4 Strategies to make exchanges and returns easier

There is no complete sentence or context provided. "Lidar com" translates to **dealing with** or **managing**. Please provide the full text for a proper translation. Exchanges and Returns The purchase of products isn't always a pleasant experience for consumers, who tend to postpone the operation. This delay can, in fact, be linked to a fear of facing a bureaucratic process, which is not well-received by customers. 58% prioritizes simplicity when making returns.According to a study by Invesp, in these moments, having quality service makes a difference in gaining brand consideration.

Proof of that is that 92% people would buy again from the store If The word "processo" in Portuguese translates to "process" in English. However, the precise English equivalent depends heavily on the context. "Process" can be a noun referring to a series of actions, a legal proceeding, or a manufacturing method, among other things. Please provide the full sentence or paragraph containing "processo" for a more accurate translation. The English translation of "fosse" depends heavily on context. Please provide the sentence or paragraph containing the word. simplified According to the same study. Considering this, more than just creating changes to prevent customer returns or exchanges – which is undoubtedly an important point in any business strategy – companies need to understand that this possibility exists and, therefore, should equip themselves with strategic solutions.

"Return processes can be a differentiator in customer loyalty, and business owners should utilize effective tools to make customer service the star. This way, despite the exchange and return, the consumer experience becomes positive and their problem is solved, increasing the chances of repeat business in the future," comments Oswaldo Garcia, CEO of NeoAssista leading omnichannel service platform. 

Considering this, the expert points out 4 processes that companies can include in their return and exchange service to provide a satisfying customer journey. Check them out:

Clearly define the requirements and protocol for exchanges and returns.

It is important for companies to have a clear and, above all, accessible return and exchange policy throughout the customer journey, regardless of the holiday season.

From pre-sale to post-sale, it's crucial to provide clear and transparent information about requirements, return and exchange timelines, and how returns work. Customers want practical solutions, and failing to deliver this desired experience can harm brand engagement. 

Offer various channels of support

Access to multiple support channels is a positive point 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 chatbot, facilitates the customer journey and helps resolve exchanges or returns quickly and in the way the customer prefers.

Enable self-service options 

For those who prefer to handle exchanges and returns independently, 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. 

Examples of this include bots, which automate 24/7 self-service across various channels with the help of AI, and intelligent FAQs that recognize grammatical errors and similar terms, enabling more comprehensive searches. These services are quick to resolve issues and deliver clear information about the process.

Be agile in your responses – artificial intelligence can help. 

One factor that attracts customers is a quick response. What they want most is to have their questions resolved and proceed with a return or exchange. AI-powered customer service teams can deliver this positive experience. 

Today, market-available solutions already allow businesses to perceive customer emotions during interactions and recommend intelligent actions based on the tone of the conversation, often suggesting responses that accelerate service times. For example, Núb.ia, from NeoAssist, is capable of identifying critical points and offering proactive interventions, ensuring customer satisfaction at all stages of the buying journey.