Lenskart has long been a market leader in delivering exceptional customer experiences.However, like many fast-growing e-commerce businesses, it faced critical challenges stemming from failed reverse pickups that frustrated customers and hindered the return process. This is where Futwork, a cutting-edge contact center solution designed for brands that prioritize customer satisfaction, stepped in.
The Problem
Lenskart's team pinpointed serious issues impacting its reverse logistics:
- Nearly 20% of reverse pickups failed due to incorrect or outdated addresses.
- Over 42% of failed pickups were inaccurately labeled as "undeliverable" by agents who did not truly attempt delivery.
- Customers faced delays that severely damaged brand trust and satisfaction.
It was evident that Lenskart required a smarter, more efficient outbound communication system to verify, resolve and recover failed pickups and Futwork provided the answer.
The Futwork Solution
Futwork implemented an intelligent outbound calling process that transformed missed pickups into successful resolutions:
- Accurate Address Verification: For every failed pickup, Futwork agents rigorously validated and corrected addresses, ensuring smooth reattempts.
- Flagging False Pickup Reports: The team identified and escalated instances of fraudulent failed pickups, guaranteeing accountability and transparency throughout operations.
- Enhancing Customer Experience: Customers gained access to flexible options like urgent pickups and store drop-offs, elevating convenience and minimizing frustration.
The Results
The results were both immediate and impactful:
- An impressive 85% connect rate with customers, significantly enhancing reach and resolution speed.
- A remarkable 65% successful closure rate on the first contact.
- Instances of fake non-delivery reports (NDR) plummeted from 42% to 28%, leading to substantial reductions in Lenskart's return-to-origin (RTO) costs.
- A noticeable surge in customer satisfaction and retention.
Why Futwork Excels
A clear mission drives Futwork to empower businesses to communicate more effectively with their customers. Founded with the bold vision of equipping brands with human-first, tech-enabled calling solutions, Futwork connects skilled remote agents with high-growth companies.
From e-commerce to logistics, Futwork is transforming post-purchase journeys, delivering ROI and building lasting customer trust. Explore our impactful work on the Futwork website or reach out through the Futwork contact page.
At Futwork, we continually innovate to make customer communication smarter and more efficient. Our latest focus is on developing Voice AI solutions to automate NDR and return processes in logistics, helping brands reduce turnaround time, improve accuracy and scale customer engagement effortlessly. With technology that listens, learns and responds in real time, Futwork is shaping the future of voice-driven customer support.
