FedEx Home Delivery – Faster than UPS?

FedEx_Home_Delivery_logoSupportSync has added support for FedEx Home Delivery service to our INTEGRATED SHIPPING MODULE.

The Home Delivery service is – according to FedEx – faster to more residential locations that UPS Ground.

“In fact, Saturday is a standard delivery day, so there’s no additional charge. Plus, FedEx Home Delivery is supported by a money-back guarantee.” – FedEx

Find out more about FedEx Home Delivery here.

About SupportSync RMA Software

SupportSync lets you create and track product returns and prepaid labels for your customers. You can create returns from Zendesk and Freshdesk, and shipping is built-in. FedEx Home Delivery is just one of the shipping services that we support.

We also enable the creation of prepaid return labels, even by your customer service reps. Most customers now expect for companies to pay for return shipping. SupportSync makes the process of generating prepaid return labels a lot easier and lets you include the whole team so everyone is on the same page.

Perhaps the most important benefit of returns management software is transparency: The customer service manager, shipper and the customer themselves need easy access to the latest info and insight into each others’ workloads and contributions. Access to customer feedback is also extremely important.

Get Started with SupportSync Today!

Top 5 Ways to Make Automated Customer Service More Personal

Top 5 Ways to Make Automated Customer Service More Personal

Personalized customer service is often the most effective approach. Customers like to feel heard, understood, and catered to when paying for products and services. But with the rise of automation, there is a clear disconnect. The gap between personalization and automation seems to be too wide to mend without losing on either end. If your customer service costs rise too much, is personalization worth it? If your customers are feeling neglected or unsatisfied with the support you provide, will you lose them quicker?

Here are our top five ways to make automated customer service more personal than ever before, so you don’t have to miss out on efficiency or creating the best experience.

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3 Ways to Minimize Profit Loss from Holiday Returns

3 Ways to Minimize Profit Loss from Holiday Returns

Profit loss from holiday returns is inevitable. It is important to arm your business with the right tools from the start to minimize your losses. But it isn’t too little, too late. Even if you may not have set yourself up for success this holiday season, there are still ways to cut back on profit loss and maybe even – dare we say – increase post-holiday sales!

Here are three ways to minimize profit loss from holiday returns that you can use now.

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Create and track RMAs in Freshdesk with new app!


SupportSync is pleased to announce the availability of our new app for Freshdesk. Now Freshdesk users can create and track customer returns (RMAs) without ever leaving the Freshdesk platform.


SupportSync manages all aspects of your Product Returns Management process in one easy-to-use cloud-based system. Some of SupportSync’s RMA features include:

  • Improved Efficiency
  • Case Tracking
  • Automated Updates
  • Expedited Shipping
  • Integrated Shipping
  • Improved Customer Service
  • Real-Time Return Status
  • Reduced Errors
  • Quicker Resolution
  • Lower Customer Attrition

Our RMA software helps small to medium-size businesses handle product returns in an efficient, customer-friendly way. Track returns, quickly view customers’ service history, and get real insight on why your products are coming back and how your team is performing.

Our integrated shipping features allow you to print labels and packing slips from your Endicia (USPS), UPS, or FedEx accounts, create and send prepaid labels, print labels for single shipments, or run a batch process for multiple shipments without ever leaving the SupportSync application.

Always have a clear picture of service history, including cases, returns, and parts requests. Our portal makes it easy for your customers to contact you and get status updates. SupportSync also provides apps for Zendesk and Freshdesk that make it easy to create and track returns without leaving either platform.

Get the Freshdesk app here:

How to Successfully Scale Customer Service as Your Small Business Grows

Successfully Scale Customer Service as Your Small Business Grows

When your small business grows, one of your first thoughts should be how to scale customer service. How can you maintain the same level of care for your customers when you double or triple in size? This is a challenge every small business hopes for, yet when it arrives it can be a daunting task to face. Your customers, new and existing, expect the highest level of customer service. It is not only your job to deliver that but to also ensure no disruptions to their experience despite any changes – positive or negative – happening in your business.

Here are a few effective ways to scale your customer service operation effectively as your small business grows.

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7 Ways to Improve Customer Service in Spite of Product Returns

7 Ways to Improve Customer Service in Spite of Product Returns

Nearly every company seeks to improve customer service despite inevitable product returns or common customer complaints. In fact, that tends to be when we care the most. How does your company measure against the competition? Do your customers’ opinions of your company or brand change once they need to return a product? How easy is it for them to take the necessary actions to return your products?

Here are 7 ways to improve customer service in spite of product returns.

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3 Brilliant Ways to Solve Your Reverse Logistics Issues

3 Brilliant Ways to Solve Your Reverse Logistics Issues

According to the National Retail Federation, more than $60 billion of merchandise is returned each year. This number, while already staggering, continues to rise each year. As more customers migrate to online shopping, we are faced with a higher likelihood of returns.

This is a challenge. Regardless of the time of year, we are constantly trying to combat customer returns. We do not want to deal with inventory management, repackaging, or remanufacturing. Why would we?

The returns process is often a headache, and therefore something we fail to face head-on. But we can no longer afford to sweep it under a rug. We have a problem, and it’s got to do with reverse logistics!

Here are 3 brilliant ways to solve reverse logistics issues to minimize losses and maximize customer satisfaction.

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5 Ways to Stay On Top Of Your Product Returns

5 Ways to Stay On Top Of Your Product Returns

Managing product returns can quickly become overwhelming. Simply tracking return requests and managing inventory on a daily basis requires time and patience, let alone responding to customer inquiries and identifying patterns and trends to minimize your product return rate.

Here are 5 simple ways you can stay on top of your product returns process.

Use a Product Returns Dashboard

Keeping information about product returns at a glance is the best way to monitor and spot trends. Identifying patterns of behavior, commonalities among customers, inventory management issues, and more is all more easily seen with the use of a dashboard or master snapshot of your product returns.

A few returns-related items you should be tracking are:

  • # open cases
  • # returns in process
  • # flagged returns
  • # parts requests

You can also generate reports to see monthly changes in product returns. This can help you address return requests quickly, plan for spikes in returns based on a recall or other product-related issues, and quickly assess your product return trends for forecasting and better operations management.

Integrate Shipping for Expedited Product Returns

Your customers hate waiting. They don’t want to wait for shipping of a product they need, and they certainly don’t want to wait to receive a refund on a product they no longer want. Furthermore, you don’t want to deal with delays from them forgetting to ship their processed return back to your warehouse.

Skip the costly re-shipments and frustration of missing shipments! Integrate shipping into your product returns process to make address verification and preset packaging a breeze. When you integrate product returns shipping into your process, you can even save preferences and settings to simplify the returns process even more.

Enable Customers to Serve Themselves

Customer portals are a huge timesaver for any company handling product returns on a regular basis. Not only do they allow your customers to serve themselves and keep your customer service team off the phones, but they also keep your customers happy. Just like any other self-service process (i.e. ATMs), customers can quickly manage and track their own returns for quick and easy service with fast turnaround times.

As a bonus for saving your company time and money through the use of a self-service portal, you can even offer customers free shipping on all of their product returns. This improves customer satisfaction and enables easy tracking and return lookup for your team as well. It’s a win-win.

Automate Product Returns Communications

Sending updates regarding product returns requests, status updates, and refund processing is time-consuming. Instead of paying your customer service team to manually update your customers each time a return is processed, try automation. This is especially useful for confirmation and reminder emails.

Use personalized email templates with placeholders for customer names and addresses, and define rules that will automatically determine the schedule your emails will follow. Of course, you cannot automate all of your emails, so start with the easy ones first and then branch into the more complex yet common emails you find your team sending often.

Ask Customers for Honest Feedback

While product returns are unavoidable, it’s possible to minimize your product return rate. One way to do so is by asking your customers for their honest feedback. For example, what do they like and don’t like about your products? Are you offering everything they need, or are you missing something? What products have not performed as well as you hoped, and why?

Your customers are an incredible resource. By tapping into their interests, behaviors, and preferences more closely you are able to unlock great insight to minimize your product return rate while maximizing customer satisfaction. Start with a simple, 3-question survey every quarter, and see where it takes you. You may be surprised with what you uncover.

3 Creative Ways to Reduce Your Product Return Rate

3 Creative Ways to Reduce Your Product Return Rate

Nothing is certain in the world of product sales aside from taxes (in most cases) and returns. As you start to sell more, your rate of product returns will increase accordingly.

Some analysts estimate that nearly one third of all online purchases are returned, a statistic that is even higher for brick and mortar locations.

What does this mean for your business?

Product returns erode profit margins. It doesn’t matter if you are offering free returns or not, any time a customer returns something it will negatively impact your bottom line. While it may be true that you can turn these potentially negative experiences into positive sales opportunities, your ultimate goal should always be to stop the bleeding from the source. This means reducing your product return rate.

Here are 3 creative ways you can reduce your product return rate starting today.

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Automation’s New Role in Customer Service

Automatiion's New Role in Customer Service

Customer service automation is the way of the future. That is not to say that customer service will be fully replaced by bots anytime soon. But augmenting your existing customer service process with some automation is not a bad idea. In fact, companies who have leveraged automation as part of their customer experience are seeing higher profits than those who do not.

Here are a few ways automation’s new role in customer service is proving successful:

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