Chapter 7: Lack of Segmentation Flexibility
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Most retailers have sophisticated customer segment fields but are often unable to leverage them in the returns experience, resulting in a lack of personalization and unnecessary cost…
Lack of Product Specific Content
Without being able to utilize information on specific products or product types a customer has purchased, you are unable to provide an engaging unboxing experience, offer product guidance and advice, or suggest alternatives, which can all help to reduce returns.
No VIP Experience
If you are unable to leverage customer data about VIP or loyalty program membership, special customer segments such as staff, partners, and suppliers, or the number of purchases a customer has made over a set period of time, you won’t be able to create differentiated experiences, such as extended returns periods or free return shipping options.
Insufficient Revenue Protection
Without access to information about customer spend, lifetime value, or returns behavior, you will lose revenue and drive up operational costs unnecessarily due to a lack of protection mechanisms that prevent uneconomical or frequent returns or promote refund alternatives, like instant store credits.
Inability to Scale
Relying heavily on a vendor to make changes to your returns experience can mean waiting longer than you want. Without self-service capabilities, the campaigns you want to run can’t make a quick impact, and it is difficult to evolve in a way that makes your brand stick out amongst competitors.
Empower Your Team
Give your team the personalization capabilities needed to decrease the cost of returns and increase reconversions with a hierarchical data model and tools that support flexible segmentation and targeting.
- Create personalized experiences that drive loyalty for select customer groups
- Provide product guides and suggest alternatives to reduce returns and refunds
- Protect revenue with flexible rules for returns eligibility, methods, and refund options
Case Study: Specialty Women’s Apparel Retailer
With an annual global revenue of over $2 billion,?this brand is personalizing their returns journey and recovering revenue.
Generic Returns Process
This retailer had the desire to treat their VIP customers differently, but their returns process was the same for all customers. Due to the restrictions of their previous vendor, they could not track and create personalization journeys based on their data.
Influx of WISMR Calls
With the brand’s previous communications, the returns process was confusing, reactive, and not personalized. Customers ended up calling customer service for anything involving returns which resulted in high costs for the retailer.
Proactive and Personalized Communications
They now leverage flexible data targeting tools to support customer segmentation. Adding specific personalization capabilities has enabled them to offer their VIP customers an Instant Store Credit refund option, which helps provide a differentiated experience and protect the brand’s revenue.
Achieve Results Just Like These With parcelLab
Turn potential dissatisfaction into an opportunity for revenue retention and growth by digitizing your returns, warranty, and exchanges process.
Digital Returns Portal
Track & Communicate
Deliver end-to-end post-purchase communication with personalized emails and an embedded returns status page.
Leverage self-service exchange options to make equal exchanges for same-SKU variations such as color or size.
Set up instant credit triggers based on returns events such as return initiated, package drop-off, or package arrival for processing.
Unmatched Personalization Capabilities
Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.
Offer retail stores as a returns method to drive customer traffic.
Custom Eligibility Rules
Reduce invalid and uneconomical returns by setting custom eligibility rules and return/repair reasons that reinforce policies.
Order API Connection
Ensure best-practice data access with no compromise on data privacy.
Multi-Label & Split Returns
Handle complex multi-item returns requiring more than one label, returning to one or more locations.
Comprehensive RMA Sharing
Reduce manual warehouse processing and enable further automation.
Confirmation Page Survey
Collect customer rating and reviews on the confirmation page.
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Learn how you can delight customers and retain revenue with our returns solution - Retain.Book a demo