Boost customer loyalty through easy returns with Intelcom | Dragonfly’s Home Handoff service

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Building customer loyalty in a fiercely competitive e-commerce market is a top priority for retailers around the world. A crucial pillar of customer loyalty is a solid end-to-end logistics customer experience. This includes everything from the initial order to the last-mile delivery and the post-purchase experience, such as making sure easy and efficient returns are as smooth and straightforward as possible.

Volume of product returns

Estimates of the percentage of items that are returned every year vary widely, but most settle around 20-30% of online purchases.

The volume of returns is more than cause for pause, it’s cause for action which is exactly what Intelcom | Dragonfly did. The company developed a seamless, hassle-free returns process that begins exactly where the last-mile delivery process ended – at the customer’s home, ensuring a convenient and frictionless experience.

Intelcom | Dragonfly’s Home Handoff service is in direct response to the growing acknowledgement that hassle-free and efficient product returns are a reality and the cost of doing business in today’s fast-paced e-commerce marketplace.

Product returns are an opportunity to show the online shopper that you value their business, that you treat them with respect and transparency by making returns quick, easy, and convenient, enhancing the overall customer experience and fostering brand loyalty.

How it works

The Home Handoff service covers 90% of the Canadian population, matching Intelcom | Dragonfly’s nationwide last-mile delivery network. There is no need for the consumer to repackage the item or to worry about printing labels and packing slips. The unboxed item is simply handed over to the driver at the door.

First introduced in 2022, the Home Handoff service continues to help our e-commerce partners better serve their customers. This service is ideal for individuals who often stay at home, whether due to caring for young children, working remotely, having mobility challenges, or preferring to avoid going out in bad weather, among other reasons.

The delivery driver is responsible for ensuring the secure and reliable return of the item so that the package reaches the retailer safely, allowing the customer to receive their refund quickly and hassle-free.

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Need more convincing?

According to the latest report by the National Retail Federation, 46% of consumers say to have abandoned a purchase due to the merchant not having a convenient return method while 67% are less likely to shop with a retailer again due to a negative return experience.

The fragmentation of the e-commerce market is expected to accelerate, making it increasingly challenging to compete solely on price. Online retailers will strive for market differentiation by adopting strategies that foster a comprehensive approach to consumer service, including a simple, hassle-free at-home returns process.

Simply because the e-commerce industry is fragmented, it doesn’t mean your customer service strategy has to be as well. Intelcom | Dragonfly offers the Home Handoff service and a number of other solutions that project a fully integrated presence to your consumer base, helping create an end-to-end experience that shows you care.