3 passi per facilitare il processo di restituzione degli acqusti e offrire un'eccellente customer experience

Il ruolo dei responsabili dei contact center riveste un’elevata importanza se consideriamo che le restituzioni dei prodotti continuano a crescere.

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%.

Questo ebook spiega come i leader e i responsabili dei contact center possono gestire al meglio e prevenire la restituzione delle merci: 

• 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.