Growing inside-out: happier customers and high performing customer service team
Get to know Eytys
Launching with unisex sneakers in 2013 then following up with a full collection of unisex jeans & ready to wear shortly after, Eytys has quickly made a mark on the global fashion scene.
Aside from their play on dimensions and proportions, Eytys is well known for their eye for detail and elevated design in everything they touch— from products to brick and mortar stores and 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 its post-purchase service using yayloh, Eytys has expanded its world of elevated design even further.
Online sales at Eytys have grown exponentially and, consequently, so have the returns, adding to the complexity of managing logistics. With a manual return process the lack of engagement with the customers leaves them worried, frustrated, and unlikely to place a new order in the future. On the other end, the customer service team faces a daunting task as they have to respond to numerous customer calls without the proper tracking tools in place.
Eytys quickly saw that this problem could damage the morale and confidence of their employees and customers, so they took action. They knew they had to streamline their post-purchase systems to make it simple and comfortable for everyone involved. That’s where yayloh came into the picture.
The solution: yayloh return management platform
With this straightforward objective in mind, Eytys partnered with yayloh to revamp and digitize their entire returns management system.
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 fuelled credibility and long-term loyalty for Eytys, a win-win for their people-centric core indeed.
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. -
Louise Reznik, E-commerce Manager, Eytys
The results: Increased efficiencies and reduced returns
With yayloh's loyalty-first return solution, the brand offers a seamless real-time monitoring system while increasing customer satisfaction. Eytys aim to have 360-degree visibility of their entire return process was met with yayloh’s data-analytics solution that collects and analyses data allowing the brand to:
Eytys got access to key metrics and statistics that allowed them to deep-dive into and identify the specific reasons for customer returns, and improve their product sizing descriptions and production for future collections.
Improve operational efficiency
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, cut down unnecessary time and costs, it also prevented dissatisfied customers from churning.
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.
Collecting customer feedback has never been so easy and is extremely valuable so that our production team will improve for the next collections.
Louise Reznik, E-commerce Manage, Eytys
All in all, going digital with yayloh helped Eytys reinforce its core philosophy, creating a fuss-free, beautiful, and beneficial post-purchase journey for everyone involved, both inside the organization and out.