Innovative Retail Technologies

MAR 2013

Innovative Retail Technologies (formerly Integrated Solutions For Retailers) is the premier source for innovative yet pragmatic technology solutions in the retail industry.

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Omni-Channel Retailing the information readily available. Online shoppers repeatedly tell us they want the entire process to be easy, from research to purchase to return. Of the online consumers we recently surveyed, 76% of them stated that a clear return policy was a significant factor in their purchase decisions, a significant number for any retailer. What are some of the things the online consumer is looking for in a returns management policy? Smith: Obviously the clear instructions is number one, but a close second is the ability to print return labels online. Customers want the ease of printing the labels at home, repackaging the product, and calling for a pickup. They do not want to have to wait for return authorization and a label to arrive in the mail two weeks later. They want to be able to put it on their front step and track it all of the way back to the retailer. Another thing consumers are looking for is that same return label to be right in the box with the receipt and packing slip. This eliminates a step for them, and it really adds very little cost to the retailer. Something else consumers love is being able to make the return at a physical location. Obviously this is limited to retailers which have brick-and-mortar locations and has limitations due to distance, but it is something consumers really seem to enjoy. They like being able to go right in and make the exchange or return immediately. The good thing is this affords the retailer another opportunity to upsell or capture that possible lost sale by having well-trained employees assist the customer in finding a replacement product or additional complementary items. What about interaction with the retailer to initiate a return? Smith: Most consumers want to be able to talk to a live person, not just a customer service email address. They want support via a 1-800 line or online chat. The key to this is having personnel on hand in the call center who can accomplish the return and answer questions intelligently. They must know the policies and procedures and be able to offer the information on how the credit will be received. People want to know if it will be credited to their card, a gift card issued, merchandise credit, or a refund check by mail. Having the right people available to answer these questions can alleviate a lot of customer service issues and capture that repeat customer. ■ TRANSFORMING HUMAN CAPITAL MANAGEMENT WITH A SINGLE APPLICATION Move your HCM from a collection of disparate systems reliant on fragile interfaces to a single, robust, real-time application. One employee record, one user experience and zero interfaces. LEARN MORE AT WWW.DAYFORCE.COM/HRE OR CALL FOR A DEMO AT 1 (855) 329-3672 March 2013 ● RetailSolutionsOnline.com 23

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