yayloh helps ANJA deliver a top-notch return experience to its customers by automating the return process
Get to know ANJA
ANJA Paris is a feminine swimwear brand. It was created in 2017 by Alexandra Thiltgès, out of a woman's observation that "finding good-quality, affordable swimsuits with refined colours and cuts is a real challenge". In addition to swimwear, ANJA's product portfolio includes L'Eau d'ANJA, an olfactory signature made from quality natural ingredients and some organic materials.
ANJA set up its online store in collaboration with Agence PM, a Shopify agency specialising in DTC brands. Like many, the brand started handling returns manually, but the need to automate the return process became inevitable as ANJA began to grow and sell internationally.
Before yayloh — Manual returns were holding the growth.
Unfortunately, with higher sales comes higher returns, so a few complications in managing logistics were identified. The manual return process prompted human-caused errors and prevented the brand from engaging with its customers. On top of that, it became cumbersome and slow, leaving the team without any control over their returns.
Inefficiencies in handling returns can lead to unhappy customers, consequently increasing churn and decreasing customer loyalty.
A manual return process was putting the breaks on our international growth. Agence PM, our Shopify Agency, recommended yayloh as a customer-centric return platform with a really good Shopify integration. It was a no brainer.
ANJA customers were filling out return paper forms, meaning their 3PL reported return reasons manually. The process was time-consuming, and the return data quality was poor. To automate the return process while delivering a smooth return experience to its customers, ANJA partnered with the yayloh return management platform.
The Goal — A returns process that boosts productivity and drives loyalty
For ANJA, its partnership with yayloh was straightforward: to simplify and automate the returns management system,m thereby boosting the productivity of its staff and increasing customer loyalty.
With yayloh — Faster, easier and fully automated returns with yayloh
ANJA's partnership with yayloh aims to automate its return process to help the brand grow internationally whilst delivering a top-notch customer experience.
Performance and productivity boost
With yayloh’s ticketing system, the customer service team is able to engage with customers when needed, based on the comments received.
With yayloh, we gain access to a return management platform that streamlines operations, saving our team hours of manual work.
Gather data to reduce the return rate
Additionally, ANJA can collect data on why return reasons in an engaging manner during the return process. According to customers’ feedback on the yayloh dashboard, the brand can improve customer experience by adjusting the sizing guide, product pictures and description.
The tool also gathers and analyses return reasons to quickly help us spot problems on our products and make the necessary adjustments based directly on customer feedback. The data analytics tool is a great feature to reduce the return rate.
A self-service return process
With a digital return process, customers have the upper hand; they can submit the return request at their own pace and be updated on the return status along the way. On top of being in control, the return process is fully branded, allowing them to continue engaging with the brand at all times, building loyalty and boosting retention.
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Your brand is present at all times during the return process, which reassures our customers and keeps them in touch with us and our products at all times. The process is very intuitive and the design of the platform is beautiful.
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