N Brown Group

Reducción de devoluciones

New Look recurrió a ZigZag para transformar su experiencia de devoluciones y ayudarlos a replicar esa misma excelente experiencia del cliente que logran en sus salidas.

La premiada solución de ZigZag permitió obtener a New Look unos resultados fantásticos:

Brands across the world have access to vast amounts of returns-related information, and through ZigZag’s returns platform, now have the access to readily surface insights that empower their business. For fashion and homeware companies selling online like N Brown, they will always have to deal with returns. By utilising ZigZag’s data reporting features, N Brown can now investigate why products are returning and identify areas they can tackle to reduce returns proactively.

David Reece-Pinchin, Head of Supply Chain Solutions at N Brown stated, “One of the main reasons we chose the ZigZag platform was to get better insights into the reasons for returns. It is hugely positive that we can now share the data across the business - and that we have confidence in that data. There is a massive opportunity for us to improve our retail business now we’ve got the tools to do so.”

‍

A sleek returns process

“We’ve had generally positive feedback around our returns process and the returns portal. The portal provides great visibility on why our customers are returning and we can use that data to improve in the future,

Supporting fast returns initiation

“Many of our customers want the fastest delivery possible, sometimes returning on the same day they receive the goods. We wanted a digital solution that would allow customers to begin the returns process immediately.”

Tracking and proactive communication

“The platform has fully supported tracking that keeps customers informed throughout the returns journey. This means fewer calls coming into our Customer Service Team asking about returns, which helps us to keep costs down.”

Paperless returns

We now offer paperless returns, allowing customers to simply use a QR code rather than needing to print a label. At the same time, we recognise that some customers still prefer the traditional approach, so we continue to offer print-at-home labels for those who want them.”