Additionally, retail tech provides retailers with the tools to meet customers where they are at.
“This looks like proactive and tailored communications that give customers full transparency into the status of their orders,” Buxhoidt explained. “This is especially crucial as the holiday season approaches and supply chain delays begin to impact customers. Open communications from a brand keeps customers satisfied and are an opportunity to reduce operating costs by minimizing where is my order and WIMSR requests.”
One of the best strategies to minimize returns and improve customer experience is to provide customers with the tools they need to make better buying decisions.
“Retailers must improve their product descriptions, imagery and sizing charts to empower customers to find what they are looking for,” Buxhoidt said. “It is also important to include your brand’s return policy at checkout to avoid customers getting stuck with unwanted merchandise. Returns are inevitable, but retailers must be as transparent as possible to prepare for the holiday shopping season.”
Offering customers customized resources to navigate the post-purchase experience can decrease customer service costs and reduce returns. Additionally, brands can benefit from further establishing brand differentiation and voice in an increasingly crowded marketplace.
“Retailers deploying personalized post-purchase communications can expect to see increased traffic conversion, repeat purchases and less abandoned carts,” Buxhoidt said. “Retailers increasingly have more tech partners at their disposal, and upgrading the post-purchase customer experience is key to ensuring growth for years to come.