Most businesses focus on growing their top and bottom lines. Sometimes, the importance of providing exceptional customer service is overlooked. One of the more difficult to manage customer service processes is handling product returns. While dealing with RMAs is not something organizations look forward to, , it presents a golden opportunity to impress the customer with an efficient system for resolving such returns and providing satisfaction to an otherwise disappointed customer. If your RMA process is cumbersome or not responsive enough, you may drive your customers away. ResponsAbility’s preprogrammed RMA process will help you to address concerns and retain customers, while decreasing the amount of resources dedicated to the RMA process.

Providing Simple and Convenient way to Create RMA Requests expand all collapse all

Providing Simple and Convenient way to Create RMA Requests expand

Most customers dread reporting a problem or initiating a return because customer support systems often appear designed to discourage complaints or returns. They can be more a test of the customer’s tenacity than a vehicle for quickly resolving customers’ problems. With layer upon layer of pre-recorded messages and instructions or long hold times by phone or screen after screen of links and questions, customers can get extremely frustrated.

ResponsAbility allows your customers or partners to easily request returns from anywhere. ResponsAbility’s Product Return Request Form can be embedded in your web site, your customer portal, or you can send your customers directly to ResponsAbility’s URL. Regardless of how many different convenient ways you have for your customers to request RMAs, your job will stay simple.

All the data automatically flows in and through ResponsAbility with

  • » No Retyping
  • » No Copying and Pasting
  • » No leakage or loss of information through reinterpretation or mismatched file types
 

Providing Personalized Customer Care via Automated Updates and Transparency expand

Numerous studies show that the most loyal customers are not ones that never had a problem, but those whose issues were resolved successfully. Most companies, however, don’t have unlimited resources so that every customer is given personal attention.

From the moment a request has been submitted, customers will feel informed and confident that their issue is being addressed properly. After filling out a simple product return request form, customers are emailed a confirmation along with a link so that they can conveniently track the progress 24/7.

In addition to being able to access their case with one click, customers also get automatic notifications as the RMA is moving through the process, every step of the way, without any extra work for your employees to keep customers in the loop.

The links can include secure token technology eliminating the need for login ID and password, while providing secure access. This is just one great user experience feature offered by ResponsAbility.

While the timing and the content of these emails can be easily personalized, some typical milestones that trigger email notifications are:

  • » Request Authorization Notification
  • » Product Receipt Notification
  • » Repair Approval
  • » Clarification (additional info) Request Notification
  • » Repair Completion Notificaton, and
  • » Shipment of Repaired or Replacement Product Notification
 

Elimination of Re-Inventing the Wheel Syndrome expand

Many organizations have learned the hard way, that, without automating your customer service issues, it is difficult, if not impossible, to grow your business. As your business grows, the number of product issues grows, the cost per issue increases. More issues mean more questions, more decisions, more resources, more training.

ResponsAbility allows you to eliminate mistakes and inefficiencies associated with re-inventing the wheel syndrome. It comes with pre-defined and enforceable RMA workflow. The intuitive setup wizard allows you to personalize these processes to precisely fit your needs using a drag-and-drop interface, with no need for programming, scripting or HTML coding.

Regardless of how simple or complex your process is and how similar or diverse your customers are, everybody inside and outside your organization will know exactly what needs to be done, when, and in what sequence.

ResponsAbility will offer clarity and repeatability which means:

  • » less training,
  • » more consistency,
  • » better predictability, and
  • » improved customer confidence and satisfaction
 

Performance Improvements through Insight and Accountability expand

Virtually all companies know that there are things that they could be doing better. But day- to- day urgencies, such as dealing with defective products and getting repair and replacements out the door take top priority. Identifying exactly what to improve, when and how, in your overall process can be extremely time-consuming, and, therefore, gets left on the back burner.

Within weeks, if not days, ResponsAbility will help you pin-point your problem areas. The built-in analytics will easily help you:

  • » identify bottlenecks in your process,
  • » uncover imbalanced resource loading, and
  • » spot the most common causes of problems and complaints

You will quickly be able to understand what is taking longer than it should in your RMA process.

Similarly, you will also be able to:

  • » identify the most problematic products or components,
  • » address those internally or with your suppliers, and
  • » decrease the future rate of incoming product return requests

The built-in social feed, contains every

  • » complaint,
  • » comment ,
  • » question, and
  • » your answers and responses

This will give you great insight into the mood within your organization as well as the perception from outside your organization.

The exceptional search and filtering capabilities transform what typically would be clutter and noise into actionable insight.

 

Quicker RMA Resolution through Automated Business Rules expand

Your customers are increasingly more demanding and in pursuit of instant gratification. With the ever increasing level of multitasking and increased demand on your customer support, prioritizing what to work on next, and who should be working on what can become overwhelming.

 

With Automated

  • » Assignment Rules
  • » Notifications
  • » Reminders
  • » Escalations, and
  • » Monitoring and Enforcing Service Level Agreements

ResponsAbility is great in helping you intelligently prioritize your RMAs, based on sound business rules rather than individual subjectivity.

 

Improved Know-How via Collaboration and
Tribal Knowledge expand

Some issues may be really difficult to resolve. Some issues can keep repeating and your service personnel may keep asking and re-asking the same question over and over again. Most often, no matter how difficult the issue appears, there is an answer somewhere in your organization. Quickly finding the answer is often the bigger challenge. Some of the most valuable how-to knowledge is often trapped in individual email inboxes or voicemails.

 

Some key collaboration capabilities are:

  • » Follow or Un-follow processes
  • » Sharing Cases by Invitation
  • » Building Teams
  • » Viewing individual areas of expertise, and
  • » Built-in Knowledge Base

These features enable the right level of collaboration:

  • » within your company,
  • » with customers,
  • » with vendors, and
  • » with partners