4 Strategies to facilitate exchanges and returns

Dealing with exchanges & returns products is not always a pleasant experience for consumers, who tend to postpone the operation. This delay can even 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 Invesp. At these times, having quality service makes the difference to win a consideration for the brand.

Proof of this is that 92% of people would buy again in the store if the process was simplified, according to the same study. In view of this, more than making changes to prevent customers from exchanging or returning the product, which is undoubtedly an important point in the strategy of any business 'OD, 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 should use effective tools to put the service as a protagonist. Thus, despite the exchange and return, the consumer experience becomes positive and he has his problem solved, increasing the chances that he will return in the future”, comments Oswaldo Garcia, CEO of NeoAssist, reference platform in omnichannel service. 

Thinking about it, the expert points out 4 processes that companies can include in the service to provide a satisfactory journey of exchange and return. Check:

Make clear the requirements and protocol of exchanges and returns

It is important that companies have a well-defined exchange and return policy and, above all, accessible throughout the customer journey, regardless of the commemorative date.

From pre-sale to post-sale, it is critical to provide clear and transparent information about requirements, exchange deadlines and how return works. The customer wants practical solutions, and not delivering this desired experience can hinder brand engagement. 

Offer multiple service channels

Having access to various support channels is a favorable point for consumers, especially when the platforms are integrated and the flow of the conversation is not lost. Offering various service options, such as social networks, phone, email, WhatsApp and chatbot, facilitates the journey and helps to solve the exchange or return in a fast way and the way the customer prefers.

Make self-services available 

For those who like to solve issues of exchanges and returns on their own, without necessarily having interaction with sellers, as is the case of many Brazilians 77% of respondents want options “self-service”, according to a survey by ServiceNow & ODE, self-services are a favorable option. 

Examples are bots, which automate 24/7 self-service on different channels with the help of AI, and intelligent FAQs, which recognize grammatical errors and similar terms, providing more comprehensive research.

Be agile in your answers, and artificial intelligence can help 

One of the factors that attract customers is a quick response.What he wants most is to be able to solve his question and follow up 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 to perceive the emotions of customers during the interaction and recommend intelligent actions based on the tone of the conversation, often suggesting responses that accelerate the time of service. For example, Nub.ia, from NeoAssist, which is able to identify critical points and offer proactive interventions, ensuring customer satisfaction at all stages of the purchase journey.