Warranty claims can be a challenging aspect of customer service, often involving a tedious back-and-forth process that can lead to longer resolution times and customer frustration. In this blog post, we will explore how companies can streamline and enhance their warranty claim processes using custom forms on Gorgias as well as some suggestions outside of Gorgias.
The Challenge
E-commerce customer support executives often struggle with handling warranty claims more efficiently. Their current process involves customers sending descriptions of issues along with photos or videos for evidence. However, this method results in prolonged resolution times and frustrated customers due to extensive back-and-forth communication.
Here are some possible solutions to streamline this process and make it more manageable:
- Utilizing Custom Contact Forms:
– Use a contact form from a separate Gorgias help center, taking advantage of custom subject fields for improved organization.
– While the contact form lacks a specific field for batch numbers, it provides a structured approach to gathering necessary information.
– As for the contact form’s capabilities, these custom forms allow customers to upload photos or videos as evidence for warranty claims.
– The recent release of custom subjects for custom forms highlights their potential to enhance form flexibility and functionality.
– You can find instructions on how to create one here - Creating Help Center Pages:
Another recommendation is creating a help center page outlining the warranty claim process and including the form. This page could then be linked in macros or quick response flows. - Creating Standalone Self-Service Pages:
These are super easy to create/host in Gorgias for free. Just create a help center with no articles. You can also use these instances (called ‘standalone self-service’ or ‘manage my order’ page) in order confirmation emails or a website footer. They give you a url the shows the contact form and self-service portal where shoppers can access order tracking, report issues, etc without needing to access chat. And without you needing to build a help center. You can learn more about this here. - External Form Integration (Non-Gorgias solution):
You could create a form hosted on Shopify, capturing all necessary information, including proof of purchase and product photos. Click here to see an example.
Conclusion
Implementing custom forms within Gorgias can significantly improve the efficiency of handling warranty claims. Whether utilizing the platform’s built-in features or integrating external forms, companies can streamline processes, reduce resolution times, and enhance overall customer satisfaction. The flexibility of Gorgias, combined with the insights from the community, offers a powerful solution for managing warranty claims with ease.