Dealing with exchanges and returns of products is not always a pleasant experience for consumers, who tend to postpone the operation. This delay, in fact, may be related to the fear of facing a bureaucratic operation, which is not well seen by customers: 58% seek simplicity when making their returns, according to a study by the agency Invesp. At these times, having quality service makes a difference in winning consideration for the brand.
Proof of this is that 92% of people would buy again from the store if the process was simplified, according to the same study. Bearing this in mind, more than elaborating changes to prevent customers from exchanging or returning the product – which, undoubtedly, is an important point in the strategy of any business – companies need to understand that this probability exists and therefore must equip themselves with strategic solutions.
“Return processes can be a differential in customer loyalty, and business owners must resort to effective tools to make service a priority. Thus, despite the exchange and return, the consumer’s experience becomes positive and their problem is resolved, increasing the chances that they will return in the future,” comments Oswaldo Garcia, CEO of NeoAssist, a reference platform in omnichannel service.
Considering this, 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 clear the requirements and protocol for exchanges and returns
It is important for companies to have a well-defined exchange and return policy that is accessible throughout the customer journey, regardless of the celebratory date.
From pre-sale to post-sale, it is essential to offer clear and transparent information about requirements, exchange deadlines, and how returns work. The customer wants practical solutions, and failing to deliver this desired experience can harm engagement with the brand.
Offer various customer service channels
Having access to various support channels is a positive point for consumers, especially when platforms are integrated and the conversation flow is not lost. Offering various customer service options, such as social media, phone, email, WhatsApp, and chatbot, facilitates the journey and helps to resolve exchanges or returns quickly and in the way the customer prefers.
Provide self-service options
For those who like to resolve exchange and return issues on their own, without necessarily interacting with sellers, as is the case for many Brazilians – 77% of respondents want ‘self-service’ options, according to a ServiceNow survey – self-service options are a favorable choice.
Example of this are bots, which automate 24/7 self-service across different channels with the help of AI, and intelligent FAQs, which recognize grammatical errors and similar terms, providing more comprehensive searches. Such services are agile in resolution and in delivering clear information about the process.
Be agile in responses – artificial intelligence can help
One of the factors that attract customers is a quick response. What they want most is to be able to resolve their doubt and proceed with the exchange or return. With the help of artificial intelligence, service teams can provide this positive experience.
Today, solutions available in the market already allow us to perceive the emotions of customers during interaction and recommend intelligent actions based on the tone of the conversation, often suggesting answers that speed up the response time. For example, Núb.ia from NeoAssist, which is able to identify critical points and offer proactive interventions, ensuring customer satisfaction at all stages of the buying journey.
