If you use an eCommerce business model, you probably know some of the fundamentals. You know that you need to create products and provide services your clients will love. You know you need strong branding efforts and a dynamic marketing campaign that captures customer or client attention.
However, you also probably know you can’t satisfy each client or customer every time. You might send a customer a product or provide them with a service, and they may not like it for some reason. They might demand a refund, and you must provide it quickly when that happens.
In this article, we’ll discuss four ways to ensure seamless returns for your eBusiness. When a customer needs a return, you’ll build a positive industry reputation if you can facilitate that return quickly and painlessly.
You Should Have an Easy-to-Navigate Website
If you learn about eCommerce from experts, many of them might touch on returns. They know that returns matter just as much as providing scintillating services and products.
Say that you provide a client with a service or product, but it doesn’t work out for them. If you sell products to a couple of hundred customers, it’s likely at least one or two won’t want to keep them. Maybe you send them a defective product, or they discover it doesn’t meet their need for some other reason.
They will probably go to your website before they do anything else. Likely they bought the products or obtained the services there as well.
You need to make sure the return process on your site is obvious and easy. If a buyer wants to return something through the site and they experience a convoluted or drawn-out process, that won’t win you any points with that customer. They might go with one of your competitors next time they want a similar service or item.
You Can Set Up a Chatbot to Answer Return Questions
You can also set up a chatbot to respond to customer questions on your site if someone goes there wanting to return an item and get a refund. You can program the chatbot to answer common questions regarding returns. If you’re unsure what return-related questions a customer might ask, you can conduct a focus group to find out that information.
You can create a bespoke chatbot yourself to feature on your site, or you can hire a company to make one for you if you don’t have the expertise to do it yourself. Either way, if your customer can set up their return with the chatbot instead of needing to speak to a flesh-and-blood employee, that should save your business both money and time.
You Should Respond Quickly on Social Media
Someone will probably know to go to your site to start a return, but some people will reach out to you through social media before doing so. Maybe they want to express their displeasure with your service or product using a public forum.