Returns are a necessary part of ecommerce, and they’re the first thought for customers who aren’t 100% satisfied. However, if you can intervene when customers go to return an item and instead redirect them to exchange the item, you’ll protect your revenue.
Who does this? Jaxxon launched a live chat on their return portal powered by Loop and reduced their return rate by 4%.
Why a 0.02% lift? We came up with 4% as a benchmark for reduced return rate from Jaxxon’s results. As returns typically represent 5% of orders, you could expect to protect 0.02% of your revenue.
How to implement this tip? Sign up for a live chat platform and set up chat on your returns page. You can pre-load the chatbot with frequently asked questions and, once agents have finished their ticket queue, put them on live chat duty.
📚 Get more context and in-depth tips in our article on reducing returns.