Similarly, Apple provides exchange or upgrade of old mobile phones with new mobile phones in the US, storage devices like Western digital that provided a lifetime warranty for the external hard disks. If for any reason, the hard disks are corrupted they are replaced for free of cost if within the limit. We spend a lot of time researching and writing our articles and strive to provide accurate, up-to-date content. However, our research is meant to aid your own, and we are not acting as licensed professionals.
One of the most important things that e-commerce businesses can do to optimize their after-sales service is to provide clear and concise information about their products, shipping, and return policies. Customers should be able to quickly find the answers to their questions without having to contact customer support. One of the biggest challenges for e-commerce businesses is to provide excellent after-sales service to their customers. Unlike physical stores, customers cannot touch and feel the product before buying it, and hence may need assistance or support after purchase. You can turn also this service into a way to retain and win more customers. An easy way to engage your customers and keep them obsessed with your brand is through a customer loyalty program.
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Similar to online support, call centers allow consumers to speak to direct representatives that can guide them through any inconvenience step by step. This is the ideal route for those who need extra help and have either a hard time reading or understanding the directions for the product they bought. A good call center has friendly representatives that sound eager to help as well as provide the best possible service for their customers.
After-sales support may also be considered to be part of a company’s overall marketing strategy. Some customers might seek out a company’s products based on its after-sales service, for example, Best Buy Co.’s Geek Squad or Apple Inc.’s Apple Care. Original Equipment Manufacturers have recognized that offering After Sales Services enables high revenues.
#3: After-sales service favors positive referrals
If you were making bets at a casino in Las Vegas, it’s pretty clear which sale you’d bet on. Along with the standard warranty, customers can also upgrade to the Suzuki Protection Plan, a transferable warranty that makes sure the customer is taken care of, even after they’ve purchased. Now that you have a grasp on how to deliver stellar after-sales service, let’s look at some examples of companies that are doing it right.
Even if they might not wish or need another purchase from you at the moment, you can always wrap up your post-sale service in such a way that will stimulate them to repeat it. Meanwhile, such giants as Apple and Android provide users with free what are after sales service updates to their devices’ software, as well as added features and security for years. Depending on the nature of your products and the way you market them, it’s possible that customers have a hard time understanding how to use your products.
Warranty services
Customers are valuable assets to all businesses, which is why savvy sellers treat their satisfaction as a top priority. After-sales service shows a commitment to providing high-quality products and following up with similarly high-quality sales support. Consumers recognize the value in such efforts, and they constantly reward it with more sales and fanatic brand loyalty. Following up with customers after their purchase can help e-commerce businesses gather feedback and identify any issues with their after-sales service. This feedback can then be used to improve the after-sales service and overall customer experience.
If possible, infuse your message to your customer with personalization. A simple thank you note with your packaging, or an appropriate gift goes a long way. If the product calls for it, offer installation services, or configuration assistance. Esploro embraces the responsibility of doing business that benefits the customers and serves the greater interests of the community.
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Generating a loyal customer base is an effective strategy to generate revenue and new leads through better word-of-mouth referrals. You help your e-commerce business stand out from the competition by providing superior after-sales services. Likewise, great post-sales support can boost customer retention and satisfaction, foster repeat sales, and even supercharge employee productivity. Take advantage of special occasions, like holidays, with a personalized greeting or a special treat (Starbucks offers free drinks on members’ birthdays) or coupons. Why not provide a sneak peek at upcoming products to loyal customers?
What is post sales or after-sales service?
After-sales service refers to the ongoing support and assistance that a business provides to customers after they have purchased a product or service. It includes resolving customer complaints, offering technical support, providing maintenance services and addressing product issues or defects.
There are more avenues than ever for people to share their views—positive and negative—about products, services, and experiences. If you provide multiple channels for feedback early and often, you can reach customers before they angry-Tweet about their new MMORPG expansion not downloading. After-sales service is the follow-up support and resources provided for customers after they’ve purchased your product or service. Giving customers attention after a completed sale lets them know you truly value them—not just their wallet.
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If your product is complex, or has several nuanced uses, providing a free onboarding tutorial can be a great way to keep your customer engaged and satisfied. This way you can avoid customers purchasing and downloading your software only to shelve it and tell their friends it was too complicated to get off the ground. When you sign up for AdWords, you’re sent a link to Google’s online learning portal. The Online Classroom walks you through everything you need to know about Google Ads, from setting up your account to optimizing your campaigns to target the most engaged customers. Airtable provides an entire demo video library on YouTube to help its customers get started.
- Providing a demonstration is also a part of installation wherein the customer service team install the product and demonstrate the functions of the product.
- However, while you could implement many after-sales offerings, it’s worth giving priority to offerings that foster unforgettable client experiences.
- If you have a loyal customer who repeatedly returns to your company to do business, you can double down on this behavior by rewarding them for it with a loyalty program.
Included with every new Lenovo PC shipped to consumers is an app called Lenovo Vantage. It’s designed to help the customer get the most value out of their new computer. Not only can the app help them customize the performance of their PC, but it can also run diagnostic tests, help the user troubleshoot, and keep everything up-to-date and running smoothly. Taking your customer complaints seriously and treating them with respect is how you turn an unhappy customer into a returning one.
What does after-sales service include?
What is after-sales service? After-sales service is the support you give your customers after they've purchased your product. It might include an onboarding period, extended customer support hours, and proactive support outreach to identify small roadblocks before they become major obstacles.