3 Schritte zur Vereinfachung des Retourenprozesses für ein hervorragendes Kundenerlebnis

Die Rolle von Contact Center-Führungskräften nimmt infolge der steigenden Zahl von Produktretouren an Bedeutung zu.

In 2021, NRF reported that shoppers returned approximately $428 billion in merchandise, which accounted for 10.6% of total 2020 retail sales, mostly driven by online purchasing. 2022 has the same fate. Projections of e-commerce growth continue to rise, as evident with Deloitte’s projection that e-commerce holiday sales will grow 11% to 15%.

In diesem Ebook wird erklärt, wie Contact Center-Führungskräfte durch die folgenden Maßnahmen Retouren am besten verwalten und verhindern können: 

• Improving the self-service experience to enable customers to initiate their returns without the need for human-agent interaction.
• Streamlining the agent experience to minimize the cognitive burden of tasks, screens, and basic questions, so that they can focus on providing empathetic service and driving growth.
• Creating a feedback loop that tackles the root reasons of why customers are returning things in the first place.