Gone are the days when brands took care of customers until the moment they paid and then “abandoned” them, being totally disconnected from them.
It can be seen in the most successful companies in the world such as today the trend is based on putting the customer at the center. This premise helps to make all kinds of business decisions where the protagonist is not blindly the profitability of the company but the consumer.
This is why currently The key to achieving success is not only thinking about the sale, but about everything that comes after.. And what is that? The renowned “after sales service”.
In this article I am going to delve into this important concept to have a satisfied customer, but also one who will buy again and even recommend you to their acquaintances. How to win his heart and differentiate yourself from your competitors? Let’s see!
What is after sales service?
Post-sale service is all contact with the customer that happens after the purchase is made.. Because in reality, the buying process does not end there. Until the product reaches the customer’s hands and the customer is satisfied, the sales cycle is not complete. And there is still so much to do afterwards!
It is proven that keeping in touch with them after receiving their products allows you to be present in the minds of consumers when they need to make a new purchase or make a recommendation to a friend or family member.
So, a brand that is successful in this type of post-sale strategies not only manages to sell a product but provide an experience where the buyer is delighted by the entire process.
Why is after sales service so important?
Let’s see the main reasons why after-sales service is so important for your business. After this there will be no doubts!
- The cost of acquiring new customers vs. buybacks
Have you ever thought how much it costs you to acquire a new customer? Think about everything you have to invest to make your brand known and push that purchase decision… It can be from the investment in make them know you and provide reliability, customer service resources to answer questions about shipping and exchange policies, and many more.
So it is important to note that generally costs more (both in terms of investment of money and time) get new customers than re-sell to a customer who already bought you.
- The best advertising: digital word of mouth
Word of mouth is a method that has always existed but with the digital world it reached an unparalleled level. Recommendations, whether from friends in the real world or from acquaintances in the online universe, have a very important weight when deciding on one brand or another.
People are social creatures, it is indisputable. That means that there is no better publicity than word of mouth. An evidence of this is the and why it works so well.
So, a good after-sales service and having happy customers will ensure you the best advertising that money can’t buy.
- An opportunity to stand out from the competition
Globalization has brought many benefits, but it has also made it so that in most industries the supply of products abounds in the market and it is increasingly difficult to stand out from the competition.
The after-sales service is precisely one of the characteristics that can make a difference when making the purchase decision.. Think about it in your own consumption patterns: Don’t you prefer to buy from companies or brands that you know you will get a good experience from? A good service if you have any problem or query with your purchase?
It is then a key area to get ahead of your competition!
How to provide good after-sales service
Now that there is no doubt about the importance of an exemplary after-sales service to achieve those recurring sales, the and even the possibility of having your own brand ambassadors, let’s see some tips to achieve it.
- Fulfill what was promised in the pre-sale
It is important that in the post-sale instance everything said to the customer can materialize before they make the purchase. This includes, for example:
– Delivery times
– Return conditions
– Warranty for failures
- Provide clear contact information
It is essential that, in the event that any questions or comments about their order arise, your client has one or more direct sources of contact accessible.
It can be, for example, an email, a and/or Instagram direct messages. The key is that someone is always looking at them and responding.
- Work with the entire team involved
A good after-sales service will not be successful if everyone involved in the process is not aligned. It is key that your entire team understands the strategic importance of complying with this type of and that they define together the standards they want to reach to provide a great experience. For example, with the response times that they promise to meet.
- Stay connected with your audience
Knowing your customers and approaching them will allow you to generate a more personal connection. This will undoubtedly translate into knowing what things are important to them in order to have an incredible experience and be happy with their purchase.
Some examples are:
– Invite them to follow you on social networks
– Encourage them to subscribe to your newsletter
– ask them feedback constant
3 effective examples of after sales service
Let’s look at some specific examples that are considered good practices when it comes to offering an effective after-sales service.
1. Keep your client informed
Once your consumers press the “buy” button in your online store, they will be eager to receive their purchase (it happens to all of us, right?). To provide them with a good experience, it is key that you keep them informed about the status of their purchase.
For example: send them an email so they know that their purchase is confirmed and invoiced, also when it has been packed and shipped, when it is on its way and when it has been delivered. This will also prevent you from having unnecessary contacts from your customers. You give them a better experience and in turn you save work!
2. Whenever you can, add value
Faced with so much information and false promises going around the virtual world, a good experience is highly appreciated. And if it also comes accompanied by additional value, it is a formula that cannot fail. Add value to your customers on every possible occasion!
For example, if you sell products that require special care, you can include the instructions in the same shipment. Or if your sales are delivered in a reusable (like a cloth bag or a nice box), your buyer will perceive it as an extra gift (plus you help the environment!)
3. Offer additional benefits with the purchase
Analyze your post-sale process and identify the Instances in which you can offer extra benefits that give your customer something that goes beyond the product they purchased.
For example, incentive programs (accumulate points with purchases to redeem for prizes), or a surprise gift.
A trend that will not go anywhere
Providing good after-sales service is a trend that will continue to grow more and more.
Keeping the customer’s benefit at the center of decisions and always trying to provide an experience that goes one step further has become essential for brands that seek to retain their customers and differentiate themselves from their competitors.
If your brand is still not taking these premises into account, I recommend you invest resources in a good after-sales service within your ecommerce strategy and start applying these tips!
Haven’t you opened your ecommerce yet? . You have a 30-day free trial!
Facebook Comments
Disqus