The expectation of the modern consumer
We order online, track packages via apps, handle banking on our phones and book vacations with a few clicks. The modern consumer is used to self-service. In fact, many consumers prefer self-service over personal contact — as long as it works simply and intuitively.
Yet most businesses still ask their customers to call or email when they want to return a product. This is not only inconvenient for the consumer, but also costly for the business. Every phone call takes time. Every email must be read, answered and processed. And the information must then be manually transferred to the internal system.
Widgets on your own website
With OneHup self-service widgets, you place a return form, damage report or warranty claim directly on your own website. The widget integrates seamlessly into your existing page — with your own colors, logo and branding. For the consumer, it feels like a natural part of your website.
What can the consumer do?
- Submit a return — Select product, provide reason, upload photo
- Report damage — Fill in description, add evidence
- Submit warranty claim — Upload proof of purchase, describe defect
- Check status — Enter case number and see the status directly
Automatically a case in OneHup
Every submitted form is automatically converted into a complete case in OneHup. All data filled in by the consumer is transferred: name, contact details, product information, problem description, and any photos or documents.
Your team does not need to retype anything. The case is immediately ready to be processed, including the correct status flow and automatic notifications. This not only saves time, but also eliminates the input errors that occur with manual retyping.
Configurable per type
You can create multiple widgets for different purposes. A widget for returns on your returns page, a widget for damage reports on your customer service page, and a widget for warranty claims on your product page. Each form is fully configurable: you determine which fields are required, which options are available and how the form looks.
Less support, more satisfaction
The numbers speak for themselves. Businesses that offer self-service for returns and claims report on average:
- 40% fewer phone calls about return status
- 60% faster intake of new cases
- 25% higher customer satisfaction due to 24/7 availability
- Zero input errors at intake (consumer fills in themselves)
Easy to implement
Adding a widget to your website is simple. OneHup generates an embed code that you can place on any page. Or simply share the direct link to the form via email or your customer service portal. No technical knowledge required, no complex integration process.
Conclusion
Self-service widgets are not a replacement for personal contact, but a powerful supplement. They give your customers the flexibility to submit a return or claim at their own time, in their own way. And they give your team more time for the cases that do need personal attention.
Curious how self-service widgets can lighten your support process? Get in touch for a demonstration.
