Have you ever gone to a website in search of assistance?
Whether it was to check your account, look for information, get answers to questions you have, or change your order details — and received the help you needed without speaking to another person?
Today’s customers demand fast responses and solutions — nobody wants to wait around for a support person to email them.
You may have thought that the only solution is to hire an entire team for customer service, maybe even overseas to cover different time zones, but this entire strategy comes with its own challenges, training, price, etc. Rather than that, what about building a smaller, competent group of representatives that’s fewer in number but compensated by your web-based self-service initiatives?
That being said, just like your website doesn’t need a customer support team to take orders, your return process should be the same: easy, fast, and intuitive for the customer to figure it out on their own, without your help or assistance. If you can use online software on your own to file taxes— that is, after all, a tremendously complicated procedure— your customers should be able to return a product by themselves as well, right?
In fact, companies just like yours have been using self-service returns solutions for a long time! Not only does web-based self-service empower your consumers to quickly discover the information they need, but it’s also a very cost-effective way for your business to operate. You won’t have to pay a team of reps to provide your consumers with the 24/7 assistance they seek. Instead, you may hire a competent group of representatives that’s fewer in number but compensated by your web-based self-service initiatives.
When you offer self-service returns, you enable the customer to simply look up their order, select the item(s) they want to return, select how they would like to get refunded, and automatically get a free return label that they can use to send the package all the way back to you.
That being said, it’s reasonable to assume that self-service returns are the king of eCommerce return processes when it comes to increasing convenience and efficiency for you and your consumers.
Let’s take a closer look at what a successful self-service return center is and how to put it into action for your company.
“But my business is much more complicated!” Right? We know that, when it comes to returns, there’s no one-size-fits-all, but let us walk you through this article to show you exactly how self-service returns can improve your returns process, so let’s go!