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3 steps to ease the returns process for an excellent customer experience

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A função dos líderes de contact center é destacada à medida que as devoluções de produtos continuam a aumentar.
In 2021, NRF reported that <a href="https://nrf.com/media-center/press-releases/428-billion-merchandise-returned-2020" rel="noopener" target="_blank">shoppers returned approximately $428 billion</a> 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 <a href="https://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/deloitte-holiday-retail-sales-expected-increase-seven-to-nine-percent.html" rel="noopener" target="_blank">will grow 11% to 15%</a>.
Este ebook explica como os líderes de contact center podem gerir e prevenir as devoluções através de: 
<ul class="text text--16">
<li>Melhorar a experiência de self-service para permitir que os clientes iniciem as suas devoluções sem necessidade de interação homem-agente.</li>
<li>Simplificar a experiência do agente para minimizar a carga cognitiva de tarefas, ecrãs e perguntas básicas, para que possam concentrar-se em prestar um serviço empático e impulsionar o crescimento.</li>
<li>Creating a <a href="/pt-pt/blog/guide-to-call-center-feedback-loops/" rel="noopener" target="_blank">feedback loop</a> that tackles the root reasons of why customers are returning things in the first place.</li>
</ul>

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The role of contact center leaders is elevated as product returns continue to grow. Download the free guide to ease the returns process.

3 steps to ease the returns process for an excellent customer experience

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Relatório de pesquisa da Gartner, How Can Generative AI Be Used to Improve Customer Service and Support?

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