Gone are the days of brands taking care of customers until they paid and then “abandoning” them, being totally disconnected from them.
It can be found in the most successful companies in the world such as The trend today is to focus on the customer. This premise helps to make all kinds of business decisions where the protagonist is not blindly the profitability of the company, but the consumer.
Therefore current The key to running a healthy business is not just thinking about the sale, but everything that comes after.. And what is that? The renowned “after-sales service”.
In this article I’m going to explain this important concept to have a satisfied customer, but also one who will buy again and even recommend you to their friends. How do you win his heart and stand out from your competitors? Let’s see!
What is after-sales service?
Post-sale service is all contact with the customer that takes place after the purchase.. 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 after that there is still so much to do!
It has been proven that post-product customer service and follow-up allows you to be present in the minds of consumers when they need to make a new purchase or refer a friend or family member.
So a brand that is successful with these kinds of post-sales strategies not only manages to sell a product, but also to sell it Deliver an experience where the buyer is delighted with the entire process.
Why is after-sales service so important?
Let’s look at the main reasons why after-sales service is so important to your business. After that there will be no more doubts!
- The cost of acquiring new customers vs. buybacks
Have you ever thought about how much it costs you to acquire a new customer? Think about everything you need to invest to get your brand known and drive that buying decision… It can be from investing in Online Advertisingmake them known and provide reliability, customer service resources to answer questions about shipping and exchange policies, and more.
So it’s important to keep that in mind in general costs more (both in terms of investment of money and time) acquire new customers than resell 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 has reached unprecedented levels. Recommendations, whether from friends in the real world or acquaintances in the online universe, have a very important weight when choosing one brand or another.
Humans are social beings, that is undisputed. That said, there is no better publicity than word of mouth. Evidence of this is the Influencer Marketing and why it works so well.
So, good after-sales service and happy customers guarantee you the best promotion that money can’t buy.
- A way to stand out from the competition
Globalization has brought many benefits, but it has also meant that in most industries the range of products on the market is overflowing and it is becoming increasingly difficult to stand out from the competition.
The after-sales service is precisely one of the features that can be decisive in the purchase decision.. Think about it in your own consumer behavior: don’t you prefer to buy from companies or brands that you know will give you good experiences? A good service if you have problems or questions about your purchase?
It is then a key area to stay one step ahead of your competition!
How to provide good after-sales service
Now that there’s no doubt about the importance of exemplary after-sales service to drive those repeat sales, the customer loyalty and even the possibility of having your own brand ambassadors, let’s look at some tips to make it happen.
- Fulfill what was promised in the presale
It is important that in the after-sales everything that was said to the customer can come true before the purchase. These include, for example:
– delivery times
– Return Policy
– Guarantee for failures
- Provide clear contact information
It’s important that your customer has one or more direct sources of contact that they can access in case they have questions or comments about their order.
This can be an e-mail, for example, a Whatsapp and/or Instagram Direct Messages. The key is that someone is always looking at her and responding.
- Work with the entire team involved
Good after-sales service will not be successful if everyone involved in the process is not coordinated. It’s important that your entire team understands the strategic importance of complying with these types of policies Customer service and that together they define the standards they want to achieve in order to deliver a great experience. For example with the response times that they promise to keep.
- Stay connected with your audience
Knowing and reaching out to your customers allows you to create a more personal connection. This will no doubt help them know 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 her return message constant
3 effective examples of after-sales service
Let’s look at some specific examples that are considered best practices when it comes to providing effective after-sales service.
1) Keep your customer informed
Once your customers click the buy button on your online store, they will be excited to receive their purchase (that happens to us all, right?). to In order to give them a good experience, it is important that you keep them informed about the status of their purchase.
For example: email them so they know their purchase has been confirmed and billed even when it’s packed and shipped when it’s in transit and when it’s been delivered. This also avoids unnecessary contact with your customers. You give them a better experience and save work in return!
2) Add value whenever you can
With so much information and false promises floating around in the virtual world, a good experience is greatly appreciated. And if it comes accompanied by added value, it is a formula that cannot fail. Offer your customers added value at every opportunity!
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 Packaging reusable (like a cloth bag or a nice box), your buyer will perceive it as an extra gift (and you’re helping the environment!)
3) Offer additional benefits upon purchase
Analyze your post-sale process and identify the Cases where you can offer additional benefits that offer your customer something beyond the product purchased.
For example incentive programs (earn points with purchases to redeem for prizes), Discount coupons for future purchases or a surprise gift.
A trend that will go nowhere
Good after-sales service is a trend that will continue to grow.
Putting customer value at the heart of decisions and always trying to offer an experience that goes one step further has become essential for brands looking to retain their customers and differentiate themselves from their competitors.
If your brand still doesn’t take these premises into account, I recommend investing resources in good after-sales service as part of your e-commerce strategy and applying these tips!
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