Returns are expensive: not only in refunds and logistics, but in the time it takes to find the root causes lurking across thousands of support tickets. CX leaders tell us the same story—weekly spreadsheet marathons, inconsistent tagging, and a lag between what customers say and what Product sees. The result: repeat issues, rising costs, and avoidable churn.
There’s a better way. Turn every ticket into structured intelligence, delivered daily to CX and Product, without adding headcount.
Pull 50K+ tickets from Zendesk, normalize inconsistent tags, and map to order/SKU data from Shopify.
AI reads ticket text to classify return reasons (sizing, defect, wrong item, changed mind) with confidence scores.
Map classified tickets to SKUs, calculate return vs. exchange ratios, and flag outliers against baseline.
Calculate week-over-week deltas, detect spikes, and correlate with product launches or seasonal patterns.
Answer "Why?" questions with supporting ticket excerpts, customer quotes, and visual breakdowns.
Post digest to CX and Product channels with recommended actions and priority flags.
The Return Ticket & Trend Analysis Agent mines historical and live Zendesk tickets to quantify and explain return drivers at SKU level. It classifies themes (fit, fabric, defects, sizing, expectation gaps), tracks exchange vs. refund behavior, answers ad‑hoc questions like "Which SKUs are most returned this week?" and publishes a weekly (or daily) digest for CX and Product. You get confident signals, faster actions, and fewer repeat contacts.
What it does: Ingests tickets at scale, maps mentions to your catalog, quantifies volumes and ratios, surfaces root causes, and recommends fixes—then pushes insights to Slack, email, and dashboards for shared focus.
Scenario: You handled 50,000+ tickets over two months. Tagging is inconsistent. Product asks, "Are returns spiking for our new line? Why?"
Expected output: SKU‑level trends, top drivers, exchange opportunities, and clear next steps. No manual data pulls. No guesswork.
How it works under the hood—translated into business value.
| User Input | Scheduled nightly/weekly analyses; on-demand natural‑language queries from CX/Product in Slack or a dashboard. Inputs include ticket body, tags, custom fields, SKU, order ID, and outcomes. |
| Knowledge Sources | Zendesk tickets and custom fields; product catalog metadata (SKU → garment/attributes); historical return vs. exchange outcomes; CX macros and tone/style guides. |
| Agent Orchestration | Classifies tickets by intent/reason; extracts SKU mentions; maps to catalog; quantifies volumes and exchange ratios; detects trend deltas; summarizes root causes; recommends fixes; runs QA checks on classification confidence. |
| Integrations | Zendesk API; Shopify (orders/SKU metadata); BI tools or Sheets/Looker for dashboards; Slack/Email for insight delivery. |
| Output | Weekly dashboards and narrative summaries; ad‑hoc query responses with charts/tables; action‑oriented digests for CX/Product. |
Channels: Slack, email, and web dashboards. Formats: chat queries, scheduled reports, and automated workflows. Integrations: Zendesk, Shopify, and your BI stack. Deployment: cloud or hybrid, with enterprise security and audit logging.
VPs and Directors of Customer Experience who need daily signal on returns and product issues, without adding analysts. Product leaders who want a direct, quantified Voice of Customer by SKU. Finance teams that want fewer refund surprises and tighter exchange policies.
520 hours/year of analyst time saved by automating classification, aggregation, and reporting. Speed to insight moves from weekly to daily. Clarity improves with SKU‑level reasons and confidence scores. At a conservative $40/hour fully loaded, that’s ~$20,800 annual labor savings—before counting fewer repeat contacts and faster product fixes.
Outcome: fewer returns, higher exchange rates, and faster product fixes—because your team sees the signal in the noise every day.
Put a dedicated analyst on autopilot. Deploy the Return Ticket & Trend Analysis Agent and start sending daily insights to your CX and Product leaders within days.
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