Every business wants to do the best that it can regarding customer service. After all, it is the customers that can make or break our businesses. But, over the years, customers have gotten used to expecting retailers of all kinds to offer flexible return policies. In fact, they demand them. Retailers will do it too if they intend to build a loyal customer base. Each and every sale matters, so in this competitive world, companies must oblige.
Returns have never been higher. Instead of spending time with the customers troubleshooting their problems, it’s far easier to just accept the return and send it back to the manufacturer (or liquidator). Then, issue a replacement or credit for other in-store merchandise.
COMMON REASONS FOR RETURNS
Of course, there are countless reasons that a customer may want to return their product. It could be simply buyer’s remorse or perhaps there were defects in the product. Regardless of the reason, customers expect an easy return policy.
The most common reasons can be narrowed down to virtually every circumstance for the return:
Technical products, such as computers or other electronics, are typically returned for two primary reasons. They are either technical issues or non-technical issues.
At present, most reverse logistics professionals categorize returns as either customer frustration or product defect/malfunction after the initial “buyer’s remorse” assessment. Of course, buyer’s remorse is a vague term used to describe several reasons for the return. As a result, retailers and manufacturers are not accurately linking the products to the basic reason for the return. For instance, a percentage of buyer’s remorse returns are most likely caused by a technical issue that can be resolved, thereby avoiding the return.
The basic functions of the reverse logistics process are:
STRATEGIES TO REDUCE RETURNS
These essential stakeholders within the reverse logistics process have created comprehensive strategies to reduce and avoid product returns.
These strategies have effectively reduced returns due primarily to non-technical reasons but not necessarily for technical reasons. Also, many of these strategies are costly and time-consuming to implement. Of course, Reverse Logistics stakeholders understand the importance of creating better strategies.
USING TECHNOLOGY TO AVOID RETURNS
Computer vision, powered by Video and Augmented Reality, is an emerging technology that companies can utilize to reduce product returns due to both technical and non-technical reasons. Visual assistance allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement.
Remote Support agents use this technology to see what the customer or technician sees through their smartphone cameras so they can be guided to a resolution. Instead of using words to explain the troubleshooting steps which can often be misunderstood, they are visually shown step-by-step actions to take.
Visual assistance powered by Computer Vision AI offers instant access to a trained AI system without holding in a phone queue or waiting for a service call. The benefit of AI virtual assistance technology is that it provides an automated and interactive self-service experience, saving time and money.
If you are ready to learn more about minimizing or avoiding returns, we invite you to visit us for a more thorough assessment.