Deal withexchanges and returnsProduct returns are not always a pleasant experience for consumers, who tend to delay the process. This delay, in fact, may be related to the fear of facing a bureaucratic process, which is not well regarded by clients.58% seek simplicity when making their returns, according to the second study by Invesp agency. At these times, having quality service makes a difference in gaining consideration for the brand.
Proof of this is that92% of people would buy from the store againif theprocessissimplified,according to the same study. With this in mind, more than just making changes to prevent customers from exchanging or returning the product—which, without a doubt, is an important point in any business strategy—companies need to understand that this probability exists and, therefore, must equip themselves with strategic solutions.
“Return processes can make a difference in customer loyalty, and business owners should use effective tools to make customer service the focus. This way, despite the exchange and return, the consumer experience becomes positive and their problem is resolved, increasing the chances that they will return in the future,” says Oswaldo Garcia, CEO ofNeoAssist, a leading platform in omnichannel customer service.
With this in mind, the specialist points out 4 processes that companies can include in customer service to provide a satisfying exchange and return journey. Check it out
Make the requirements and protocol for exchanges and returns clear
It is important that companies have a well-defined exchange and return policy that is, above all, accessible throughout the customer journey, regardless of the commemorative date.
From pre-sale to post-sale, it is essential to provide clear and transparent information about requirements, exchange deadlines, and how the return process works. The client wants practical solutions, and failing to deliver this desired experience can harm engagement with the brand.
Offer multiple service channels
Having access to multiple support channels is a favorable point for consumers, especially when the platforms are integrated and the conversation flow is not lost. Offering various service options such as social media, phone, email, WhatsApp, and chatbot makes the journey easier and helps resolve exchanges or returns quickly and in the customer's preferred way.
Provide self-services
For those who enjoy resolving exchange and return issues on their own, without necessarily interacting with sellers, as is the case for many Brazilians — 77% of respondents prefer "self-service" options, according to a ServiceNow survey — self-service options are a favorable choice.
Examples of this are bots, which automate 24/7 self-service across different channels with the help of AI, and smart FAQs, which recognize grammatical errors and similar terms, providing more comprehensive searches. These services are quick in resolving issues and delivering clear information about the process.
Be quick to respond – artificial intelligence can help
One of the factors that attract customers is a quick response. What he wants most is to be able to resolve his doubt and proceed with the exchange or return. With the help of artificial intelligence, support teams can provide this positive experience.
Today, solutions available on the market already allow detecting customers' emotions during interaction and recommending intelligent actions based on the tone of the conversation, often suggesting responses that speed up the service time. For example, Núb.ia from NeoAssist, which is capable of identifying critical points and offering proactive interventions, ensuring customer satisfaction at all stages of the purchase journey.
