Learn how to provide effective after-sales service and build customer loyalty

[muskanhossain]

After-sales service is an important step in the process of completing a sale or providing a service. Unfortunately, many brands and companies end up neglecting it — which not only reduces the likelihood of customer loyalty, but also drives away the most engaged customers.

Although it is hard work, requiring as much effort as prospecting, its advantages are worth every ounce of investment. After all, it is after the purchase that the customer will get to know the quality of the product or service provided by the brand, together with its service, packaging, delivery, etc.

The rule is absolute: a confident customer with the brand's support returns and also brings with them the certainty that, just as any doubt or problem involving your product will be resolved, the same will happen with the people they recommend to consume in the store.

What is after-sales service? And why is it so important?
In short, after-sales is a set of actions carried out by the company, with the customer who has just purchased the product or service as the target.

Therefore, any type of contact and update after payment bolivia whatsapp data confirmation is considered a post-sales action, whether it is a purchase via e-commerce or in a physical store.

After-sales actions have two very clear objectives:

Ensure that the product purchase and delivery process is completed successfully — that is, the customer must be able to make a purchase and that product must arrive at their home without any problems or inconveniences and in the simplest and most direct way possible.
Build customer loyalty so that they become a so-called “spontaneous promoter”, a term used for a consumer who has purchased a product or enjoyed a service and liked the quality of the brand to the point of recommending the store and the product to other people or through advertising on social media.
Achieving this level of excellence in quality means that the product or service is superior to its peers on the market and that advertising has started to become organic — a tremendous advance in marketing strategy, since consumers themselves will play the role of recognizing and promoting the brand.

What are the main types of after-sales service?
There are basically two types of after-sales service, which work in different ways but with the same objective.

The first type is active after-sales, in which contact with the customer is made by the brand or store towards the customer. Actions that fall under active after-sales techniques are: purchase confirmation messages, constantly updated information on delivery status, presentation of similar products and invitations for feedback. All of these actions can be carried out via mobile phone messages, email or phone calls.

The second form is receptive after-sales. This type of after-sales is done in the opposite way to the first, that is, the customer, for whatever reason, contacts the brand or store through its customer service channels.

In this mode, the consumer can clarify doubts about payment, delivery, make some type of complaint or contact technical support. And it is the company's duty to serve the consumer in the best possible way, with the aim of solving their problems and gaining customer loyalty with good service.

This point, in particular, requires attentive and proactive attendants to be present, as this can guarantee a consumer's loyalty.

Good after-sales service means increased NPS
However, with an increasingly competitive market, it is difficult to stand out from the competition. Therefore, it is necessary to create offers or services that stand out from the rest.

A good way to use an active after-sales service is to offer a club of advantages or points accumulated with purchases to exchange for discounts, cashback or other products.

The higher the NPS, the lower the acquisition cost and the higher the recurrence. And these are the main assets of the after-sales service.

Pay special attention to criticism
Another factor that should be taken into consideration is complaints, so the brand or store can focus its efforts on the defective aspect of the product, or the service, and convert these complaints into compliments.

Responding to complaining consumers is a form of active after-sales service : a customer who receives a response feels heard and will possibly give the brand a second chance if they feel that their complaint was addressed and that the service improved their experience.