e-commerce

2 articles

A package next to a phone showing a two-way support text thread.

SMS CX Shouldn't Be NoReply

E-commerce made returns frictionless by eliminating the moment to help. Proactive SMS gives that moment back, and customers don't experience it as friction. They experience it as care.

January 20, 2026 • 14 min read

Ilya Valmianski

returnse-commercecustomer experienceAIpost-purchase

Timeline showing the customer journey from delivery to return decision.

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The End of Reactive Support

How proactive post-purchase engagement can prevent returns, convert refunds to exchanges, and build customer loyalty in e-commerce.

January 13, 2025 • 11 min read

Ilya Valmianski

returnse-commercecustomer experienceAIpost-purchase