Although the Christmas period is one of the most profitable in terms of sales for shops, in January comes the other side of the coin, and that is that during this month most of the returns are managed, approximately 75% of the purchases made during December are returned with the arrival of the new year.
Within e-commerce, this translates into 1 in 3 products being returned. To minimize this impact, having an adequate infrastructure in terms of logistics and customer service will be crucial, especially when it comes to controlling expenses.
But where should we start? Simplifying the process will be the key to good management, so we must not forget to place the customer at the center. Providing customers with up-to-date and immediate information about the returns process, providing them with the nearest service center, giving them information about shipments and follow-ups, or informing them about the conditions of the rates will be essential for the final satisfaction of the customer.
In terms of customer satisfaction, the WhatsApp Business API channel offers advantages that very few channels can offer:
-Facilitate two-way communication: Through WhatsApp Business API, companies and customers will be able to interact, solving doubts and providing updated information about the services and products available.
-A free service: The use of this service is totally free for end customers, it will not involve any cost.
-Interactive messages: Not only can you send messages, you can also send videos to better explain a service or files that the user can download. As an example, labels for returns.
-A secure communication channel: WhatsApp verifies the authenticity of business accounts very thoroughly. Add to this end-to-end encryption and two-factor authentication (2FA). In conclusion, it is very difficult for there to be cases of fraud or misleading advertising, apart from the fact that no one will be able to use the name of your company to talk to your customers.
-Integrated with your Call Center: If your client still has doubts or simply prefers to talk to an assistant, whatsApp Business API offers the possibility of integrating it also within your call center.