background

Zenkraft Blog

Run your Logistics and Post-Purchase Experience on the Salesforce Platform.

Managing Ecommerce Returns in Salesforce

Published on 21 January 2020 by in salesforce ecommerce returns 

Ecommerce Returns are on the Rise 📈

UPS estimated that almost 2 million packages entered its network on January 2nd, the day it has coined “National Returns Day”.

That’s one shipping carrier, in one market, in one day...

Is your technology stack equipped to provide a top-notch customer experience in the age of excessive ecommerce returns?

In most companies, there’s a disconnect between the return request (Case) and the physical location of the item. Zenkraft helps eliminate this disconnect by connecting 60+ shipping carriers to Cases in Salesforce, enabling CSRs to create return shipping labels directly from return requests (cases). 

4 ways Zenkraft can help your team process ecommerce returns:

Create Labels with a Single-Click 🦸‍♀️

Superman can leap tall buildings in a single bound. Your CSRs can create ecommerce return labels in a single click with the Multi-Carrier app! 

Once the Multi-Carrier app is installed Service Cloud users can click a button and generate the return label, email it and follow up when/if the item is not returned. 

This allows your customer service reps to avoid hours of monotonous copy and pasting. Giving them more time and energy to roll out the red carpet for customers, training to handle more complex customer service situations, relaying important customer feedback to your product team, and building a loyal community around your products. 

Trigger Workflow 🔫

The physical location and movement of an ecommerce return is an integral part of managing inventory and staying in contact with shipping carriers and customers. 

With Zenkraft, companies can leverage status updates to improve customer experience and protect themselves from returns fraud. 

If return requests aren’t connected to Cases in your organization, how are you processing ecommerce returns? Are you waiting for a return to travel all the way back upstream? Are you taking chances on packages that may not have been returned or checked for damages?

There’s a better way!

Configure the automatic dispatch of refunds and exchanges based on your own business rules. With the shipment location connected to the Case you can trigger refunds/exchanges when a return reaches a particular checkpoint. 

RPA & Returns 🤖

Configuring a "Return My Order" dialogue in Salesforce helps take simple return situations off the plate of customer service reps. The Salesforce platform allows you to easily plug in Zenkraft Actions to existing Bot implementations and craft your chatbot’s conversation.

You can begin the conversation with a dynamic “Return My Order” button. The chatbot can then be configured to ask “ What’s your order number or email address?”. After the customer responds, the bot will retrieve their information and send a return label in the chat window. Your message will look something like this "Here is your return shipping label {!ReturnLabelURL}.

Hands-Off Approach to Returns 🚫🤲

Would you like to remove all but the most complex returns/exchanges from your customer service reps queue?

Our application allows customers to login to their account, quickly explain why they'd like to return the package, generate a label, and mail the package all without having to talk to a customer service rep. 

Final Word

Knowing the physical location of a return is crucial to elevating your ecommerce returns experience and getting valuable inventory restocked. Having access to this information in real-time allows you to dispatch refunds or exchanges quicker.

But what’s better for you and your customer is the customer having real-time access to this information.

So connect Cases to shipment location and keep your customers happy (And out of your hair).

Continue reading »

3 Ways To Manage Where's My Order Inquiries in Salesforce

Published on 06 January 2020 by in salesforce ecommerce tracking 

Where is my order? When’s it going to get here? Is my package going to arrive in time for my daughter's birthday?

Does this sound like your customer service center? Chances are this sounds all too familiar! Where is my order (WISMO) calls/chats account for up to 80% of customer service inquiries.

Our Multi-Carrier app standardizes the shipment tracking function for 60+ carrier APIs, allowing your team to answer Where is My Order inquiries without leaving the Salesforce platform! 

Zenkraft can help you track shipments in 2 ways: Customer service reps can simply open any shipment record and click the track Shipment button OR your Salesforce Admin can configure Schedule Tracking for automatic updates. 

We suggest setting up automatic tracking updates so every Service Cloud user has instant access to tracking information.  For more details on how to configure Scheduled Tracking, click here. Once your Salesforce Admin has set up this feature you will need to make an important decision on the future of your customer service strategy. 

Here are 3 Ways to more efficiently answer Where is My Order inquiries:

Increase Call Center Efficiency ☎️

Scenario: Let’s say your organization has invested heavily in a call center, has adequate staffing, little to no concern about request volume, and believes CSRs are consistently providing a satisfactory customer experience. But you would like to further improve customer experience and make your CSRs jobs easier!

Solution: You decide WISMO calls/chats should continue to be handled by your call center. But you want to give your CSRs the tools they need to handle the same volume in less time. Our solution shaves minutes off each Where is My Order inquiry by bringing customer data into a single system.

Managing multiple tabs might not seem like a big deal but in the hectic world of a customer service rep every second counts. CSRs are often managing multiple requests from a customer at once. While bouncing back and forth between the chat, the customer’s account, and possibly an internal knowledge base. Plus they need to resolve each request as quickly as possible. 

Results: In a time-sensitive setting like this, seemingly small changes like eliminating a tab/system for CSRs will help reps become more efficient. In turn, increasing the quality and speed of customer service for your customers. 


Let Chatbots Handle WISMO 🤖

Scenario: Let’s say your organization wants to reduce the budget spent on call centers without sacrificing customer experience. CSRs were swamped with requests last year, now there are less staff, and customer experience begins to suffer. 

Solution: Handoff “Where is my Order” requests to chatbots by configuring an Order Status dialogue in Salesforce. The Salesforce platform allows you to easily plug in Zenkraft Actions to existing Bot implementations and craft your chatbot’s conversation.

You can begin the conversation with a dynamic “Order Status” button. The chatbot can then be configured to ask “ What’s your order number or email address?”. After the customer responds, the bot will retrieve and relay the tracking status of their shipment. This response is configured by pulling pre-defined fields into the text (similar to an email automation tool). Your message will look similar to this “For Order Number {!Order_Number} Your shipment status is {!Shipping_Status}.

Result: WISMO inquiries are redirected to Salesforce’s Einstein chatbots, reducing the burden on human customer service reps.  

Keep Customers in the Logistics Loop 🚚

Scenario: Let’s say your organization has a high volume of non-WISMO calls (troubleshooting, warranty, etc.). CSRs are also fielding WISMO requests, taking time away from more complex issues, and reps are struggling to deliver a high-level experience. 

Solution: Don’t wait for requests to come into your call center. Send tracking updates at important checkpoints during your product’s journey! Our application automatically updates shipment status every hour, allowing you to know your customer's order status at all times. 

But that’s only half the benefit of our solution. It’s not enough for you to know where your customer’s package is, they want access to this information as well. 

So give it to them! 

With our Commerce Cloud cartridge, you can send notifications (email, SMS, WhatsApp, etc.) when orders are: in transit, out for delivery, delayed, and delivered.

Result: Customer Where is my Order requests are preempted by sending branded tracking notifications. Where is my Order inquiry volume is decreased because customers no longer need to ask. They already know! This frees up your CSRs to focus on issues that require human attention.  


Final Word

We don’t need to tell you the power of the Salesforce platform. You’re already a part of the ecosystem and Salesforce clouds are embedded into your business processes. 
But if your brand is engaged in e-commerce you have noticed a feature gap. Salesforce can’t communicate directly with shipping carriers and has no shipment tracking capabilities. 

No big deal, you can’t expect one tool to do everything. 

You’re right...and wrong. 

Service Cloud/Commerce Cloud doesn’t have these features built-in out of the box. But you can upgrade them once they are out of the box. Download our solution from the AppExchange to see what Salesforce can really do! 

Continue reading »

5 Can't Miss B2C E-commerce Sessions

Published on 15 November 2019 by in salesforce ecommerce commerce-cloud 

There's less than a week until Dreamforce. Are you still unsure of what sessions to attend? If you are a B2C pro, we have you covered! 

 

Architecting B2C Commerce for Scale: 679 Million Shoppers & Beyond!

What is it? - Get technical with Gaurav, Shanmugam, and Neeraj. These architecture efforts will detail how to build a scalable B2C Commerce site.

Why is it a can't-miss? - Make sure your site is built to withstand the barrage of holiday shoppers your marketing team is sending your way this holiday season. 

Salesforce B2C Commerce Roadmap & What's Coming In 2020

What is it? -  Amy and Chris will share the features that Salesforce is adding to B2C Commerce Cloud in 2020!

Why is it a can't-miss? - Your business is built around Commerce Cloud. Knowing what's next for Commerce Cloud will help you prepare for the great things you are going to accomplish in the new year! 

How Lululemon Localized Checkout Internationally

What is it? - Justin Juschka, Director of Product Management & Global Commerce Platforms at Lululemon, will speak about making purchases as pain-free as possible for customers. 

Why is it a can't-miss? - Learn how to stop losing shoppers because of sub-par purchase experiences. You've built a great product and built a better brand around it. Now focus on simplifying your payment process. This will help you get off on the right foot with new customers and keep repeat customers coming back for more

Fireside Chat with Gayitri Budhraja, VP of Brand from e.l.f. Cosmetics

What is it? - Gayitri Budhraja will walk through her philosophy on branding and differentiation. 

Why is it a can't-miss? - If you are interested in improving your B2C marketing skillset, listening to leaders in the cosmetics industry is a great place to start! 

How Fresh Creates Connected Commerce Experiences with Page Designer & Content

What is it? - Charlotte and Katie from Fresh will teach you how they are using Page Designer to create customized customer shopping journeys. 

Why is it a can't-miss? Marketers realize that each shopping journey varies from the next. This session will detail how to create killer content that will enhance user experience. 

 

If you enjoyed this article drop by Booth 1915 and say Hi! 

Continue reading »

Dreamforce Commerce Demo Jam

Published on 30 October 2019 by in salesforce ecommerce 

Mark your calendars! You don't want to miss watching five of the best Salesforce Commerce apps compete for a prize!

What's Demo Jam?

A game show style event, hosted by Salesforce MVPs Rebe De La Paz and Roy Gilad, where five Salesforce partners will each do a 3 minute "no fluff" live demo of their product. 

No slides, power point, or video allowed! 

The winner will be decided by a live vote from those in the audience. 

When and Where?

Thursday 11/21 at 1:00 PM PT in the App Exchange Theater. 

Who?

The 5 participants are:

- Zenkraft - Shipping, Tracking and Returns in Salesforce

Justin Chacko, Customer Success Manager

- Adyen-  All-in-one payments platform that grows your business from day one.

Joe Caraballo, Strategic Partnerships

- Bloomreach - Headless experience cloud to build unique digital experiences and grow faster.

Tom Washek, Solutions Consultant

- CloudSense - Helping customer-centric companies across the globe reinvent the way they sell and deliver for their customers.

Mustafa Oyumi, VP Industry Solutions

- SessionM - Turns everyday customer data into exceptional customer experiences to increase incremental behavior

 

We hope you will join us for what will surely be a great event! 

Continue reading »

Returns Account for $369 Billion In Lost Sales

Published on 12 October 2019 by in ecommerce returns 

In a survey by the National Retail Federation consumers ranked return policy as more important than a brand's customer service. 

To stay competitive, brands are spending tons of money to make returns hassle-free for consumers. Increasing the ease of returns is a great way to increase customer loyalty and retention. 

However, recently, brands have gotten so good at making returns hassle-free for consumers that the number of returns has skyrocketed. According to the NRF, total merchandise returns account for $369 Billion in lost sales for US Retailers. 

The effects are even more significant with omnichannel brands. The money omnichannel retailers are spending on returns grows as their online sales become a larger part of their overall sales. Steve Dennis, President & Founder of SageBerry Consulting, calls this phenomenon the "omnichannel migration dilemma."

If they aren’t already, brands should be paying close attention to the number of returns and the costs associated with them.

As Peter Drucker would say, “If you can’t measure it, you can’t improve it.” 

The Returns Epidemic 

“Online shoppers want the same level of choice, control and convenience making their returns as they do making their purchases,” - Teresa Finley, CMO for UPS.

First and foremost, consumers want returns and exchanges to be free. According to a report by Walker-Sands, 54% of consumers said that free returns and exchanges made them more likely to shop online. The only factor that ranked higher was free shipping. 

Unfortunately for brands, free returns are not free for the business. Returns increase costs in a multitude of ways. From shipping costs to increased labor costs (inspection and restocking). Not to mention that some of the returned inventory will no longer be in good enough condition to sell at full price (or at all). 

Fraud & Abuse are Making Matters Worse

Unfortunately, good-intentioned policies are being taken advantage of by individuals who want the dressing room experience at home and criminal groups alike. 

No, we aren’t suggesting that Jessica who is unsure about the perfect dress for her date is as bad as groups who are deliberately committing fraud.  But both are sucking profits out of companies whose only crime is trying to take care of customers who aren’t pleased with their purchase. 

According to Appris, for every $100 in returns, $5.00 is lost to return fraud. 

Just let that sink in for a moment. 

The same study estimates that the retail industry loses just under $24 Billion per year to returns fraud and abuse.

Every brand in the world strives to provide a great customer experience. But every brand can’t afford to hemorrhage money from returns. 

Finding a Balance Between Customer Experience and Your Return Policy

Brands are in a dilemma: 

1. Should they provide a liberal return/exchange policy? 100% satisfaction guarantee, no questions asked, etc.

OR

2. Should they provide a more stringent policy? Restricts the amount of product a customer can return, the period in which they can return, etc. 

Similar to most issues, the answer is in the middle.

Lenient return policies are a great way to win the hearts, minds, and dollars of consumers. Companies like Land’s End and Zappos have built their companies on the backs of generous returns policies. This bet on building relationships with their customers has paid dividends and is inseparable from their brand's image. 

Despite all the positives of a lenient return policy, the risk of abuse can not be ignored. L.L. Bean is probably the most famous example of a brand changing its return policy. Last year, the company decided to end its 100% satisfaction guaranteed policy instituted by the company’s founder. Making this decision after they observed a significant amount of abuse from their customer base. 

The abuse was so widespread that Company Chairman, Shawn Gorman, had his own donated shirt returned for a refund. L.L. Bean reported that the policy cost them $250 million over 5 years. Even so, the decision to change the policy was met with backlash from customers like the one below:

 

Some customers felt so betrayed by the brand’s decision that they even filed lawsuits

Here are two more examples of companies who were known for having very generous policies who felt like they need to make changes:

- Costco - In 2007 the company restricted returns of electronics. 

- REI - The company’s return policy was so lenient and return abuse was so rampant it earned nicknames like Rental Equipment Inc. 

Have you considered changing your return policy?

Is return abuse a widespread issue for your company? Is it putting your company under immense financial pressure? It may be time to make sweeping changes to your return policy. 

Here are the 4 main ways that brands alter their return policies: 

- Require proof of purchase

- Require an item to be in its original packaging 

- Reduce the amount of time customers have to return the item. 

- Give customers store credit for returns

Worried about the cost of returns?

Don’t be! Ok, maybe you should just a little. Some of the biggest names in e-commerce are taking action against excessive returns. Amazon and Zappos have both suspended customers they identified as serial returners. 

There isn’t a definitive best policy for deterring serial returns. But using data to target individuals who you know are pushing the limits of your return policy is a great alternative to making sweeping changes to your return policy. Sweeping changes punish your entire customer base for the actions of a few. 

Reducing Returns with Zenkraft Dashboards

Zenkraft’s solution collects data on returns and packages them into easily digestible dashboards. These dashboards can be a valuable weapon in your efforts to crack down on return fraud and abuse.  

Zenkraft’s dashboards will empower your team to make an informed decision to protect your margins. When analyzing the data you will be able to identify product categories, specific products, the reason for the return, and which customers are making the most returns. 

After reviewing the data you can then determine what course of action to take. Whether that means, making wholesale changes to your return policy, changing your policy for a specific product category, or warning/banning customers who are testing the limits of your policy.

Conclusion

We can all agree that you’d rather your brand be on the first page of Google when you search “Generous return policies” instead of “Stingy return policies”. But just because your brand is perceived to have a less generous policy doesn’t mean it was a mistake. 

Brands, especially those whose online stores are driving a large percentage of sales, need to be wary of the rising expenses associated with returns. And keep a close eye out for serial returners. It may be necessary to tweak your return policy to preserve the financial health of your company. 

Brands span industries and sell completely different products. So why would there be a one size fits all return policy for every brand? I would look ridiculous in Shaq’s suit, but that doesn’t mean I won’t look good in a tailored suit. 

Your return policy should be tailored to fit the nature of your product. Books and video games that can be completed in a week should have shorter return policies than refrigerators.  
If 85% of L.L. Bean’s customers were ok with the controversial decision to change from lifetime returns to 1-year returns. It’s certainly possible for your brand to strike a balance that is both customer-friendly and bottom-line friendly.

Continue reading »