Reduce costs, improve the customer experience and increase efficiency with optimised reverse logistics.
Returns management boosts
customer satisfaction
Turn your returns into a loyalty lever with well-controlled reverse logistics.
A key link in the customer experience
Reverse logistics covers all the processes involved in returning, exchanging, repairing and recycling products. It now occupies a central place in companies’ customer strategy, particularly in e-commerce, where expectations in terms of after-sales service are very high.
According to Salesforce, 89% of consumers are more likely to make a new purchase from a brand that offers excellent customer service. The simplicity, speed and transparency of returns have become decisive loyalty criteria.
Yet many companies continue to underestimate the logistical and technological complexity of reverse logistics. Processes that are too slow, poorly coordinated or opaque are detrimental to the customer experience. On the contrary, well-integrated reverse logistics can transform a constraint into an opportunity to strengthen customer relations.
Simplicity and transparency: the new expectations
Speed of processing and clarity of information have become essential factors of satisfaction when a product is returned. A smooth returns procedure, with real-time tracking, a quick refund or an effective exchange, reduces frustration and builds confidence.
According to the study UPS Pulse of the Online Shopper 2022, 72% of consumers say that the ease of returns has a major influence on their purchasing decision.
A digital reverse logistics system, with process automation, customer notifications and proactive management of disputes, helps to improve fluidity and satisfaction while reducing the costs associated with handling returns.
Logistical errors that damage brand image
Despite these challenges, many companies struggle to offer a returns service that lives up to expectations. The most common causes of customer frustration include :
- Processing times too long
- Lack of clear information on the status of the return
- Errors in the management of requests
- Lack of coordination between departments
These malfunctions lead to dissatisfaction, loss of loyalty and brand abandonment.. according to SEMrush (2023) : 84% of shoppers would not buy from a retailer after a bad returns experience.
In addition, there are regulatory constraints: the Hamon law requires a minimum 14-day right of withdrawal and a refund within the stipulated period. Failure to comply with these obligations can result in penalties and litigation..
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An opportunity to stand out in a competitive market
At a time when products and prices are tending to become standardised, the customer experience is becoming a major differentiating factor. Offering a simple, frictionless return experience is now a competitive advantage in its own right.
Companies that invest in reverse logistics are seeing an increase in customer loyalty and an improvement in their CSR image, by promoting the recycling and recovery of returned products. This also meets growing expectations in terms of sustainable development and social responsibility.
For these benefits to be realised, it is essential to rely on structured management, high-performance tools and strong technical expertise.
Reversys, your customer performance partner
Reversys offers a turnkey solution to automate and optimise reverse logistics. Its collaborative platform centralises the management of returns, from collection of the goods to return to stock, with seamless integration into companies’ ERP and CRM systems.
Reversys offers :
- Customer monitoring in real time
- Faster, simpler processes
- Complete control and traceability of return flows
- Upgrading solutions to limit costs
Reversys guarantees compliance with legal obligations, whether under the Hamon law or the AGEC law on the circular economy.
By managing their reverse logistics with Reversys, companies can improve efficiency while increasing customer satisfaction and loyalty.
A strategic lever for building long-term loyalty
Reverse logistics is no longer just a logistics function. It has become a vector of trust, loyalty and brand image enhancement. Properly managed, it transforms a potential source of frustration into a positive, differentiating customer experience.
To turn reverse logistics into an asset, you need resources, tools and expertise that are difficult to bring in-house. Reversys supports companies in this transformation, to ensure that reverse logistics is efficient, compliant and focused on customer satisfaction.
Sources
- Salesforce : https://www.yelda.fr/blog/statistiques-service-client
- UPS – Pulse of the Online Shopper 2022 : https://about.ups.com/us/en/newsroom/press-releases/customer-first/ups-pulse-of-the-online-shopper-study-reveals-what-online-shoppers-want.html
- Semrush : https://www.semrush.com/blog/ecommerce-customer-experience-report/
Our Articles :
Optimising your product returns without losing control: finding the right balance.
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