3 Tips to Lower the Cost of Your Post-Holiday Returns
As Post-Holiday returns ramp up after the holidays, brands brace for a busy Januarys.Thought the Shopify merchants witnessed a record-breaking BFMC sales in 2022, there is still a good likelihood of merchandise being returned once the season is over.
Post-holiday returns tend to be a source of friction for both consumers and retailers. But with these strategies shared in this blog, you can reduce your shrinking profit margins and cut losses. Let’s check them out!
Service Agents to the rescue
To ensure the post-holiday experience for customers is delightful, Your Service teams need to be at their best. Simply put, you must equip your Service teams with the right tools to help them deliver lightning-fast, personalized experiences.
Service agents can mitigate loss, save sales, and transform every return into an opportunity when they have the right resources at their disposal.
Here’s how you can empower your Service teams to deal with post-Holiday Returns
1. Give agents a 360 view of customers’ information
Customers want to feel acknowledged and heard, especially when initiating a return. When teams work from a single source, customers get a smooth experience, quick service, and a feeling of being understood. However, most customers believe sales, service, and marketing teams don’t collaborate.
To rectify this, equip agents with a connected platform like Salesforce CRM to view the entire customer journey in one place. When customers’ chats, accounts, and orders can all be seen in one place, agents can discover new chances to cross-sell or convert returns.
2.Use Collaborative Commerce tools to speed up service and reduce costs
Agents often have to run pillar-to-post for approvals when dealing with holiday returns. This not only delays service but also frustrates the customers. To deal with this issue this season, businesses can leverage collaborative tools to make the information needed by agents readily available to them instead of siloed on another team’s platform.
Bringing together various systems in one console is advantageous as it expedites the agents’ response time and allows them to manage returns without juggling multiple tools.
3. Reimagine your brand loyalty program to keep shoppers coming back
According to a Report, 89% of consumers say they would be less likely to buy from a store that had a bad returns experience. On the other hand, 97% are more likely to make another purchase if their returns experience was positive.
Hence, Equipping your service agents with the right tools can result in more than just cost savings – it can lead to customer loyalty and trust. After all, that’s what you’ve worked hard to acquire over the holiday season and having a returns strategy that empowers your service agents is essential for retaining them.