Use Cases
These are some Returns use cases that you can solve with OmniPanel.
Breaking out Returns by Customer Segment
Returns are an inherent part of e-commerce businesses, from broken packages to customers having the wrong product expectations. However, the way many companies view these returns is on a case-by-case basis; this loses you the bigger picture and prevents you from connecting the dots of underlying issues that affect vast swathes of your customer base. Imagine you are a DTC apparel company. You want to see what categories of customers return items, ranging from repeat versus new customers or by CLV or marketing cohort. Knowing which customers are returning items will help you uncover customer insights and highlight hidden customer friction points.
E-commerce Returns Due to QC Issues
You noticed a spike in your overall return rate in the last month. You want to figure out which products are driving returns so you can better select your purchase orders for next season.
Quantifying Impact on Reducing Returns
Your company recently launched a new version of a popular but sometimes tricky product. The product was a popular seller but had a lot of returns and lots of support questions. This ate away at the gross margins for the item, so the product team launched a new version that tried to reduce the friction points customers had. The Product and CX teams now want you to analyze if the changes reduced support requests and improved cost savings.
Automating E-Commerce Returns Reports
Imagine you're working at a D2C apparel company. As sales rapidly grow, you want to make sure that there aren't any increased customer problems. Ordinarily, the CX team manually logs cases and builds a report at the end of each month, sifting through Shopify, Gorgias, and Loop to manually pull the information. But now, you specify the proper parameters within Omnipanel to generate the report with one click of a button.
Product Defect Tracker
Imagine you're a D2C apparel company tasked with tracking cases where customers had sizing issues with particular products. Ordinarily, you might manually sift through your helpdesk, log case data onto a spreadsheet or submit a google form every time a specific case came in, and then add contextual data of that customer from the rest of your tech stack. But now, you can do this all with a click of a button on OmniPanel.
Marketing Winback Campaigns
A batch of one of your newly introduced products was defective. You want to identify which customers were affected and directly reach out to them as part of your win-back strategy to keep their business. The problem was finding which customers were affected and how to contact them. An additional layer of difficulty was that the various ways customers responded to the issue differed. Some cases are located on your helpdesk, while some data are on your returns platform. There were even cases of customers complaining about the product online but never filling out a support request.
E-Commerce QC Returns Reports
Imagine you are a D2C clothing company. You noticed a spike in your overall return rate in the last month. While the CX team managed the escalations directly, you want to investigate the underlying reasons for this spike and see if there was an explanation for this rise of returns all of a sudden. You hope that understanding the causes here could prevent returns in the future.