Streamlining Appeasement Policy Adherence for a Top Retailer to Drive Savings

Ecommerce companies benefit from reshipping items when possible instead of issuing a refund, in both monetary and reputational value. Yet one large lifestyle retailer saw agents defaulting to refunds in customer appeasement cases a majority of the time, despite guidance and training on the expected process and workflows.

Laivly partnered with this ecommerce brand on a compliance solution to reinforce best practices and desired behavior in agents. Sidd, the digital intelligence powering Laivly’s platform, analyzed cases and predicted appropriate workflows to guide agents to the ideal resolution, as well as locking down the refund option until required steps had been followed.

After just one week of a pilot in which new agents used Sidd, the ecommerce brand experienced:

• 21% improvement on baseline reships
• $112.56 projected monthly savings per agent

When expanded to a larger group that included tenured agents, the brand saw even better results:

• 52.6% increase in reships over baseline
• $343.71 monthly savings per agent
• 358% return on investment

Download the case study now to learn more about how Laivly made it happen.