Happy Returns, a return software and reverse logistics company, provides a packaging-free, in-person way for customers to return an online purchase for an immediate refund.
See how the Happy Returns team uses real-time feedback to help them maintain their brand promise and their industry-leading NPS of 93, all while launching a new contactless return process for COVID-19.
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Learn more about the Delighted features they used to enable their real-time stream of customer feedback and reinforce customer and partner success:
The entire organization is steeped in a constant livestream of feedback. NPS scores and comments are reviewed daily by the customer service team, read aloud at team meetings, integrated into Slack, and also shared with Returnistas at Return Bars.
Customer success managers use Delighted to showcase common themes in the feedback to retail partners to demonstrate customer value.
Stephanie Lacey, Director of Enterprise Partnerships:
“We have seen time and time again that some of the biggest returners are the most valuable customers to have, and that’s kind of a difficult point to prove without shopper feedback. Some of the comments that we routinely see through the Delighted surveys are things like, ‘I’m more apt to shop Everlane as long as they partner with Happy Returns.’”
All of that feedback also shapes the product roadmap, influences Return Bar locations and signage so that they’re easy to find, informs how Returnistas are trained to process returns, and feeds into new solution refinement, as in the case of the new contactless Return Bars for COVID-19.
Alyssa Baroody, Manager of Retail Success:
“Pre-pandemic, our focus with Return Bars was really simple: make sure that the shopper is happy. Post-pandemic, we definitely had to utilize the NPS data from Delighted in a very different way, the biggest one being monitoring the new process that we had put in place to make these in-person returns contact-free.
We felt a lot better about making these changes quickly because we were able to monitor through Delighted and the NPS data and the comments that they were providing us to be able to quickly recognize any issues with the new process that we were putting in place. It was a really great way to reassure our current retail partners that their customers still love to go to the Return Bars.”
Rachel LaConti, Manager of Retail Partnerships:
“When thinking about the environment during a pandemic and what reopening was for retail, having customer feedback has been really important to make sure everyone was comfortable shopping in your stores, that your store associates and shoppers felt safe while performing in-person returns as well.”
The systematic integration of customer feedback across the organization ensures the customer-facing experience is as smooth as possible.
Andre Julien, Senior Manager of Operations:
“My favorite Delighted feature is its flexibility and the different amounts of integrations that it has. We’ve integrated it with all sorts of tools – we’ve integrated it with Looker and Salesforce to allow us to get a 360-view of all different aspects for all different stakeholders in the company.”
In addition to a better returns experience for shoppers, both the retailers and Return Bar locations benefit from Happy Returns. Retailers lower the barrier to trying products as returns are easy if a purchase doesn’t work out. Happy Returns manages the reverse logistics for returns, lowering a retailer’s costs through aggregation and smart routing. And finally, in a time when foot traffic to retail locations is on a downward trend, Return Bar operators benefit from a steady stream of new shoppers visiting their stores.
As their customer experience program grows, the team will continue to help their retailers tie NPS scores on the return experience to increased customer retention and customer lifetime value.
Rachel LaConti, Manager of Retail Partnerships:
“Every department looks to Delighted to get that feedback and understand our NPS score to really make sure that we are providing the experience based on our brand promise. Our company name is Happy Returns, so we want our shoppers to be happy, our retailers to be happy, and our location partners to be happy.”
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