Ease the seasonal sales returns spike with background noise cancellation

The run up to Black Friday signals a busy time for retailers, and for very good reason: a huge spike in sales and heightened consumer engagement isn’t an opportunity that brands can afford to skip, especially as shoppers become increasingly more savvy and with companies seeing record sales year-on-year.

The flip side is a dramatic surge in product returns in subsequent days and weeks, a phase that demands equal, if not more, attention and preparation. However, with the advent of background noise-removing technology, retailers can effectively mitigate the stress and strain associated with this period, transforming it into further opportunity for strengthened customer loyalty and seamless operations. Here’s how brands can navigate the post-Black Friday turbulence and come out even stronger on the other side:

In the hustle and bustle of the post-Black Friday period, customer service agents become a pivotal point of interaction. Brands should be aware that a streamlined return experience is fast becoming a decisive factor in securing repeat business. In fact, 92% of customers say that they would buy again if the returns process was straightforward.

Maintaining an exceptional returns process is vital for companies’ longevity, especially during times of increased pressure and call volume. With 84% of agents blaming background noise as the reason for delivering poor customer service, a clear area of improvement is presented to business leaders: proactively mitigate background noise or risk future sales. Eliminating background noise is not only necessary, but a quick win. Noise cancelling technologies (try ours for free for 7 days) enable agents and customers to communicate distraction-free, vastly improving the returns experience.

By filtering out background noise, this technology also aids in reducing cognitive load for customers, which is particularly beneficial when they are navigating return procedures. This not only ensures a positive interaction but can potentially elevate your brand perception, forging a climate of trust and customer-centricity that stands out in a fiercely competitive market.

The post-Black Friday period beckons a diverse group of customers, including a significant number of older individuals who prefer the traditional telephone channel for communication. This group, due to a higher propensity towards hearing difficulties (about 40% of people aged 50 years old and 71% of people aged 70 years old and older experience hearing loss), demands special attention, not only from an inclusivity perspective, but also from a growth point of view.

Ensuring that these customers are not further alienated, nor irritated, by a noisy background is an inclusive move that will enhance customer experience. On top of this, since “the silver economy” holds a significant portion of the purchasing power (being set to reach a value of $15 trillion by 2030), catering to their needs effectively will boost brand loyalty and bottom lines. Investment in technologies that will aid this group’s interactions is a smart business strategy.

Call centre agents are the main point of contact for customers who are likely annoyed, dissatisfied and often feel like they are not being heard. Any distracting noise and chatter can escalate stress levels for both the agent and the customer, and more pertinently, it can hinder the agent’s performance. A serene, noise-controlled environment, facilitated by noise cancelling apps will protect your team from unnecessary stress and difficulty, thereby allowing them to deliver the best service possible.

As the retail sector steers closer to the Black Friday frenzy, a proactive approach towards managing the expected surge in returns is vital. Noise cancelling technologies like IRIS Clarity are poised to transform potential stress points into opportunities for brand enhancement and customer satisfaction.

By transitioning from a loud environment to one that promotes good practice and service, retailers have a golden opportunity to set themselves ahead of the rest when it comes to Black Friday returns. Investment now will set brands up for increased customer loyalty and heightened employee satisfaction, positioning your brand as a premium frontrunner in the industry. Try IRIS Clarity yourself for free by registering here.