Case Study: Hedley & Bennett reduces CX support time with Loop Returns

How Hedley & Bennett reduced CX support time with Loop

Hedley & Bennett, an apparel brand, needed to reduce the burden of manual returns on its CX team so agents could spend more time helping customers with more complex questions. The company wanted to automate basic return requests and lower the volume of support tickets related to returns, using Loop Returns’ self-service tools.

With Loop Returns’ Workflows and Instant Exchange features, Hedley & Bennett set up a streamlined self-service returns portal that let customers manage eligible returns, print labels, choose drop-off options, and instantly exchange items or receive store credit. The result was fewer support tickets, faster resolution for customers, higher CSAT, and better revenue retention through more exchanges instead of refunds.

Hedley & Bennett

Steven Feczko

Senior Director of Operations