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Case Study

Superfit Hero Prioritizes Exceptional CS Using Returnly

Read how Superfit Hero automates returns without sacrificing on delivering a great customer experience.

The Challenge

Driven by the mission to perfect the art of the plus size fit, Superfit Hero launched from home shipping orders, processing returns and managing logistics from anywhere they could find the space, be it the garage or living room. Customer Support & Community Manager Kristina Glass recalls, “Previously, returns were entirely manual. Customers had to fill out a form on our website which would feed into a spreadsheet we’d comb through daily. We would create each return label, process the refunds and sort through the spreadsheet for exchange requests. It was a tedious process, and we needed help automating returns but didn’t want to lose our personal touch and relationships we’d built with customers.”

The Solution

After researching various returns partners, the Superfit Hero team discovered Returnly and confidently integrated trusting the partnership would enable the business to scale and free up the team’s time without sacrificing the exceptional customer service and attention to detail they champion.

The Solution

The Results

Outcome #1 - Automated returns at scale

Glass was pleasantly surprised to see how quickly Returnly ran itself. “I used to monitor our Return Manager super closely because that’s what I was used to, but now I just oversee it. When I do have to log in to Returnly, I realize I haven’t had to spend much time in the platform -- which is how it should be.” With Returnly in place, the Superfit Hero team enjoy 92% returns automation.

Outcome #2 - Flexible policies and controls

While automating returns, Superfit Hero was not willing to compromise on one thing – delivering an exceptional customer experience. “Unfortunately, plus size shoppers are constantly ignored and not considered by brands. Plus size customers are our only customers, and Returnly’s flexible controls help us deliver a great experience that keeps them coming back.”

Using Returnly analytics, the Superfit Hero team has optimized their policy discovering the best case scenario for both their business and customers. “We found that a 21-day return window is best for our brand after testing a variety of alternatives. It provides enough flexibility to our customers while still creating enough urgency to return in a timely manner. This is great for us as a small business as it enables us to better account for what’s on our books with less surprises down the road.”

Outcome #3 - Actionable customer feedback loop

Not only does automating returns put time back in Glass’ day, but it also ensures customers’ voices are heard. “Whether the feedback is good or bad, we want to hear from our customers. We initially had concerns that with automating returns, we would lose the element of personalized support we’re so used to providing. We were pleasantly surprised to see that we’re still able to capture customer feedback throughout the returns flow. This allows us to listen to our customers and take action on their feedback.”

Conclusion

Superfit Hero continues to prioritize listening to their customers and looks toward the next chapter of growth and automation with Returnly. “Recently we had a customer write in, ‘Thank you for making this process so easy. Online returns are so stressful, I could weep from relief.’ We do whatever it takes to make it right for customers and always will. Returnly has been integral in keeping that promise.”

  • Brand image

    Industry Swim and athleticwear

    Key Products Automated Exchanges

    Website returns.superfithero.com

  • Business Impact

    92% automated returns, 30% exchange conversion

Kristina Glass, Customer Support & Community Manager

“A customer wrote in, ‘Thank you for making this process so easy. Online returns are so stressful, I could weep from relief.’ We do whatever it takes to make it right for customers and always will. Returnly has been integral in keeping that promise.”

Kristina Glass, Customer Support & Community Manager

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