When optimising customer service, merchants should also look into enhancing their returns journey. A survey found that 95% of customers agree that a negative return experience will make them less likely to shop from a brand again.

To build trust and boost customer loyalty, you need to make the returns journey simple and effortless. Consider using tools like PostCo to automate the returns process:

• Incorporate a user-friendly returns portal to offer frictionless, self-serviced returns. This way, customers can handle the entire process on their own, without having to go through a lengthy customer support process
• Offer instant exchanges and bonus store credits. This not only helps to resolve the issue quickly, but also incentivizes customers to shop from your store again.

By making the returns journey a positive experience, you can create happy customers and build long-lasting relationships with them.