The Challenge

A leading e-commerce brand partnered with IntouchCX to improve their reship rate and save on costs. The brand faced several challenges: products not being delivered, arriving damaged or customers requiring a different size – all resulting in some profitability gained if re-shipped.  In contrast, issuing refunds yielded no profit. Unfortunately, over 60% of our partner’s customer appeasement cases ended in refunds, leading to significant financial losses.

Our Solution

In response to the brand’s challenge of managing returns and appeasements efficiently, we introduced Laivly’s intelligent automation platform, Sidd Pro. By integrating Sidd Pro, we layered intelligent automation over the brand’s existing tools without needing backend APIs, enhancing flexibility and control. This system required agents to prioritize reshipping before processing refunds and effectively locked down the refund option directly on the screen, necessitating a manual override to access it. These measures guided agent behavior towards more cost-effective resolutions and allowed for real-time monitoring and adjustments.

The pilot involved a small group of new agents handling a specific use case, where we initially established a baseline by reviewing approved expense tickets. Following the implementation of Sidd Pro, we saw a marked improvement in operational efficiencies. Automation streamlined the decision-making process and ensured compliance with the new procedural standards set by the brand. As agents became more adept at utilizing the platform, the results further improved, leading to significant cost savings and a strong return on investment (ROI).

Our Results

Within just one week of using Sidd Pro, new agents significantly boosted their average reship rate, leading to substantial average monthly savings per agent. Continued usage of Sidd Pro resulted in ongoing improvements in ROI as more use cases were integrated.

Here are the key results our partner achieved through our automation solution:

• 358% ROI for one use case
• 53% increase in reships
• $343 average monthly savings per agent
• 21% improvement on baseline reships after one week