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Return Rabbit is a technology that supports return management for Shopify brands, with the goal of making returns and exchanges easier. And because reasons and product feedback are a treasure trove of useful data, Return Rabbit captures custom return reasons, to uncover customer insights into what works and what doesn’t and apply it to everything from product details and photography to product development.

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Return Rabbit

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Auctane (Stamps.com, Inc)

Retain Revenue with Return Rabbit

Returns don't have to result in a refund. Start to satisfy shoppers and retain more revenue in your returns process by winning more exchanges with Return Rabbit. Visit https://www.returnrabbit.com/hop-in/ to learn more.

Return Rabbit Customer Story: Honeylove

When Honeylove first launched publicly back in 2018, the brand relied on a manual returns management platform. This was fine for a budding company, but as an established apparel brand wanting to grow, manual returns were costing time and money.

To combat this, Honeylove chose Return Rabbit as their returns management solution to automate their processes, drive exchanges, provide actionable insights, and so much more.

The Honeylove team graciously shared their thoughts and experiences around returns management strategy with us. Take a listen!

What challenges were you experiencing prior to implementing Return Rabbit?

Our previous returns management platform was restrictive and frankly pretty generic. The reporting and data features were sub-standard and exchange options were very limited, but with Return Rabbit we haven’t run into these issues. There’s a great amount of flexibility within the portal itself that’s made the return process a lot easier to navigate. Plus, we’re retaining more revenue now my converting returns into exchanges. 

What is the process for choosing the garments that Honeylove creates? How does customer feedback influence these decisions? 

Shapewear isn’t something women need, but it can help us feel more comfortable and confident when we step into a room. Our driving force when we create a garment is to fill a need that our customers have voiced. Customer feedback to us is at the heart of all product decisions, so having unique return reasons and sub reasons for each product has allowed us to act faster and it makes our customers feel heard. 

How does quality translate to the vendors you work with?

When we choose a vendor, we want to ensure that their values align with ours. We don’t want to feel like just one of many. That’s what’s been so great about working with Return Rabbit. Anytime we have a request or question about the platform, there’s always someone there to walk us through it. Their willingness to collaborate and improve processes is unmatched, and their value-based insights help inform our innovation strategy. 

How have your returns processes affected your customer retention strategy?

Implementing Return Rabbit hasn’t just helped Honeylove and our employees, it’s made the process much more convenient and efficient for our customers. The ease of use of the platform and the ability to exchange across categories has encouraged our customers to make repeat purchases with us. Our customers feel more comfortable and confident shopping with us now. 

How have return reasons helped your processes?

Being able to dive into specific return reasons has really allowed us to make improvements to our products much faster. It’s really a treasure trove of information we can use to be smarter about how we run our business. 

How have you benefited from using the automated returns management system?

Having an automated returns management system through Return Rabbit has completely streamlined our processes. As a fast growing company, it’s nice to have one less thing to worry about to be able to focus on delivering the best experience to our customers. 

How has automated returns management impacted the team and your processes?

In 2021 alone, we automated over 100,000 returns, which saved us over 15 full-time employees on the customer experience team. That number speaks for itself. We’ve been able to focus on other areas, like improving our products and refining the customer experience without being bottlenecked by these returns. 

What made you choose Return Rabbit and what made them stand out?

From the start, the process with Return Rabbit felt more like a partnership than a typical vendor relationship. We’ve consistently been impressed with the team’s willingness to collaborate and think outside the box. Return Rabbit has allowed us to customize our returns portal and suit our customers needs. 

Anything else you’d like to share?

We talked a lot about how great the Return Rabbit team is, but the platform itself is really intuitive and effective. The benefits are far-reaching and include returns and exchanges, customer support, marketing, and product development. The ability to match the portal to our brand and analyze product feedback has been a key revenue driver and customer retention strategy. 

ABOUT RETURN RABBIT

Return Rabbit’s revenue-focused, data-driven technology makes the entire returns management process simple for both Shopify merchants and their shoppers. Fast to launch and easy to use, Return Rabbit serves everyone from small businesses who need a turnkey returns process to growing, larger ecommerce brands looking for robust functionality and deep insights. Returns management is often viewed as a cost center for eCommerce brands, but we’re here to reinvent the wheel. With Return Rabbit’s proprietary technology, now returns management is hare-raisingly easy. Book a demo today: https://www.returnrabbit.com/schedule-a-demo

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

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Overview

What is Return Rabbit?