Return Material Authorization (RMA) is a critical process for the consumer electronics industry, and according to research, companies spend an average of 9-15% of their total revenue on the product returns process. The returns process is typically initiated through IVR / phone, email, web, or manual agents, and has a response time between a few hours to a couple of days. This has serious cost implications to the company and delivers a bad customer experience. Heightened customer expectations, fused with high cost of operations, has made it imperative for consumer electronic companies to look at other avenues to optimize the RMA process.
Enter LTI’s RMA virtual assistant, a conversational (voice/text) virtual assistant, easily integrated to a consumer electronics companies’ RMA portals, allowing them and OEMs to efficiently manage product returns from their resellers, partners or end-customers. The RMA virtual assistant simplifies user interactions, giving customers the ability to monitor, track and perform returns & exchanges, resulting in improvement in the overall response time and saving costs for manufacturing companies.
Eliminates the need for customer care executives to handle mundane tasks, and instead focus on complex cases and manage customer relationship
Provides on-the-go and intuitive interface to end users, which can be easily extended to support many more use cases, such as product ordering, reporting, etc.
Modular architecture provides the agility and speed required to customize and deploy the solution quickly
Integration with existing authentication and workflow services
Provides dynamic scaling to handle the unexpected demand, without the associated cost escalation.