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The Importance of Effective Communication with Consumers

Communication in the return process starts when you write your terms and conditions. If they are simple and do not discourage your customers, the customers are likely to continue shopping. As a result you can establish a deeper relationship with them. Good communication is the key to retaining your customers.

When a customer chooses to return a product he needs to reconnect with their e-shop.  An effective communication process with the customer at this stage of purchase is important to reduce uncertainty and maintain loyalty to your e-shop. 52% of customers are likely to go somewhere else to get their products if they have a poor customer center experience.

Customers expect simple and seamless communication. They don’t want to remind the e-shop about their problem and want the return process to be resolved quickly. 71% of customers expect to receive a response on returned goods within 2 days. More than a half of these customers expect a response within 1 day.

When checking online reviews, note how often your customers refer to a customer service. Their experience reflects negatively or positively on the e-shop. It is one of the main factors that affects the next purchase.

All it takes is for one customer to be neglected. More than 50% of customers with poor customer center experience share it with more than 5 people. 88% of customers are influenced by reviews of the quality of customer service.  The key feature of your e-shop is the way how you communicate.

Karolína Alvaradová – creates a perfect return process at Retino

Why a Good Return Policy Is Important For Retailers

For 91% of customers, a return process is an important factor when making a decision about future purchases. If the process is difficult for them, they won’t return back. 

The risk of shopping via the internet is that a customer can’t touch the product and may have to return it. The return process is an unpleasant thing, and if the process is problematic, the customer might think of purchasing goods at some other retailer. On the other hand, if the customer is satisfied with the process, for example, he is reimbursed for returning postage charges, he will spend from 158% to 457% more in the next two years. 

E-shops intuitively try to minimize the number of returns, yet western markets show that returns on the other hand are increasing. Therefore the right strategy is to face the problem and try to make the return process efficient and keep the customer satisfied. A simple return process can increase customer confidence and ensure that they will be willing to order more products in the future. Simplifying the customer’s return can be approached in several ways. We’re going to dig deeper into this topic in the future, in the meantime the following insights should be considered:

• 60% of customers read your terms and conditions before buying a product. When they are written poorly, the customers won’t buy anything.
• 81% of customers want the company to pay for their return postage. 
• Only 10% of customers don’t read online reviews.
• 54% of consumers think a good review is an incentive to visit your website.

Many Czech e-shops still don’t see return policies as a key to increase their revenue. However, with growing competition, it is only a matter of time when it will become necessary to take further steps to maintain the loyalty of our customers.

Karolína Alvaradová – creates a perfect return process at Retino