8×8 Aftersale Assist helps retailers drive better customer experiences by proactively offering help and support with setup, installation, or any other issues via automated SMS.
8×8, Inc., the integrated Platform for CX that combines Contact Centre, Unified Communication, and CPaaS APIs, announced the 8×8 Aftersale Assist™ solution enabling retailers to reduce returns, improve customer experiences, and drive revenue growth.
Combining 8×8 Platform for CX components from 8×8 Contact Centre, 8×8 CPaaS, and 8×8 Work, the new solution is specifically tailored to address the specific needs of retailers by cutting down on operational costs, deflecting unnecessary returns, and building and enhancing customer loyalty and experiences.
January, often dubbed ‘Returnuary,’ often sees a spike in retail returns after the holiday shopping season. According to the US National Retail Federation (NRF) report, 2024 Consumer Returns in the Retail Industry, retailers estimate that 16.9% of their annual sales in 2024 will be returned and total returns for the retail industry are projected to reach $890 billion in 2024. To that end, improving the returns experience and reducing the return rate are viewed as two of the most important elements for businesses in achieving their 2025 goals.
8×8 Aftersale Assist delivers automated end-to-end AI-powered customer experience solutions for retailers to continue building the customer relationship beyond the end of the sale. By enhancing the customer experience and minimising post-sale unhappiness, retailers can lower logistical costs, such as refunds, additional shipping needs, unnecessary packaging, and more.
“Retailers understand the importance of fostering loyalty in their customer base; ensuring customers come back time and time again. This is the foundation for lasting growth in every industry,” said Lisa Martin, Chief Revenue Officer at 8×8, Inc. “With 8×8 Aftersale Assist, we are providing retailers with the tools they need to turn every shopper into a loyal customer—seamlessly transforming transactions into lasting relationships.”
8×8 Aftersale Assist allows retail organisations to:
- Improve customer onboarding by providing customers with guidance on product setup and troubleshooting via one-way video. By offering the ability to consult with an expert, retailers can minimise confusion and frustration.
- Reduce high operational costs by supporting customers virtually at important steps of the buyer’s journey, such as onboarding, eliminating the need for unnecessary returns or call-outs.
- Offer enhanced positive experiences, by providing high-quality, convenient service, customers are more likely to stay loyal and recommend the brand which also helps retailers aiming to deliver end-to-end (e2e) excellence.
- Improve personalisation through self-service experiences that are convenient and accessible. According to the McKinsey report, State of the Consumer 2024, an improved digital experience is a key requirement for retailers to win over and retain the customers of the future.
“At the end of the day, we’re all consumers and we all want seamless, easy experiences regardless of the sector we’re in,” said Hunter Middleton, Chief Product Officer at 8×8, Inc. “8×8 Aftersale Assist ensures that retailers have the tools they need to enhance customer experiences, driving customer satisfaction and loyalty and eliminating unnecessary, costly returns and material expenditures.”
8×8 Aftersale Assist helps retailers drive better customer experiences by proactively offering help and support with setup, installation, or any other issues via automated SMS to either access AI-powered self service or consult directly with a contact centre agent. If choosing to connect with an agent, customers have the option to connect with an agent immediately or schedule a consultation through the 8×8 Intelligent Customer Assistant.
Depending on the needs of the customer, the agent can then elevate the real-time interaction to video, directly from the 8×8 Contact Centre Agent Workspace, via a secure, ready to use, one-way video link, to better address and resolve issues with a visual component. This process ensures a seamless experience to leave customers feeling supported and satisfied.
8×8 Aftersale Assist is delivered through the 8×8 Platform for CX which seamlessly unites contact centre, unified communications, and CPaaS APIs to help organisations connect customers and teams globally, empowering CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact. It can also be used in conjunction with the 8×8 Sales Assist solution to deliver a streamlined customer journey from the start of the shopping experience to the post-sale experience.
8×8 Sales Assist reflects the multichannel shopping experience that is preferred by so many consumers and allows retailers‘ customers to engage through their channel of choice, including web chat, bot, social media, SMS, email, or voice, for faster, easier shopping experiences. 8×8 Aftersale Assist then picks up for the post-sale experience to continue the customer relationship and satisfaction.
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