Did you know that in many retail sectors, January is now known as “Returnuary”? That’s because more than $171 billion in merchandising returns are returned in America (and nearly £ 1.5 billion in the UK).

But what if there was a better way for retailers and customers?

Keeping the customer relationship alive

Retail is all about the customer experience. We know that from the retail companies 8x8 works with, including Halfords and Lacks Furniture. Poor CX lessens the likelihood of a returning customer, an increase in CSAT scores, and repeat sales.

We’ve spoken with several retailers and their customers to identify retail challenges, and the aftersales experience is a key theme that many have highlighted time and time again.

For retailers, there’s a growing acceptance that the sales relationship no longer ends with the purchase and that a good post-sales experience increases customer loyalty and the likelihood of a returning shopper. Where relevant, a good post-sale experience can help onboard and activate items or warranties where necessary, provide a more personalized experience, provide support, or help with returns and refunds.

There’s a need for better, and we’re here to help deliver that.

Sweetwater Sound delivers high-level customer experience

A solution for a better post-sales experience

With our new solution, 8x8 Aftersale Assist, retailers can deliver a better post-sales experience by contacting the customer. This allows you to engage with them in a more personalized manner to either deal with any issues they may have or to take their connection with the brand to the next level. It’s also about minimizing the chances of things that impact your profit bottom line, like returns.

A return can be for a number of reasons. However, just over 20% of online shoppers have admitted to returning non-defective electronics due to frustration or confusion around installing or using the product.

This is especially an area where 8x8 Aftersale Assist can help.

So how does it work?

How 8x8 Aftersale Assist works to drive better customer support

  1. Once your customer receives their new purchase, they’ll get an automated SMS from you offering help with setup or installation.
  2. They can then respond to the SMS and choose to either connect with an agent right away or schedule a consultation for a convenient time using our AI chatbot, 8x8 Intelligent Customer Assistant.
  3. When their consultation time comes, one of your agents will reach out to troubleshoot any issues they might be experiencing.
  4. To simplify it, the agent will send a link directly to the customer’s phone. They just tap it, and their camera opens instantly (no app needed).
  5. The customer points their camera at the issue, allowing your agent to see exactly what's happening, capture any necessary photos, add notes to the account, and quickly provide the setup assistance they need.

This process ensures a seamless experience that leaves your customers feeling supported and satisfied. Here’s an example of how the video elevation part can work:

Have you ever been frustrated trying to build a desk, a piece of furniture, or something like a doll’s house? 8x8 Aftersale Assist could help relieve that stress and anger.

The financial benefits of providing after-sales assistance

Obviously, there are happier customers and (hopefully) fewer returns and refunds, making it a win-win. It also provides a more personalized experience as customers can talk directly with the company.

There’s more to it though: it could also help cut down on fraudulent returns. When asked, 70% of shoppers revealed in a Statista report that they had made false damage or refund claims. That will be harder to do if you talk to a person beforehand, as they can verify if a return is warranted.

Smooth onboarding for life-long customer loyalty

Getting your customers onboarded correctly from the start is crucial to ensuring they continue to use your products and remain loyal to your brand. 8x8 Aftersale Assist helps you create a seamless onboarding experience by providing proactive, personalized support that addresses potential frustrations before they become problems. With features like Video Elevation and automated outreach, you can guide customers through setup and ensure they’re using their new purchase with confidence.

A smooth onboarding process does more than just help customers use your product—it builds trust. When customers feel supported from the very beginning, they’re more likely to stick around, make repeat purchases, and best of all recommend your products to others.

8x8 Aftersale Assist gives you the tools to proactively check in with customers, offer help where needed, and ensure they’re getting the most out of their purchase at a time that’s an exciting time for them. Existing customers will also value check-ins, which could potentially result in more revenue for you.

8x8 rings up supermarket success

There for the retailer and the customer at every point of the retail journey

8x8 Aftersale Assist isn’t our only offering to the market. We also have 8x8 Sales Assist, designed to improve the overall customer experience and accelerate revenue by streamlining how organizations approach sales and service in the contact center.

Success starts with sales

There’s a lot of reasons to consider a solution like Aftersale Assist. In most sectors, retail is going to continue to be a competitive field. On top of that, stats suggest that the returns market is only going to get larger throughout the rest of this decade. That Statista report we mentioned earlier? It predicts that the returns market will reach $954 billion worldwide by 2029 so this isn’t an issue that retailers can afford to ignore.

A lot of work goes into capturing every customer and securing every sale. Now, the technology is there to let you keep them even longer.

Minimize your Returnuary blues

Contact us to learn more.