8x8 Announces 8x8 Aftersale Assist for Retailers to Reduce Returns, Improve Customer Experiences, and Drive Revenue Growth
8x8 (NASDAQ: EGHT) has launched 8x8 Aftersale Assist™, a new solution combining Contact Center, Unified Communication, and CPaaS APIs to help retailers reduce returns and enhance customer experiences. The solution addresses the significant challenge of retail returns, which are projected to reach $890 billion in 2024, with retailers expecting 16.9% of annual sales to be returned.
The platform enables retailers to provide customer guidance through one-way video consultations, virtual support, and AI-powered self-service options. Key features include improved customer onboarding, reduced operational costs, and enhanced personalization through self-service experiences. The solution integrates with the existing 8x8 Platform for CX and can be used alongside 8x8 Sales Assist to create a comprehensive customer journey from pre-sale to post-sale support.
8x8 (NASDAQ: EGHT) ha lanciato 8x8 Aftersale Assist™, una nuova soluzione che combina Contact Center, Unified Communication e API CPaaS per aiutare i rivenditori a ridurre i resi e migliorare l'esperienza dei clienti. La soluzione affronta la significativa sfida dei resi nel commercio al dettaglio, che si prevede raggiungeranno $890 miliardi nel 2024, con i rivenditori che si aspettano che il 16,9% delle vendite annuali venga restituito.
La piattaforma consente ai rivenditori di fornire supporto ai clienti tramite consultazioni video unidirezionali, supporto virtuale e opzioni di self-service potenziate dall'IA. Le funzionalità chiave includono un miglior onboarding dei clienti, riduzione dei costi operativi e una personalizzazione migliorata attraverso esperienze di self-service. La soluzione si integra con l'attuale 8x8 Platform for CX e può essere utilizzata insieme a 8x8 Sales Assist per creare un percorso cliente completo, dal supporto pre-vendita a quello post-vendita.
8x8 (NASDAQ: EGHT) ha lanzado 8x8 Aftersale Assist™, una nueva solución que combina Contact Center, Comunicaciones Unificadas y APIs de CPaaS para ayudar a los minoristas a reducir las devoluciones y mejorar la experiencia del cliente. La solución aborda el significativo desafío de las devoluciones en el comercio minorista, que se proyecta que alcanzarán $890 mil millones en 2024, con los minoristas esperando que el 16.9% de las ventas anuales sean devueltas.
La plataforma permite a los minoristas proporcionar orientación al cliente a través de consultas de video unidireccionales, soporte virtual y opciones de autoservicio impulsadas por IA. Las características clave incluyen una mejor incorporación de clientes, reducción de costos operativos y una mayor personalización a través de experiencias de autoservicio. La solución se integra con la actual 8x8 Platform for CX y puede usarse junto con 8x8 Sales Assist para crear un recorrido del cliente integral desde el soporte previo a la venta hasta el soporte posterior a la venta.
8x8 (NASDAQ: EGHT)는 8x8 Aftersale Assist™를 출시했습니다. 이 새로운 솔루션은 고객 센터, 통합 커뮤니케이션 및 CPaaS API를 결합하여 소매업체가 반품을 줄이고 고객 경험을 향상시키는 데 도움을 줍니다. 이 솔루션은 2024년까지 8900억 달러에 이를 것으로 예상되는 소매 반품이라는 중요한 문제를 해결합니다. 소매업체는 연간 판매의 16.9%가 반품될 것으로 예상하고 있습니다.
이 플랫폼은 소매업체가 일방향 비디오 상담, 가상 지원 및 AI 기반 셀프 서비스 옵션을 통해 고객에게 안내를 제공할 수 있도록 합니다. 주요 기능으로는 개선된 고객 온보딩, 운영 비용 절감 및 셀프 서비스 경험을 통한 개인화 향상이 포함됩니다. 이 솔루션은 기존의 8x8 Platform for CX와 통합되며, 8x8 Sales Assist와 함께 사용하여 판매 전 지원부터 판매 후 지원까지 포괄적인 고객 여정을 생성할 수 있습니다.
8x8 (NASDAQ: EGHT) a lancé 8x8 Aftersale Assist™, une nouvelle solution combinant Centre de Contact, Communications Unifiées et API CPaaS pour aider les détaillants à réduire les retours et améliorer l'expérience client. La solution répond au défi majeur des retours dans le commerce de détail, qui devraient atteindre 890 milliards de dollars en 2024, les détaillants s'attendant à ce que 16,9 % des ventes annuelles soient retournées.
La plateforme permet aux détaillants de fournir des conseils aux clients via des consultations vidéo unidirectionnelles, un support virtuel et des options de self-service alimentées par l'IA. Les fonctionnalités clés incluent une meilleure intégration des clients, une réduction des coûts opérationnels et une personnalisation améliorée grâce à des expériences de self-service. La solution s'intègre à la 8x8 Platform for CX existante et peut être utilisée avec 8x8 Sales Assist pour créer un parcours client complet, du support pré-vente au support post-vente.
8x8 (NASDAQ: EGHT) hat 8x8 Aftersale Assist™ eingeführt, eine neue Lösung, die Contact Center, Unified Communication und CPaaS-APIs kombiniert, um Einzelhändlern zu helfen, Rücksendungen zu reduzieren und das Kundenerlebnis zu verbessern. Die Lösung geht die erhebliche Herausforderung von Rücksendungen im Einzelhandel an, die voraussichtlich 890 Milliarden US-Dollar im Jahr 2024 erreichen werden, wobei Einzelhändler erwarten, dass 16,9 % des Jahresumsatzes zurückgegeben werden.
Die Plattform ermöglicht es Einzelhändlern, Kundenanleitungen über einseitige Video-Konsultationen, virtuellen Support und KI-gestützte Self-Service-Optionen bereitzustellen. Zu den wichtigsten Funktionen gehören verbessertes Kunden-Onboarding, reduzierte Betriebskosten und verbesserte Personalisierung durch Self-Service-Erlebnisse. Die Lösung integriert sich in die bestehende 8x8 Platform for CX und kann zusammen mit 8x8 Sales Assist verwendet werden, um eine umfassende Customer Journey vom Pre-Sale bis zum Post-Sale-Support zu schaffen.
- Addresses a significant market need with returns projected at $890 billion in 2024
- Potential to reduce operational costs through virtual support and return reduction
- Integration with existing 8x8 Platform enhances product ecosystem value
- Success depends on retailer adoption and implementation
- Faces competition in crowded retail technology market
Insights
The launch of 8x8 Aftersale Assist represents a calculated response to a $890 billion market challenge in retail returns, with several strategic implications worth noting:
The solution's timing is particularly strategic, launching during 'Returnuary' when retailers face their highest return volumes. With retailers expecting
The platform's integration of AI-powered support, one-way video consultations, and automated SMS engagement addresses multiple friction points in the post-purchase journey. This comprehensive approach differentiates it from point solutions that tackle only specific aspects of returns management.
Three key strategic advantages emerge:
- The solution's integration with existing 8x8 Sales Assist creates an end-to-end customer journey platform, potentially increasing switching costs for retailers already using 8x8 services
- The focus on proactive support through AI and video consultation could significantly reduce return-related operational costs, offering a clear ROI proposition for retailers
- The platform's ability to transform routine transactions into relationship-building opportunities aligns with retailers' increasing focus on lifetime customer value
However, success will largely depend on retailers' willingness to invest in new technology during a period of economic uncertainty. The solution's effectiveness in reducing returns while maintaining customer satisfaction will be important for adoption, particularly among larger retailers where even a small percentage reduction in returns could translate to significant savings.
Post-sale Solution for Retailers Combines Multiple 8x8 Platform Capabilities to Minimize Returns and Increase Customer Satisfaction
Combining 8x8 Platform for CX components from 8x8 Contact Center, 8x8 CPaaS, and 8x8 Work, the new solution is specifically tailored to address the specific needs of retailers by cutting down on operational costs, deflecting unnecessary returns, and building and enhancing customer loyalty and experiences.
January, often dubbed ‘Returnuary,’ often sees a spike in retail returns after the holiday shopping season. According to the US National Retail Federation (NRF) report, 2024 Consumer Returns in the Retail Industry, retailers estimate that
8x8 Aftersale Assist delivers automated end-to-end AI-powered customer experience solutions for retailers to continue building the customer relationship beyond the end of the sale. By enhancing the customer experience and minimizing post-sale unhappiness, retailers can lower logistical costs, such as refunds, additional shipping needs, unnecessary packaging, and more.
“Retailers understand the importance of fostering loyalty in their customer base; ensuring customers come back time and time again. This is the foundation for lasting growth in every industry,” said Lisa Martin, Chief Revenue Officer at 8x8, Inc. “With 8x8 Aftersale Assist, we are providing retailers with the tools they need to turn every shopper into a loyal customer—seamlessly transforming transactions into lasting relationships.”
8x8 Aftersale Assist allows retail organizations to:
- Improve customer onboarding by providing customers with guidance on product setup and troubleshooting via one-way video. By offering the ability to consult with an expert, retailers can minimize confusion and frustration.
- Reduce high operational costs by supporting customers virtually at important steps of the buyer’s journey, such as onboarding, eliminating the need for unnecessary returns or call-outs.
- Offer enhanced positive experiences, by providing high-quality, convenient service, customers are more likely to stay loyal and recommend the brand which also helps retailers aiming to deliver end-to-end (e2e) excellence.
- Improve personalization through self-service experiences that are convenient and accessible. According to the McKinsey report, State of the Consumer 2024, an improved digital experience is a key requirement for retailers to win over and retain the customers of the future.
“At the end of the day, we’re all consumers and we all want seamless, easy experiences regardless of the sector we’re in,” said Hunter Middleton, Chief Product Officer at 8x8, Inc. “8x8 Aftersale Assist ensures that retailers have the tools they need to enhance customer experiences, driving customer satisfaction and loyalty and eliminating unnecessary, costly returns and material expenditures.”
8x8 Aftersale Assist helps retailers drive better customer experiences by proactively offering help and support with setup, installation, or any other issues via automated SMS to either access AI-powered self service or consult directly with a contact center agent. If choosing to connect with an agent, customers have the option to connect with an agent immediately or schedule a consultation through the 8x8 Intelligent Customer Assistant. Depending on the needs of the customer, the agent can then elevate the real-time interaction to video, directly from the 8x8 Contact Center Agent Workspace, via a secure, ready to use, one-way video link, to better address and resolve issues with a visual component. This process ensures a seamless experience to leave customers feeling supported and satisfied.
8x8 Aftersale Assist is delivered through the 8x8 Platform for CX which seamlessly unites contact center, unified communications, and CPaaS APIs to help organizations connect customers and teams globally, empowering CX and IT leaders with AI-powered performance and insights to make smarter decisions, delight customers, and drive lasting business impact. It can also be used in conjunction with the 8x8 Sales Assist solution to deliver a streamlined customer journey from the start of the shopping experience to the post-sale experience. 8x8 Sales Assist reflects the multichannel shopping experience that is preferred by so many consumers and allows retailers‘ customers to engage through their channel of choice, including web chat, bot, social media, SMS, email, or voice, for faster, easier shopping experiences. 8x8 Aftersale Assist then picks up for the post-sale experience to continue the customer relationship and satisfaction.
To learn more about 8x8 Aftersale Assist, watch this informational video or read this recent blog post revealing more information on why we’ve brought this to market.
Caution Concerning Forward-Looking Statements
This press release contains forward-looking statements including those related to the features and functionality to be delivered through the 8x8 Platform for CX. Readers are cautioned that such forward-looking statements involve risks and uncertainties that could cause actual events or our actual results to differ materially from those expressed in any such forward-looking statements. Readers are directed to 8x8’s periodic and other reports filed with the Securities and Exchange Commission (SEC) for a description of such risks and uncertainties. These risks could reduce the growth of our CX business and contact center momentum which could impact our revenues and profitability. 8x8 undertakes no obligation to update any forward-looking statements.
About 8x8 Inc.
8x8, Inc. (NASDAQ: EGHT) connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communication, and CPaaS APIs. The 8x8® Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, X, and Facebook.
8x8® is a trademark of 8x8, Inc.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250213460499/en/
Media:
PR@8x8.com
Source: 8x8, Inc.
FAQ
What is the projected value of retail returns that 8x8's Aftersale Assist (EGHT) aims to address in 2024?
How does 8x8 Aftersale Assist (EGHT) help retailers reduce returns?
What are the main features of 8x8's Aftersale Assist (EGHT) solution?
How does 8x8 Aftersale Assist (EGHT) integrate with existing 8x8 solutions?
