Argos

Case study

Background:

UK retail giant, Argos, suffer from receiving a vast number of returns in-store for tech products that are not faulty, damaged or otherwise unusable. The organisation sees a high number of wastage due to these unnecessary returns which has a direct impact on Argos’ bottom line.

Challenge:

The Argos product range includes own brand items as well as partner brand items, each with their own returns policy, customer help information and warranty procedures. We needed a customer-facing solution to handle these varying requirements to work across the Argos catalogues.

Solution:

We developed the Customer Support website – a portal where customers are able to self-help, troubleshoot and access assistance regarding their recent purchase. A bespoke and dynamic platform allows the User to quickly search for their item and view or download product manuals, watch how-to videos and follow step-by-step instructions, thus eliminating the desire to return to store.

The Site is an integral function of the Customer Service operation, utilised by customer call centre staff and Argos colleagues in-store. A comprehensive API solution allows 3rd party partners to access useful data directly from the back-end.

Results

Customer Returns Reduced by 28%

£5m saving in revenue

20,000+ daily site visits

Phoenix Digital have been a pivotal part of our roadmap with their Digital capabilities. They always deliver on our visions and manage to turn ideas into reality within challenging timescales.
They are a great company to work with.
Ian Fenton, Returns Prevention Manager, Sainsburys Argos