Chapter 4: Poorly Informed Agents
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Contacting customer support is the most frustrating part of returning an order because service agents are often stretched too thin and poorly informed. Here’s why…
If you are providing your customers with pre-printed return labels, there may be certain requirements involved such as only dropping the package off at a specific place. When customers do not carefully follow instructions, agents lack the information needed to track the shipment being returned.?
Lack of Communication
More often than not, customers are left in the dark after they drop off their return. This leads to contacting customer support which drives up WISMR (where is my return) inquiry costs, not to mention customer frustration.?
Long Call-Handling Times
When customer service agents need to cross-reference multiple carrier websites with their own order management system, WISMR call times increase due to the amount of time it takes to find order and tracking information.
In fact, one electronics retailer reported an average cost of $7 per call when they were solely relying on agents to register and track returns.
Empower Service Agents
Provide your customer service agents with full visibility and elevated permissions in their own Returns Customer Service Portal that enables them to:
- View tracking and customer communication details all in one view
- Override eligibility rules, upload images, and approve returns
- Set up watchlists and alerts to automatically create and resolve tickets
- Access carrier SLAs, historical performance, and customer promise attainment
Case Study: Luxury Fashion Retailer
With an annual global revenue of over $2 billion, this retailer is improving the customer and service experience while reducing WISMR inquiries.?
Customers were provided labels with Customs Documentation included with their order, for them to use for their return shipment. Lost labels frequently required support and led to frustration.?
Reliance on One Carrier
When customers wanted to return an item, they could only do so with one specific carrier. If they dropped their package off at a different carrier, customer service would lose all visibility over where the package was.
By leveraging the customer service portal, agents have insight into carrier scan information which enables them to reach out to consumers proactively, resolve inquiries more quickly and provide a better experience.?
Customers are no longer relying on carrier updates for their returns. The retailer can send proactive and personalized returns communications to inform customers of any status updates and exception notifications.??
More Retail Examples
Shorter Contact Times
Customer service agents at this global furniture retailer previously lacked visibility using their internal solution. Now, they have full access to all shipments, their status, and all communications shared with their shoppers, reducing the call handling times by 2 minutes and improving the overall customer experience.
More Retail Examples
Agents at this global consumer products company not only have visibility once a customer registers their return, but they also leverage an intuitive self-service portal. With ultimate override permissions, agents can register returns for “non-refundable” items or if the return is beyond the shopper’s normal returns period.?
Achieve Results Just Like These With parcelLab
Turn potential dissatisfaction into an opportunity for revenue retention by digitizing your returns, warranty, and exchanges process.?
Customer Service Portal
Empower Agents with full visibility and elevated returns permissions.
CS Email Alerts
Set up watchlists and alerts to automatically create and resolve returns tickets.
Digital Returns Portal
Track & Communicate
Deliver end-to-end post-purchase communication with personalized emails and an embedded returns status page.
Unmatched Personalization Capabilities
Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.
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.
Request a Demo
Learn how you can delight customers and retain revenue with our returns solution - Retain.Book a demo