Resolving a Surge in Returns
Our client was experiencing a surge in returns where people couldn’t figure out how to make certain products work. People were giving up and returning these items even though they were not defective or damaged. This surge in returns gained attention as they were mostly in the electronics category. Electronics go through rigorous QA testing by the manufacturer, so damage or defect wasn’t a factor for concern here. It soon became clear that the reason so many customers were returning products was that they came with limited support when setting them up. Our client needed to create more product-specific content that would help users set up and adopt new products effectively.