Product returns cause multiple problems
The overall return rate for computer and consumer electronics products can range from 3% to 15% of product sales (Source: TechSee).
- Lost revenue as the sale is refunded
- Expense of handling the return, either store return or delivery pick-up
- Technician call-outs
- Reputational damage and complaints
- Increased environmental impact
We can reduce product returns on website sales by 20%.
18% drop in NTF (no-trouble found) returns for a consumer goods company
Bespoke process to suit your product mix
We will recommend a process to suit the products you sell. For electronic and electrical goods, self-serve and assisted troubleshooting is especially important. For large, bulky items, triaging goodwill offers to save the sell is critical to keeping costs low. We can manage the end-to-end process (see diagram) or any one step.
Returns management process steps
troubleshooting
on arrival or set-up problems
support space
goodwill opportunity
refunds management
communications
management
management
How we reduce returns
We reduce returns by improving the customer journey and using technology to support agents make better decisions:
Streamlined customer journey
using videos, messaging and visual IVR to make it easy for customers to share visuals early in the process.
AI tools
to support contact centre colleagues on troubleshooting, goodwill triage and potential fraud.
AI-driven visual self-service
to help customers with set-up and use.
Proactive communications
on changes to delivery timeframes.
Contact centre support,
onshore, nearshore or offshore
Talk to us
To find out more about how we can help you reduce product returns or to discuss an initial assessment, get in touch.