Precisely for this reason, the current focus of the service is to improve the buyer’s experience, providing fluid and assertive communication, generating new sales opportunities and increasing the store’s reputation.
Therefore, companies that prioritize this phase have a greater chance of building lasting relationships with their consumers and standing out in the market, since good after-sales service often turns a customer into a loyal consumer.
Benefits of efficient after-sales service
- Cost-effective: On average, retention efforts whatsapp number database cost five to seven times less than prospecting, as satisfied customers are more likely to buy again, moving faster through the sales funnel;
- Increase in average ticket: In addition to buying more often, loyal customers tend to make higher value purchases as they come to trust the company;
- Increased Lifetime Value (LTV): Loyal customers remain in your portfolio for longer, which directly influences the company’s profit rate;
- Support for marketing actions: On the internet, a quick search for your store returns dozens of reviews on Google, social media and websites such as Reclame Aqui. In other words, a thorough after-sales service gives your business prominence and credibility.
9 tips to improve the quality of after-sales service in e-commerce
Build a trained and capable team
The top priority should be to train and empower tips to increase group participation and sales the customer service team so that they can offer effective support with proactivity, agility, sensitivity and friendliness.
It is essential that all professionals on the team have detailed knowledge of all store processes and are able to seek solutions, clarify doubts and maintain good relationships with consumers.
Keep customers updated
Until the product is delivered, it is important burkina faso business directory to minimize the customer’s anxiety as much as possible. Therefore, providing an order status is essential, and this can be done via email, text message, and other instant channels.
The update also shows respect for the consumer, who can plan to receive the order.
And to further increase the chances of success, set a longer deadline so that the delivery can positively surprise you by bringing the service forward.
Automate processes
Automating certain aspects of after-sales can be an excellent strategy to speed up customer service and improve efficiency.
For example, automatically sending delivery confirmation emails, requesting feedback, and reminders about related products.
Provide proactive communication
It is important for the company to contact the customer after the purchase to ensure that everything went well. This can be done with a simple email or message confirming the delivery of the product and offering support channels.
Additionally, this communication may include tips on using the product or additional information.
Offer multi-channel support
Customers expect to be able to contact the company through multiple channels: email, phone, online chat and even social media.
Offering multiple support options, 24 hours a day. Increases satisfaction and ensures that any issues will be resolved quickly.
Improve your logistics
For the consumer, the delivery experience is just as important as having a quality product in their hands. Therefore, the company must promote efficiency, agility and personalized service.
In addition to meeting deadlines and facilitating order tracking. It is interesting to offer several shipping options. As some customers still choose to pick up their order at a physical address.