As a business owner, you know how special it is when you make your first sale or close a major deal. Once it’s done, all you want to do is go home celebrate with your loved ones and toast to another happy client. You definitely deserve to celebrate, however, the work is not done. Your client isn’t going anywhere which means you need to provide them with some after-sales service(s) to keep them satisfied.
After-sales service is the follow-up support and resources you provide for your customers after they have made a purchase. This support is a crucial step in the sales process because it shows your customers that you value their continued support and not just their money.
According to a report by PwC South Africa from 2023, customer service was the most notable pain point for in-store and online shoppers. The turnaround time was the leading issue with almost 49,8% of all service-related complaints centring around it.
In this article, we look at how you can perform effective after-sales support for your customers.
Why are After-sales Services Important?
In any business, making the sale is (typically) the most important part. This is why your sales department is so important. Getting new sales and clients is vital but it’s just as necessary to nurture existing customer relationships.
Some of the ways which show the importance and impact of after-sales services are:
- Enhances your customer satisfaction rates.
- Deepens brand loyalty in your customer base.
- Increases customer retention rate.
- Drives repeat and higher-value sales.
- Raises the value of your brand.
- Significant boost to word-of-mouth referrals.
Types of After-sales Services
Below are some examples of after-sales services you can provide to your customers.
Warranty Information
If your product includes warranty coverage, you need to send information on the warranty to the customer. You can offer details on how to get support during the warranty period and if the products require registration, ensure you let the customer know.
Product or Service Training
If you have a product or service that requires additional knowledge, you can provide training to your customers and help them get familiar with the product/service features. This type of after-sales support will ensure your customers are happy with your product and do not contemplate asking for a refund.
Repair or Upgrade Services
As a company, you need to send information about repairs and upgrade options to your customers. An example of this is when you get a cell phone contract, and the contractor will send you messages informing you when to upgrade and what your options are.
Request for Review Service
Asking your customers to review your products or services is beneficial to your company. Potential customers use those reviews to decide whether they buy from you or not. Encourage your customers to leave reviews as an after-sale task to benefit from their reviews.
Return and Exchange Policy
You need to provide your customers with a robust return or exchange policy for the product they have purchased. You can e-mail your customers with details about your return or exchange policy. This will help answer any questions your customers have about returns or exchanges in the future.
The details in the return policy should include how long the buyer has to return merchandise and what they will receive in return.
Automated Support Resources
Receiving automated support resources from your business will help your customers feel like you care about them and their needs. If you have a product that has underutilised features or a learning curve, you need to provide additional support resources, so your customers do not get confused by your product.
Celebration Messages
Sending your customers birthday and holiday can encourage your customers to rekindle their relationship with you. This is especially important if your business is in a competitive industry such as technology.
You can send your customers a birthday card or a birthday voucher. This extra something will show your customers you value them and will only better the relationship you have with them.
These are just some examples of the after-sales services you can provide to your customers. These will help you ensure that your customers are happy when they shop and after they shop.
To speak to a professional about your sales strategy, visit SME Advice and book an appointment with our experts.
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