Is ticketing software enough for great service?

Is basic ticketing software really adequate to support your products effectively when problems arise?

SupportSync goes beyond ticketing to let your whole team work together so you can provide the best product support possible.

Our customer portal allows you to create an online support page in minutes, making it easy for your customers to contact you anytime, and track the status of their requests and product returns. Plus, you have the ability to track and reply to customer requests, quickly create product returns, and always have your customers’ service history at a glance.

Receive and process product returns more efficiently, keeping your customers informed with automatic status updates. You can also assign special instructions to prevent mishaps. Want to keep track of why your products are coming back? SupportSync allows you to generate failure reports to spot problems and test and record the results.

Creating shipping labels is a breeze with our integrated shipping tools. You can even issue prepaid return labels when special services are required and run reports to see how your team is performing.

It’s important to you that your products are the best – shouldn’t your support software be as well?

Try SupportSync free today!

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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5 Ways to Improve the Customer Experience in 2017

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According to a 2016 State of Small Business Report, companies across a variety of industries plan to use customer retention to grow revenue in 2017. How will they retain more customers? Their flagship strategy involves improving the customer experience.

The reasoning behind this strategy is simple. Happy customers are often loyal customers. A positive customer experience leads to reductions in churn, increases in customer advocacy, and can even create a competitive advantage over those lacking great customer satisfaction.

Here are 5 ways to improve the customer experience and grow your revenue in 2017.

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3 Examples of Bad Customer Service & How to Fix It

Bad Customer Service and How to Fix It

We’ve all been there.

Sometimes, you have a bad customer service. It does not define your brand. But, it is a great learning opportunity. What went wrong? Could it have been avoided? How will you prevent the same mistake from happening again?

While positive customer service stories can help you define your model for exceptional customer service, the negative ones are just as important. Negative customer experiences shape the way your customer experience changes to address potential or existing roadblocks to customer service success.

Here are 3 great examples of large companies who have lost customers due to a lack of great customer service. We’ll also show you how to fix these issues before they happen to you (without having to spend a fortune!).

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How to Avoid a Major Customer Service Fail

Customer Service Fail

In this digital age, we are faced with intense competition. The customer experience is often found to be a primary differentiator, regardless of industry, which is why great customer service is so fundamentally important to companies today. Research supports this, showing that 55% of consumers are willing to pay more for a guaranteed positive customer experience.

When we fail to meet customer expectations, they are able to move on and purchase their goods and services from a competitor quite easily. Furthermore, companies that conduct business operations online – includes sales and returns – have a higher risk of losing customers due to a poor customer experience just because they are engaging with customers more. The more we engage with our customers, the more opportunity there is to fail from a customer service standpoint.

Here’s how to avoid a major customer service fail and keep from losing valuable customers.

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Using Returns Data to Improve the Customer Experience

Returns Data Improves the Customer Experience

Analytics is a trending topic for companies dealing with product returns. Returns data provides an incredible amount of insight into why returns are happening so patterns can be broken, returns minimized, and the overall customer experience improved.

Knowing why your products are being returned and analyzing which products are returned most, for example, is incredibly powerful. You can improve inventory planning, conduct more in-depth product testing, and make adjustments to your products to improve your sales and return rates.

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The top 3 reasons to upgrade your customer service software.

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Is your customer service software really good enough for your company? Sure, it’s better than email alone, but does it actually give you a competitive advantage? The reality is, fixing customers’ defective products is arguably the most important part of customer service. But most leading CRM solutions don’t address it at all. In fact, most companies don’t have an effective way for their customer service personnel to interact with receiving, repair and shipping departments to resolve warranty service issues.

You may be responding to customers’ requests quickly. You may have lots of great people on your customer service team. But that won’t amount to a hill of beans if your customers can’t get their products replaced quickly when they fail. No matter how nice and helpful you are, people won’t buy from you again if you don’t step up and shine when they really need you. On the other hand, if you can excel in solving their problems quickly, customer loyalty will grow and they’ll be actually be more likely to buy from you again. It’s clear that the right RMA software is key.

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Features for better service.

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Any company that sells physical products faces many challenges. The most important phase of the entire product life cycle is after-sales service. This is where your company’s reputation is made or broken. Product failures and other issues that require services to be performed will always be a reality. But it’s how you handle these problems that will define you as a company. The key is to provide a painless, well-organized and transparent returns process where the customer is notified promptly with each status update. You also need to evaluate why your products are coming back with testing and reporting.

Continue reading Features for better service.