How to avoid post-holiday returns

11/30/2016 - Beatriz Rojo

We haven’t gone crazy with Black Friday and Cyber Monday sales, but the busy season isn’t over yet. Now, with the holidays coming, purchases go from being compulsive to well thought out and the goal isn’t to find the best deal, it’s to find the best gifts.

These days, the majority of purchases made are for others, meaning there are usually a ton of returns. This is mainly due to companies extending their return policy in an attempt to attract and retain more customers.

Your store is already more than able to withstand the avalanche of customers, so if you have your stock under control, you only have to pay attention to how you present the items on your e-commerce. You don’t want a situation like Amazon’s oversaturation of orders to hinder you being able to deliver your customers’ orders before the holidays.

Of course, you have to have a good logistics service becasue it’s crucial that packages arrive on time, especially on such key dates. However, even if you deliver it four days ahead of schedule, if your customer opens a different product than what they expected, the first thing they’ll do is return it.

“I got what I bought!”

It seems stupid, but many users are frustrated with the purchases they make on the Internet, almost 25% of global shoppers have bought a fake product.

But you don’t have to go as far as fooling a customer for them to be disappointed with their purchase. It’s enough that the color, fabric, or size doesn’t match the images that they saw in your store or that the features don’t coincide with the specifications of the product page.

It’s ok that you can’t control one user’s expectations for something that they bought but your obligation as a sales agent is to alleviate the deception that exists in the online world and, at the very least, you should show images that honestly represent the product so there are no surprises later.

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“This is what you’re going to buy!”

A good photo is a guarantee but we know that even with that, customers have reservations and it’s crucial that customer service solves every problem without the customer leaving the page. If you ensure the customer sees the product images as they appear in real life, you can avoid a lot of disappointment with consequent returns.

When you attend a customer with Oct8ne, not only are you offering more fluent communication, you’re also offering a visual solution where you can share images and even videos of your products. Therefore, you can anticipate a possible return.

If a customer needs a better view of the product they want to buy, the attending agent can show them, in real time, any photo that they have of the product. If they don’t have a picture, they can show it directly using the webcam.

By doing this, users feel like they’re in a physical store and can see everything they need to regarding a product in real time. Furthermore, according to the study we did based on our customers’ experience, interacting with stock images while you attend a customer inscreases their intention of making a purchase.

Another advantage is that users can also share images in the coviewer by uploading them from their computer or taking a picture with a mobile phone. As such, they can send a photo of the product they just received and be able to manage the situation before a return ocurrs, or make sure it follows the return policy.

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