consumer experience becomes positive and their problem is resolved, increasing the chances of him returning in the future, comment Oswaldo Garcia, CEO ofNeoAssist, reference platform in omnichannel service.
Thinking about it, o especialista aponta 4 processos que as empresas podem incluir no atendimento para proporcionar uma jornada satisfatória de troca e devolução. Check
Clarify the requirements and the exchange and return protocol
It is important that companies have a well-defined exchange and return policy, overcoat, accessible throughout the customer journey, regardless of the commemorative date
From pre-sale to post-sale, it is essential to provide clear and transparent information about requirements, deadlines for exchange and how the return process works. The client wants practical solutions, and not delivering this desired experience can harm engagement with the brand.
Offer multiple customer service channels
Having access to multiple support channels is a positive point for consumers, especially when the platforms are integrated and the flow of the conversation is not lost. Offer a variety of service options, like social networks, telephone, email, WhatsApp і chatbot, facilitates the journey and helps to resolve exchanges or returns quickly and in the way the customer prefers
Make self-service available
For those who enjoy resolving exchanges and returns on their own, without necessarily interacting with sellers, como é o caso de muitos brasileiros — 77% of respondents want "self-service" options, according to ServiceNow research —, the self-service options are a favorable choice.
An example of this are bots, que automatizam o autoatendimento 24/7 em diferentes canais com ajuda de IA, e FAQs inteligentes, que reconhecem erros gramaticais e termos semelhantes, providing more comprehensive research. These services are quick in resolving and delivering clear information about the process
Be swift in your responses – artificial intelligence can help
One of the factors that attract customers is a quick response. What he wants most is to be able to resolve his doubt and proceed with the exchange or return. With the help of artificial intelligence, support teams can provide this positive experience.
Today, solutions available on the market already allow perceiving customers' emotions during interaction and recommending intelligent actions based on the tone of the conversation, often suggesting responses that speed up the service time. For example, the Nub.ia, from NeoAssist, capable of identifying critical points and offering proactive interventions, garantising customer satisfaction at every stage of the purchase journey
