1. Covering All Bases With Layered, Flexible Return Rules.
WeSupply’s fully customizable returns module was instrumental in helping Atmos achieve a solution to this issue.
By assigning these launch products an attribute in the backend, they were able to create a unique rule that these products are final sale. They alert customers when this was the case via a blurb on the product page, so there are no surprises later.
Best of all, Atmos’s generous return policy on the rest of their products was able to remain exactly the same. Win-win!
2. Proactive Communication to Put Customers at Ease.
WeSupply was able to help Atmos get ahead of this issue with the order detail page. This page clearly breaks out each separate package within the shipment, detailing the items contained inside and the ETA.
Return information for each item is also clearly listed, so if various policies are in play due to the wider range of goods purchased there will be no confusion. Since the customer knows in advance that there are two boxes coming, they won’t be surprised if one item arrives before the other because they know the item isn’t missing at all!
3. Making Sense of Customer Feedback & Creating Action Items.
While we may not be able to clean up Atmos’s Twitter page after a big launch (sorry guys!) we are able to help them make sense of customer feedback. WeSupply follows up every transaction with both the Customer Satisfaction (CSAT) and Net Promoter Score (NPS) surveys.
The best part? Since we already have all of the pertinent order information, each piece of feedback can get traced back to the exact shipment in question.
This allows Atmos to turn the data into useful action items to better their customers’ experience in the future.
4. Keeping Customers Engaged With a Fully Branded Tracking Page.
Atmos found what they were looking for in WeSupply’s fully customizable tracking page. With our page Atmos goes beyond offering their customers valuable shipping and returns information, they also promote new release, upcoming product lines, and updates from their social media platforms.
Adding photos from great in-store events helped take the page to the next level as well, continuing that unified experience they were originally searching for. Along with enhancing customer experience, Atmos was able to use this tracking page to directly increase their sales!
5. Zendesk Integration to Turn Customer Service Reps Into Superstars.
Atmos’s customer service team uses WeSupply’s integration with ZenDesk to increase overall efficiency and respond to customer requests at a faster rate.
Our integration provides the team with all relevant information about the customers shipment – how many packages, where they’re currently located, all tracking numbers, when the order is going to arrive, etc. This saves valuable prep time and empowers the team to quickly take the best decisions based on accurate, up-to-date information.
This confidence also helps put nervous customers at ease, knowing they’re being fully taken care of.