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

The role of contact center leaders is elevated as product returns continue to grow.

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%.

This ebook explains how contact center leaders can best manage and prevent returns by: 

• 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.