--- title: Benefit from another customer interaction description: Benefit from another customer interaction image: https://www.12return.com/hubfs/Blog/interaction.jpg --- [![12return](https://www.12return.com/hubfs/Website%20assets/Logo%2012return/12%20return%20transparance%20back%20ground%20new%20resolution.svg)](https://www.12return.com) - PRODUCTS ## Software and services for cross-border returns ### [Return portal Digital returns to remove the friction from the customer return journey and to improve sales retention.](https://www.12return.com/return-portal) ### [Merchant dashboard Personal dashboard for support agents to be in control of all returns and to gain insights from returns data.](https://www.12return.com/merchant-dashboard) ### [International shipping Global and local carrier services for hassle-free, cost-effective, and sustainable returns from any customer anywhere.](https://www.12return.com/reverse-logistics) ### [Local returns processing Returns processing services in Europe and the United States for reuse of products in a cost-effective and sustainable way.](https://www.12return.com/local-returns-processing) - [SOLUTIONS](https://www.12return.com/customer-service) ## [Solutions for every team](https://www.12return.com/customer-service) ### [Customer service 45% less time spent on irrelevant customer contact.](https://www.12return.com/customer-service) ### [Logistics 30% savings in freight spent with local shipping.](https://www.12return.com/logistics_old) ### [Operations 25% reduction in time and costs for restocking and reusing products](https://www.12return.com/local-returns-processing) - [INTEGRATIONS](https://www.12return.com/ecommerce-systems) ## [Integrations with systems and service for your returns](https://www.12return.com/ecommerce-systems) ### [E-commerce systems 12return integrates with your favorite e-commerce system.](https://www.12return.com/ecommerce-systems) ### [Carrier services 12return integrates with global and local carriers.](https://www.12return.com/carrier-services) ### [Marketplaces 12return integrates with your marketplaces of choice.](https://www.12return.com/market-places) ### [Fulfillment 12return partners with fulfillment and logistics service providers.](https://www.12return.com/fulfillment) ### [Revalue channels 12return integrates with revalue channels.](https://www.12return.com/revalue-channels) ### [Productivity tools 12return integrates with your favorite productivity tools.](https://www.12return.com/productivity-tools) - [PRICING](https://www.12return.com/pricing_draft0001) - RESOURCES ## Resources to turn your returns process into an asset ### [Help center Documentation for users to work with 12return.](https://help.12return.com/en/) ### [Developer Documentation for developers to integrate with 12return.](https://developer.returnbird.com/) ### [Program The 12return program supports the transformation of your returns process.](https://www.12return.com/program) ### [GDPR 12return takes data security seriously.](https://www.12return.com/general-data-protection-regulation) ### [Whitepapers and more Whitepapers and more to inspire and rethink returns.](https://www.12return.com/whitepapers) ### [Blog Join the 12return blog for more insights into returns management.](https://www.12return.com/company/blog) - COMPANY ## We are 12return ### [Our story We are one...two...return.](https://www.12return.com/our-story) ### [Contact Contact us at any time.](https://www.12return.com/contact) ### [Demo Request a demo of our software and services.](https://www.12return.com/demo) ### [Partner program Become a partner in the 12return ecosystem.](https://www.12return.com/partner-program) ### [Newsroom Stay informed about what's happening at 12return.](https://www.12return.com/company/newsroom) [CONTACT](https://www.12return.com/contact) returns management # Benefit from another customer interaction Benefit from another customer interaction [Stef de Bont](https://www.12return.com/company/blog/author/stef-de-bont) Apr 24, 2017 --- Many branded and retail companies are working their way through the year end peak. Sales, especially on-line, is breaking records again. The customer journey that stretches from “orientation”, via “purchase” to “delivery” offers many opportunities for customer interaction and customer engagement. Companies are offering an increasingly great buying experience to their customers. For many of these companies the early days of 2015 will offer another opportunity for customer interaction and engagement. The moment that the customer decides to return a product. **Returns are not just a burden but also an interaction and engagement opportunity.** For sure the peak in commercial returns following the sales season is an operational and financial burden that just needs to be dealt with. Assuming that many companies have implemented a robust returns process will likely deal with that burden. If not there is an opportunity for 2015 to prepare for next years return peak. Let’s not talk about the return burden for now. Let’s talk about the returns opportunity. **Returns are part of the Customer Journey too.** The buying experience is part of the customer journey and so is the service experience. The second part of the customer journey stretches from “start of use”, via “at use” to “end of use”. Knowing that each of these phases might involve a return (commercial returns, service returns and end-of-life returns) brings a great but unlocked opportunity: The second part of the customer journey offers 3 opportunities for customer interaction and engagement. **How can you benefit from these opportunities?** Here are 3 simple examples how [customer service](https://www.12return.com/platform/customer-service) can benefit from customer interaction during the returns process: **Commercial returns:** With commercial returns it is all about maximising conversion upfront and preserving the customer sale afterwards. Knowing that the customer can simply return without reason increases the risk of losing the customer at all. Customer interaction should be focused on 3 things: giving confidence that returns, if any, are hassle free, understanding why will be returned to potentially avoid future returns and offering options for exchange and other purchase. A transparent and consequent message to the customer is key to maintain the customer relation. **Service returns:** With service returns (warranty, repair) it all comes down to enabling your customer to continue using the product. Especially since products often are the enabler of another service-oriented earning model. Customer interaction in this case is all about giving confidence to the customer that the product incident will just be dealt with in a good manner. A service call is a great opportunity to strengthen the customer relation by offering world-class service. Serving your customer, who is in the need for help, makes friends forever. **End-of-Life returns:** Despite the fact that end-of-life take back is often considered an obligation it also is a great opportunity to engage with a customer who is about to stop using your product. In a competitive on-line landscape this risk is quite large. Customer interaction should be focused on offering an easy returns process to contribute to a sustainable way of disposing a product. At the same time this interaction can be used to motivate (read reward) the customer to buy with you again. **Make a paradigm shift in 2015.** Nobody likes returns and it’s easy to consider returns a burden which are not worth paying attention to. But why not use 2015 to realise a paradigm shift with your company and turn the [returns management](https://www.12return.com/product/returns-management) process into an opportunity for customer interaction and engagement. For sure that will pay off. [returns management](https://www.12return.com/company/blog/topic/returns-management) [reverse supply chain](https://www.12return.com/company/blog/topic/reverse-supply-chain) ## More from the blog returns management ### [Who to give responsibility for the Return Policy?](https://www.12return.com/company/blog/who-to-give-responsibility-for-the-return-policy) It is an interesting question who in the organization should hold the responsibility for the return policy. Stef de Bont Jun 7, 2017 product returns ### [Where should transition to a Circular Economy start?](https://www.12return.com/company/blog/where-should-transition-to-a-circular-economy-start) This week I attended the first World Circular Economy Forum in Helsinki. The journey has started with 1,500 representatives from over 90 countries Stef de Bont Jun 7, 2017 reverse supply chain ### [Reverse Logistics is more than the Reverse of Logistics](https://www.12return.com/company/blog/reverse-logistics-is-more-than-the-reverse-of-logistics) See why Reverse Logistics is so much more than the reverse of logistics. Stef de Bont Sep 4, 2017 ### Get notified of new posts on the 12return blog Join the 12return blog for more insights into returns management. With 12return, you can connect the frontend and backend returns processes into a digital, integrated business process that is up to the challenges of returns and turns the returns process into an asset for your business. Made with ❤️ in The Netherlands, used by businesses and consumers around the world. ### Products - [Return portal](https://www.12return.com/return-portal) - [Merchant dashboard](https://www.12return.com/merchant-dashboard) - [International shipping](https://www.12return.com/reverse-logistics) - [Local returns processing](https://www.12return.com/local-returns-processing) ### Solutions - [Customer service](https://www.12return.com/customer-service) - [Logistics](https://www.12return.com/logistics_old) - [Operations](https://www.12return.com/operations) ### 12return - [Our story](https://www.12return.com/our-story) - [Contact us](https://www.12return.com/contact) - [Demo](https://www.12return.com/demo) - [Partner program](https://www.12return.com/partner-program) © 2022 12return All rights reserved [Privacy Policy](https://www.12return.com/privacy-policy-website) © 2021 Kalungi, Inc. - All Rights Reserved. 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