Refunds vs Vouchers: Maintaining Customer Loyalty

May 7, 20206min

The internet has been taken by a storm.

Simply google the word ‘refund’, and your search page will fill your screen with hundreds of articles, reports and links to online forums and discussions about companies offering vouchers in place of refunds for cancelled flights and holiday bookings.

Whilst some customers are more than happy with credit notes, with the intention to rebook trips once we return to some kind of normality, others are calling for better customer service and greater transparency as to when they can expect a cash refund.

Be it business owner, or consumer, we all find ourselves in an unprecedented situation, which means we require more support than usual. Therefore, as businesses begin to navigate the landscape of the ‘new normal’, it is important that they find innovative ways to address the new business model, to ensure that the customer sits at the heart of every decision and communication, to help mitigate the type of uproar currently taking place.

Increased uncertainty 

Both businesses and customers are having to take each week as it comes, with the situation changing rapidly. We’ve found that week by week, there has been a significant shift in support request volume, with Zendesk’s Benchmark Snapshot data indicating a 17 percent increase in companies average weekly ticket volume in the UK from late February of this year to mid-April.

Most notably, there has been a link between the spread of COVID-19 across the globe, and the number of service requests raised. With tickets up compared to this time last year, we saw Italy face the sharpest increase first, closely followed by the UK.

With service agents therefore busier than ever, how can they manage the current volume of calls for support with questions like; ‘When will I be refunded for my cancelled flight?’, ‘What happens when my credit note expires in a year if I’ve not used it by then?’, or ‘When will you get back to me about my request?’. 

The power of a proactive customer service

One of the ways that businesses can begin to build a new business model, is to anticipate customer questions before they arise, and get ahead of the game.

By considering, for example, the questions customers may have about a holiday package they’ve booked for September and providing the answer before the customer even thinks to ask the question – businesses are able to position themselves as a trusted partner, not just a one-off problem solver.

We’ve all been in the customer’s position and received an email from a company that’s surprised us as they go above and beyond. Maybe they were contacting us to explain how we can go about getting our refund before we had to spend time working it out. Or, maybe, they thought creatively about ways to surprise us – by offering us an extended grace period to return our recent clothes order that perhaps has taken longer to arrive than usual.

Being transparent and proactive like this is linked very closely to customer satisfaction scores (CSAT), and ultimately, customer loyalty. Our benchmark analysis has shown that across industries, whilst service requests have risen, CSAT has remained stable, increasing by 0.4 percent since the beginning of March – perhaps further emphasising the impact of the small things businesses are doing to show they value their customers, and that perhaps, customers are more forgiving in the current circumstances.

Embrace technology 

Another way businesses can adapt is by embracing technology and automation. This can play a critical role in alleviating some of the current pressure on agents as businesses scale their support services, linking customers with the quick answers already available on an organisation’s website.

Companies in the gaming, remote work, and learning and telecommunications sector in particular are leaning on AI to solve more of their requests. AI tools like our Answer Bot, have been solving more queries than before – having solved more than 70 percent more tickets for gaming companies recently than it did in late February.

There’s something incredibly special about coming together at times of hardship. Random acts of kindness, understanding and empathy in communications to customers, transparency over current wait times and a proactive approach will all go a long way to managing a more challenging landscape. Whilst the state of deliveries, holiday bookings and flights may remain up in the air, businesses can develop a new model to serve their customers in a fresh – and appreciated – way.

 

You may also like:


Daniel Bailey

Daniel Bailey

Daniel Bailey is VP EMEA at Zendesk.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: how to increase her sex drive life enhancements products roman login does sex make your dick bigger i want a big cock erectile dysfunction doctor enhanced male results rated sex different kinds of penises xanogen customer service magnesium sex drive how to prevent erections kaboom pills male enhancement pictures real erectoral disfunction vitamin d sexdrive hard erection naturally viagra injection black ship grooming what is a healthy sex life average penile length 2020 male enhancement top 5 how to know if you have a small penis bonner pills nugenix reviews the human penis the male enhancement extenze natural dick enhancement

cbd oil: is cbd oil legal in idaho cbd ecommerce cbd to thc ratio how to advertise cbd oil discover cbd colorado springs cbd where to start marijuana epilepsy best cbd oil for insents warmer cbd oil for headache can cbd oil be absorbed through the skin when to harvest hemp for cbd we the people cbd flavrx cbd oil be thin sublingual spray reviews mind diseases list cbd liquid for vapes def of where innovet cbd oil reviews bd reviews will cbd oil fail urine drug test cannabis oil injections rawsome cbd oil reviews ultracell cbd oil price mr vapor cbd cbd oil birmingham alabama cbd focus food grade cbd oil cbd salve for arthritis

weight loss: weight loss programs for women carb protein fat ratio for weight loss tru fix weight loss gynostemma pentaphyllum weight loss thigh wraps for weight loss white with blue dots diet pills do antidepressants cause weight loss e z weight loss tea two months weight loss weight loss song 310 shake reviews for weight loss tyler hubbard weight loss weight loss waist trainer calories chart for weight loss invokamet weight loss shark tank diet products weight loss itchy skin weight loss ibs liposuction weight loss pills lean protein powder for weight loss resveratrol weight loss pills healthy quick weight loss weight loss pills kidney transplant chinese lose weight pills thin again diet pills best lipotropic pills for weight loss megan fox weight loss diet mild weight loss pills

vape: how to make vape oil quelle est la meilleure e cigarette tugboat vape mod stiiizy vape vape on liquids vapor atomizer the clear blue line vape 30ml unicorn bottle rebuildable vape kit second hand vapor smoke best online e cigarette store nike vapor talon e cigarette beauty ring blizzard vape juice 6mg e liquid gt8 core rda rebuild kit smok vape how to use wismec ravage 230 issues dual rda box mod vape magic uwell nunchaku charging auto shut off function how to make nicotine vape juice voopoo panda wholesale how to update voopoo drag v2 platinum firmware diy self adhesive for voopoo drag wismec rx200 charging