Inmar Post-Purchase Solutions, a leading provider of post-purchase customer experience and e-commerce returns solutions, and KIOSK Information Systems (KIOSK), the leading self-service solution provider in North America, have partnered to bring unprecedented convenience and efficiency to the product returns process.
Self-service returns kiosks enable automated, package-free and label-free returns for products purchased online. This innovative approach to returns processing provides cost savings, increases Net Promoter Scores (NPS), boosts shopper loyalty and improves sustainability — without adding staff.
Process More Returns with Less Staff while Increasing Customer Satisfaction
Using self-service kiosks enables staff to spend less time managing returns and more time serving shoppers — about 94 percent more time.
“Online returns are crucial to e-commerce success, but despite being vital to loyalty and purchase frequency, returns are often frustrating for shoppers,” said Dan Nevin, General Manager at Inmar Post-Purchase Solutions. “Self-service kiosks eliminate this frustration while adding value to host merchants. Processing 1.8 million returns during our national rollout, and maintaining a customer satisfaction rate of 93 percent, clearly indicates shoppers are embracing self-service returns.”
In addition to greater convenience, in-store returns are also more sustainable, as customers fit their return journey into their normal schedules. Returns are consolidated in one place as well, which makes shipping more efficient and reduces the consumption of fossil fuels.
KIOSK designs, manufactures, monitors and supports the nationwide kiosk deployment. KIOSK IT professionals monitor real-time IoT alerts on the system, and software and component-level performance, which facilitates industry-leading uptime statistics.
“Because these kiosks are so quickly adopted and heavily used throughout each day, uptime is paramount to delivering the optimal post-purchase experience,” said Kim Kenney, CEO of KIOSK. “Our comprehensive service wrapper provides a consistent and reliable returns experience in the field, ensuring that first-timers naturally transition to repetitive loyal users.”