8×8 is transforming customer service in retail with its new Aftersale Assist solution, which integrates advanced capabilities from the 8×8 Platform for CX, including Contact Center, CPaaS, and Work, to improve the post-sale experience for retailers.
January, often dubbed “Returnuary,” typically sees a significant spike in returns as shoppers reevaluate their holiday purchases. According to the National Retail Federation (NRF), an astonishing 16.9% of annual sales will be returned in 2024, translating to around $890 billion in returns across the retail industry. As retailers grapple with these staggering figures, improving the returns experience has become a critical strategy for achieving their business objectives for 2025.
Aftersale Assist seeks to transform the often frustrating post-sale interactions into opportunities for meaningful engagement. By providing automated, AI-powered customer experience solutions, the platform helps retailers build lasting relationships with customers while effectively reducing the logistical costs associated with returns.
Conversion through returns
The solution supports customers with product setup and troubleshooting through one-way video, significantly minimising confusion and frustration during what can often be a challenging transition. This proactive approach enhances customer satisfaction and helps retailers foster loyalty, turning one-time buyers into repeat customers.
Moreover, Aftersale Assist empowers retailers to address operational costs directly. By virtually assisting customers at key points in their journey, the solution helps eliminate unnecessary returns and associated expenses. As a result, retailers can focus their resources on creating exceptional shopping experiences rather than managing returns.
Customers have the flexibility to choose between AI-driven self-service options or connecting directly with contact centre agents for more complex issues. For situations requiring deeper support, agents can escalate interactions to video consultations, adding a visual element that enhances resolution and customer satisfaction.
Notably, Aftersale Assist works hand-in-hand with the recently launched 8×8 Sales Assist solution, which enhances the shopping experience from initial engagement to post-sale support. The company also enhanced its CX platform to boost operational efficiency and improve customer interactions through seamless payments, automated transactions, instant connections, and faster agent responses.