The strategy of many companies today is to do everything possible to find new customers. Their paid ads on social media and search engines are targeted solely at them. While a company would have a hard time surviving without acquiring new customers and growing, the truth is that this type of strategy is incomplete. As a business, you’ve gotten to where you are thanks to the customers you already have, not the ones you’ll have. That’s why it’s important to maintain and build loyalty among your current followers to win them over daily and retain them.
Keep in mind that acquiring a new customer is 16 times more difficult than selling to a customer who has already purchased from you. The best way to achieve this is with after-sales service. Contrary to what many believe, the goal of a sale doesn’t end when the deal is closed; it can even last long after the purchase of the product or service has been finalized. Customers today have so many options that, even if they’ve chosen you once, that doesn’t guarantee they’ll stay with you.
The importance of after-sales service
After-sales service seeks to change this by building loyalty among one-time customers and turning them into repeat customers. Furthermore, after-sales service helps ensure that Customers don’t perceive your business as a faceless enterprise, but rather that it becomes more human through customer service. Consumers realize that you care about them, that you seek their satisfaction, and that you value their opinion. Customers will be so happy with your service that they will recommend you to their acquaintances (bear in mind that most consumers trust recommendations before purchasing a product).
When you’re aware of how your customers react to your product or service, you’ll know if you’re meeting their needs or if there’s anything you need to improve. This after-sales service is one of the most important, as it allows you to build trust among consumers from the very first purchase. The customer likely went through a decision-making process before purchasing your product, and one way to show their gratitude for their preference is through follow-up purchases.
The 6 phases of after-sales service
If the product was purchased online, it’s important to send notifications about shipping progress and delivery times. This way, customers will feel confident in their purchasing decision and are more likely to recommend your brand to family and friends. This is one of the most well-known types of after-sales service, as many companies offer warranties on their products; some include everything from repairs to full product replacements. Each company has different policies for this service, and some even offer extended service, which customers can purchase for greater benefits.
Without a doubt, this after-sales service is one of the most important decision-making factors for customer loyalty. Some companies offer online technical support, which allows customers to ask any questions related to their products, whether to solve a problem or request information. This type of after-sales service is very effective in improving customer satisfaction.
Customer feedback is key to building trust. The most common type of feedback is through online surveys that customers complete about the products they purchased.
Tips for after-sales service
This way, companies receive honest feedback, which helps them acquire new customers and optimize their products and services in the future. Once customers have purchased your products, it’s vital that you stay in touch with them. Whether you have new products or special offers, it’s important to communicate them directly and personally through emails, calls, or text messages. This lets your customers know they’re still important to you and that you consider them special because you’re offering them discounts and promotions they shouldn’t miss.
Customers often need to return the product they purchased for various reasons. It’s important to manage returns efficiently. Therefore, it’s essential to have clear terms and conditions that specify how customers can return their products so they’re satisfied with this service. If you need to create this document and don’t know where to start, you can use a terms and conditions generator, as it can facilitate both the creation and integration of the terms into your website.
Conclusion
It’s important to know who your customer is to offer the best after-sales service. This means knowing their name and having contact information (at least one, either email or phone). If you have the opportunity, gather other data that will help you understand the type of person they are in order to tailor communication more effectively. This can take two forms: either contacting the customer to offer after-sales service or having the customer approach you. If you were the one who established contact with the customer, then this is the last phase, as it generally involves sending the customer emails periodically or making follow-up calls.
If the customer initiated contact for a negative reason, you will need to analyze what happened and move on to the next phases. This phase occurs when the customer has had a problem, so it’s important to establish a dialogue and manage complaints or claims effectively. Offer a solution to the problem and close the situation positively. Contact the customer again to confirm that everything is still in order, even after the solution you offered. Below, we share a flowchart that will help you better understand the after-sales service process and help you apply it to your business.
