For brands who lean heavily on digital commerce, ensuring a seamless customer experience while controlling costs is a constant balancing act—especially when it comes to returns and refunds. Frequent refund requests can lead to significant financial losses and damage to a brand’s reputation. Without the right systems in place, it can be difficult for agents to encourage reshipments over refunds, potentially undermining long-term customer loyalty.

One major e-commerce brand faced this challenge head-on. They needed to train agents to prioritize reshipping or replacing lost or damaged items to meet customer expectations while preserving trust. While refunds are sometimes unavoidable, the brand sought to reduce their frequency and associated costs to protect both their bottom line and customer relationships.

The Challenge

Although agents were directed to follow certain measures and obtain approval before offering refunds, they frequently bypassed the process to resolve customer queries faster. This resulted in over 60% of cases defaulting to returns. Our partner recognized the need for a compliance solution that could reinforce best practices and behaviors for agents to increase the number of reships.

Our Solution

We implemented Laivly’s digital intelligence tool Sidd Pro to assist agents with carrying out the appropriate appeasement process and minimize losses. The automation tool pulls up customer history for each case to analyze data and predict effective workflows for agents. This allowed agents to better assist customers and walk through alternate appeasement solutions. The refund option was locked until the agent completes the correct steps, ensuring they don’t default to this option. The tool allowed our partner to identify and address challenges quickly without overhauling QA or training processes for agents.

Our Results

We piloted Sidd Pro on a small group of new agents first. The results showed a positive change in just one week.

• Reships increased from 38% to 48%
• Average monthly savings increased to $112.56 per agent
  
  

After seeing these results, we expanded training to a group of tenured agents. The results were even more impressive.

• Reships increased from 48% to 58%
• Average monthly savings increased to $343.71 per agent
• 358% ROI
  
  

Conclusion

The outstanding results demonstrate the powerful impact of automation technology in improving customer satisfaction and optimizing agent workflows. With the continued use of this agent assist tool, the brand will see more savings and less reships. 

Learn how automation solutions can optimize your operations, boost agent productivity, and deliver an unparalleled customer experience.