Dealing with exchanges and returns products is not always a pleasant experience for consumers, who tend to postpone the operation. This delay may even be related to the fear of facing a bureaucratic process, which is not well-received by customers: 58% seek simplicity when making their returns, according to a study by Invesp. In these moments, having quality customer service makes a difference in winning brand consideration.
Proof of this is that 92% of people would shop at the store again if the process were simplified, according to the same study. With this in mind, more than making changes to prevent customers from exchanging or returning products—which is undoubtedly an important point in any business strategy—companies need to understand that this possibility exists and should therefore equip themselves with strategic solutions.
“Return processes can be a differentiator in customer loyalty, and business owners should rely on effective tools to make customer service the protagonist. This way, despite the exchange or return, the consumer experience becomes positive, and their problem is resolved, increasing the chances they will return in the future,” comments Oswaldo Garcia, CEO of NeoAssist, a leading omnichannel customer service platform.
With this in mind, the expert highlights 4 processes companies can include in customer service to provide a satisfactory exchange and return journey. Check them out:
Make exchange and return requirements and protocols clear
It is important for companies to have a well-defined exchange and return policy, and above all, accessible throughout the customer journey, regardless of the holiday season.
From pre-sale to post-sale, it is essential to provide 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 brand engagement.
Offer multiple customer service channels
Having access to multiple support channels is favorable for consumers, especially when platforms are integrated and the conversation flow isn’t lost. Offering diverse service options, such as social media, phone, email, WhatsApp, and chatbots, simplifies the journey and helps resolve exchanges or returns quickly and in the customer’s preferred way.
Provide self-service options
For those who prefer to handle 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 favorable.
Examples of this include bots, which automate 24/7 self-service across different channels with AI assistance, and intelligent FAQs, which recognize grammatical errors and similar terms, providing more comprehensive searches. Such services are quick in resolving issues and delivering clear information about the process.
Be quick in responses—artificial intelligence can help
One of the factors that attract customers is a quick response. What they want most is to resolve their doubt and proceed with the exchange or return. With the help of artificial intelligence, customer service teams can provide this positive experience.
Today, solutions available in the market already allow detecting customer emotions during interactions and recommending intelligent actions based on the tone of the conversation, often suggesting responses that speed up service time. For example, Núb.ia by NeoAssist, which can identify critical points and offer proactive interventions, ensuring customer satisfaction at all stages of the shopping journey.
