3 étapes pour faciliter la gestion des retours pour une expérience client d'excellence

Le rôle des responsables de centres de contact est très important car les retours de produits ne cessent d'augmenter.

In 2021, NRF reported that shoppers returned approximately $428 billion in merchandise, which accounted for 10.6% of total 2020 retail sales, mostly driven by online purchasing. 2022 has the same fate. Projections of e-commerce growth continue to rise, as evident with Deloitte’s projection that e-commerce holiday sales will grow 11% to 15%.

Cet ebook explique comment les responsables de centres de contact peuvent gérer au mieux et éviter les retours: 

• Improving the self-service experience to enable customers to initiate their returns without the need for human-agent interaction.
• Streamlining the agent experience to minimize the cognitive burden of tasks, screens, and basic questions, so that they can focus on providing empathetic service and driving growth.
• Creating a feedback loop that tackles the root reasons of why customers are returning things in the first place.