How Heads Up For Tails has reduced 30% of its customer service traffic?

About Company

It was Sara that sparked the beginning of Heads Up For Tails – a store dedicated to the four-legged members of all families. It started out in a small room at home and then, after countless exhibitions and pop-ups, they had their big retail start from a kiosk at the Select City Mall in Delhi! It was huge at that time, and was certainly an important milestone.
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Their journey has been eventful, filled with lessons and more love than they hoped for. “We’re proud today to see that we’ve built a company that chooses kindness over commerce, values relationships, and trusts in the magic of wagging tails.“ ~ HUFT Team.

Challenges

The biggest challenge for Heads Up For Tails was to reduce their customer service traffic for return queries and an easy control panel to process the same.

- Data visibility on return data.
- Track and monitor returns.
- Manual request creation.
- Excessive excel-based activity.
- Processing instant refund and exchange.

Solution

Heads Up For Tails is now controlling and tracking its returns process with our easy-to-use interface.

The key benefits they received from Shipway’s service:
- Return reporting data in a well-structured manner.
- Proactive tracking mechanism to monitor return logistics for cancelations/delays, etc.
- Processing & Approval steps at required stages of Return.
- Refund resolution type-wise i.e. Store credits/GIFT cards/Same payment mode.
- Provide timely updates to customers at every trigger point/step we define – SMS alerts
- Shipment tracking status panel to the customers

Result

We provide a user-friendly and easy-to-use panel for return processing that allows our clients to start working without any delay or transition. We helped Heads Up For Tails in:
👉 Reduced customer service traffic by 30%.
👉 Eliminated excel based activity.
👉 70% reduction in turnaround time for the end-to-end return process.