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Guide
From pain point to opportunity: How self-service returns empower customers and boost revenue
Most retailers see returns as a challenge, but smart brands turn them into opportunities. This guide uncovers how self-service solutions reduce friction, improve satisfaction, and even decrease return rates.
July 23, 2024
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Our returns experience management solution can help turn returns into revenue, retention and loyalty.
Guide summary
Most retailers dread returns. They see them as a cost center, a customer service nightmare, and a lost sale. But what if you could flip the script? This guide reveals how leading retailers are using a powerful (and surprisingly simple) strategy.
In this guide, you’ll learn about
- The hidden return pain points that are costing you customers (and money!)
- How a self-service portal empowers customers and reduces frustration
- Real-world results: See how Conrad Electronics reduced returns by 5% and boosted customer satisfaction with a self-service solution.
Returns don’t just impact logistics—they shape customer retention and brand loyalty. A poor returns experience leads to lost revenue and frustration, while a seamless process turns returns into a competitive advantage.
Key stats that matter
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Nine out of ten shoppers are influenced by a brand’s returns policy
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Over half of consumers want access to their returns status at any time
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Fewer returns on average after switching to parcelLab since customers are empowered to make smarter returns decisions
Without a structured returns process, retailers face unnecessary obstacles that create frustration for both customers and support teams. Common pain points—like lack of communication and reliance on third parties—can be eliminated with the right approach.
Friction points when retailers don’t leverage self-service returns
Customers frequently contact support teams for return updates, leading to high inquiry volumes and unnecessary strain on service agents.
Relying on carriers for return updates redirects traffic away from your brand, creating inconsistent messaging and a disconnected customer experience.
Without return visibility, customers feel left in the dark, leading to frustration, confusion, and more support inquiries, while retailers lack key insights to manage returns efficiently.
Retailers who embrace a customer-centric returns strategy see tangible results. By implementing self-service returns, brands like Conrad Electronic have reduced return rates and improved customer satisfaction while cutting operational costs.
parcelLab has made a real difference in how we handle returns. Now, with a more streamlined returns process, we can efficiently manage the surge in customer inquiries and save on costs.
Silvio Heider, Process Management Expert, Conrad Electronic SE
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