Growing Inside Out
Eytys’ Story of Holistic Improvement with yayloh
Launching with unisex sneakers in 2013, following with a full collection of unisex jeans & ready to wear, Eytys quickly made a mark on the global fashion scene.
Aside from their play on dimensions and proportions. Eytys are well known for their eye in detail and elevated design in everything from products, brick and mortar stores, stretching to the brands online channels as well.
Speaking to a digital generation Eytys has been determined to draft and deliver the perfect shopping experience for its customers. By simplifying their post-purchase service, Eytys have expanded their world of elevated design even further.
yayloh has been the one missing link to understanding the whole flow - from when a customer buys a product to when they choose to return it. They have helped us deliver a best-in-class post-purchase experience with a beautifully-branded digital return form and more agile and performant customer service processes.”
Building a People-Centric Business Model
As more and more people jump onto the dotcom wagon for their shopping runs, returns have increased exponentially in the last few years, and so has the complexity of managing their logistics. With no definite visibility on when and how their manually shipped returns are going to reach the warehouse, customers are often left dissatisfied and worried about their refunds. Safe to say, sitting across the customer service table of an e-commerce platform can be an increasingly daunting task today, as these employees are left to pacify their frantic customers who, in turn, are tired of spending long minutes providing tracking details every time they call, simply to know the status of their money.
Sensing early on that this vicious circle could damage morale and confidence both inwards with their employees and outwards with their customers, Eytys knew they had a critical issue at hand. They knew they had to streamline their post-purchase systems to make it simple and comfortable for everyone involved. With this straightforward objective in mind, Eytys partnered with yayloh to upturn and digitise their entire returns management system. Describing this interesting collaboration, says Eytys:
Evidently enough, the results of this transformation delivered fruitfully in more ways than one! Empowered with a tool that puts every return’s information at a button-click, the customer service team experienced a boost of motivation as they pro-actively engaged with their customers, who in turn felt satisfied with the quick and definitive answers they were able to receive. This further fueled credibility and long-term loyalty for Eytys, a win-win for their people-centric core indeed.
Moreover, the increased visibility and control opened up several opportunities of collaborations within the teams itself, thereby allowing Eytys to cut customer service costs and time.
Reducing overall returns rate
Offering a seamless real-time monitoring system, however, was just the beginning for Eytys who wanted to have 360-degree visibility of their returns. Leveraging yayloh data-analytics solutions, Eytys got access to key metrics and statistics that allowed them to deep-dive into and identify the specific reasons for their returns, and improve their product assortments accordingly. Describing these steps further, Eytys explains:
“Collecting customer feedback has never been so easy and is extremely valuable so that our production team will improve for the next collections. yayloh has also helped us see patterns in our returns so we can easily take actions to improve the customer shopping experience and reduce return rates.”
Eytys was also able to identify some recurring operational and delivery errors that would have otherwise gone unnoticed without the digital monitoring platform. Fixing these not only helped improve operational efficiency but also helped cut down unnecessary time and costs.
All in all, digitisation with yayloh helped Eytys reinforce its core philosophy, creating a fuss-free, beautiful and beneficial post-purchase journey for everyone involved, both inside and out.