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:

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