3 steps to ease the returns process for an excellent customer experience

A função dos líderes de contact center é destacada à medida que as devoluções de produtos continuam a aumentar.

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%.

Este ebook explica como os líderes de contact center podem gerir e prevenir as devoluções através de: 

• 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.