Topgal uses Retino to pursue extra customer care. This strategy turs out as highly profitable in the long run.
Mr. Zoltán Korcsmáros is the leader of customer support at Topgal.sk. We talked about ther returns and exchanges solutions and about their approach towards customers generally. Topgal.sk is rated 99 % on Heureka.cz (Czech shopping portal). Mr. Korcsmáros revealed some of the steps which contributed to such amazing rating.
What is your sortiment?
We mostly sell bags and briefcases for students.
You are very highly rated on Heureka.cz. What is your secret?
Yes, out of almost 5000 reviews, we have got only about 40 negative ones. We are trying to provide an absolute maximum to our customers. Sometimes, it´s not that easy, but we believe our customers will appreciate the effort and remember the positive experience in the future.
What does your “maximum” look like?
For example, regarding our exchange process, the services we provide comply with the highest standards. We are offering the customer a substitute back or briefcase which they can use during all the period of exchange process. The customer can send their exchanged product in the box the substituted bag came packed in.
After resolution to the exchange problem, the products simply switch. This way, we try to make the experience easy for customers. Our products are used daily and their absence could mean inconveniences otherwise.
How did the Retino implementation go?
It was really easy. We got Retino recommended by our parent e-shop Topgal.cz. They use the same e-shop system. Subsequent generating of the order feed and connection was all a matter of moment.
The very setting of processes and automation rules took us about two days. The automation then replaced all the repetitive work we had to do before.
How many employers do you need to operate Retino?
Just me and my colleague. Thanks to pre-configured processes and automation, we can monitor each ticket. We don´t miss anything and don´t interfere each other´s work thanks to perfect allocation of tickets.
How did you deal with returns and exchanges before?
We were using a tool similar to Retino and available in the Czech Republic and Slovakia. We got Retino recommended by our parent company. That´s why we didn´t hesitate with its deployment. We were happy to leave old system, mainly for the lack of flexibility and inability to set our own processes there.
What are main benefits Retino brings to you?
Retino app helps us control the process as a whole. Creating a new ticket is really easy. We appreciate the most that we no longer have to re-write customers´ data again and again. Now we have everything prepared after a few clicks and customers get informed about every step we make. This way we save a lot of time.
Moreover, during the most intense season when the biggest portion of our turnover is created, we can always rely on Retino. Nothing is missed and we have each ticket well outlined. The automation makes communication with customers much easier.
Also, we appreciate the quick and flexible support we get from Retino.
Would you recommend Retino to other e-shops?
Thank you for the interview!
Topgal has made a short video describing how the process of returns and exchanges works in our e-shop. Take a look!