Onsite Support Testimonials
GreenLighting
How GreenLighting Brought Down Return Costs by $60,000 Quarterly via Onsite Support
Discover how GreenLighting reduced return costs by $60,000 quarterly and lowered their impact on net product profit margins (PPM) by 17%.
The Problem
In Q3 2022, GreenLighting experienced a major issue with defective returns. Their top product, a 12-piece outdoor solar lights multipack, sometimes shipped with one or two defective parts. Customers often returned the entire 12-pack even when everything else worked perfectly.
The Cost of Defects in Q3 2022 Alone
The Solution
Onsite Support helped GreenLighting address the defective returns issue.
The first step: implementing a custom help center with a focused replacement part program. Customers could then easily request replacement parts or partial refunds through the help center.
Key features implemented with Onsite included:
Replacement Part Request
The help center featured a dedicated “Get Your Replacement Part Here” button. This allowed customers to request replacements instead of
returning the entire package.
Partial Refund
Option
Onsite also added an option labeled “Get a Partial Refund.” Customers who wanted to request refunds for the defective parts or pieces alone now had an easy way to do so.
Enhanced Customer Support
Onsite Support provided a comprehensive support system that guided customers through the process of resolving their issues without returning the full product.
The Results
By implementing Onsite Support’s custom help center, GreenLighting achieved the following impressive results.
Cost-Effective Replacements
Each replacement item costs only $3 to make and $5 to ship—significantly lower than the $80 the brand has to refund for full returns. This led to a 90% savings on total return costs.
Reduced
Refunds
Partial refunds only range from $5 to $10. By only refunding the cost of parts, GreenLighting was able to slash their financial losses.
Customer
Satisfaction
This approach not only decreased the cost of returns but also improved customer satisfaction and loyalty.
The Numbers
What We Do Best: Building Strong Customer Relationships for Long-Term Success
Maintaining loyal customers drives consistent revenue and reduces the need for expensive customer acquisition efforts. The best part? It’s so easy to do. According to a global survey by Statista, 57% of customers become loyal to a business because of the customer service they experience. So, all you have to do to build strong relationships with your customers is make them feel valued and seen.
What exactly can Onsite Support do for your business?
Reduce Return
Count
Educate customers with installation videos, offer replacement parts, and provide troubleshooting tips.
Reduce the number of returns by addressing common issues before they escalate. These proactive measures can help keep your listings under Amazon’s return benchmark and save you from extra fees.
Boost Brand
Reputation
Maintain your listing health and turn potential negative reviews into
positive ones by offering top-notch support.
Provide a superior product experience, and turn your biggest critics into brand ambassadors.
Improve
Profits
Reduce your total return chargebacks, improve your net PPM, and gear up for annual vendor negotiations.
Quality support directly impacts your bottom line by minimizing losses and enhancing profitability.
Increase
Sales
Research done by McKinsey & Company showed that products improving from a 4.2 to a 4.4 rating gain over 35% more sales.
Additionally, 95% of products sold in the categories they analyzed had a 3.5-star rating and above.
Create Repeat
Customers
78% of customers who receive quality support will continue to purchase from a business even if it made a mistake in a past transaction.
Customer acquisition costs now range from $21 to $377 per customer. Retaining customers with quality support is the most cost-effective way to do business.
Acquire
Customers
The benefits of quality support don’t stop with customer retention. Repeat customers can increase brand awareness via word of mouth. This is a big deal, since 40% of consumers who find a new product through a word-of-mouth recommendation end up buying that product.
Next Steps
Step 1
Book a demo.
Step 2
Get audited and receive the results within 24 hours.
Step 3
Create a custom support destination.
Step 4
See tickets come in within 10 days!
See Onsite Support in Action
Customer care isn't just a service—
it's a strategy for success.
Enhance your support with Onsite and see the difference in your bottom line.
What are you waiting for? Get a Live Demo Today
See how we can help your brand win and delight customers.
