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How Bstore reached an NPS rating of 95 through returns with Loop

Here’s how Loop’s automation and Shop Now helps Bstore provide customers with an enjoyable, stress free return experience—while improving their bottom line.

 

Estimated reading time: 5 min

Bstore with Loop:

50%

of revenue retained from returns

550

hours saved in manual labor

$3.65

average upsell value per return

bstore logo

Learn more about Bstore:

Bstore sells fashionable women’s and men’s shoes you can wear all day, including international and Australian brands such as Birkenstock, Elska, FitFlop, and Teva. Founded in 2001, Bstore has strict criteria for trends, comfort, and durability, which has helped them fill a gap in the market. Bstore offers a range of sneakers, flats, sandals, slides, boots, and waterproof boots through both their online Shopify store and their seven locations across Australia. 

The Challenge: Manual returns were slow and inefficient

 

Prior to partnering with Loop, Bstore processed 100% of their returns manually. It was an exhaustive, cumbersome process that demanded far too many resources—placing a significant strain on their customer support team, and hindering their ability to scale their business. 

 

Manual returns also left them without the data necessary to better understand return reasons which could’ve better informed their decision making processes. Plus, they were forced to charge for return labels, which caused customer frustration and dissatisfaction – that is, until they found Loop.

 

“I initially thought Loop looked too good to be true, so after I booked a demo, I was seriously impressed by your platform,” says Makin.

Shop Now helps Bstore retain revenue and make an extra $3.65 per return

 

Shop Now enables Bstore to empower their customers to shop across their entire real-time inventory when considering a product exchange, leading to a seamless exchange process with endless potential for upsells. 

 

This is especially important for their brand, since shoes are notoriously difficult to accurately self-size online, so an easy and wonderful exchange process is crucial. Bstore also customized their return and exchange rules to better align with their commitment to providing a delightful customer experience. Plus, they ceased charging for return labels, directly impacting their customer happiness.

Loop’s automation tools saved Bstore 550 hours of customer support labor

 

Not only did Bstore’s shoppers like the transition to automated returns because the return process was easy and seamless, automation also helped save time for Bstore on the backend. Loop’s automation tools not only positively impacts Bstore’s bottom line, but it also enables them to extend their top-notch customer experience philosophy to the returns space.

 

“We recently set an NPS survey to 6,000 customers who’d processed a return and the feedback we got was amazing: we received a 95 rating,” says Makin.

The Outcome: Automation + customer loyalty incentives = healthy growth

 

Once Bstore onboarded with Loop, they began to see a marked difference in their returns process.

 

Their returns went from manual to automated, alleviating their customer service team while saving time and money. They gained access to reliable, trustworthy, and granular return data enabling them to make better informed decisions as they scale.

 

“Today, our self-service returns delight our customers,” says Makin.

Be like Bstore, and delight your shoppers,
without blowing your budget.

Switch to Loop and build your customer loyalty, with speed.

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