After taking so many efforts and getting your product sold to the right customer, the process doesn’t end here. It is very necessary to maintain good relations and provide excellent service after sales, which results in brand loyalty.
The chances of an existing customer buying your new product are automatically increased, then a new customer selecting the product from your company.
After sales-services includes, warranty period of product, free or minimal charge servicing, can also include helping customers with the installation process of the product. CRM development companies can make such softwares for you.
Example: After the purchase of the new car, offering 1-year free service, changing the engine oil and free car wash etc.
After sales-services are part of a good marketing strategy.
Features of After Sales-service:
1. Building Strong Relation Through Personalized Communication:
After the sale of particular products, customers are now a part of your company. And the needs of the customers should be taken care of.
Along with providing good service, it is necessary to take a step ahead and maintain a record of important days which the client celebrates details such as birthdays and anniversaries of the clients. To send such personalized messages it requires to keep a record of detailed information of the customers, which is not very easy.
Sales management software keeps track of all such records and sends timely messages to particular customers and sends messages even when no recent purchase has been made. It also helps the customer to keep you company in their memory, maybe it’s been long since their last purchase.
Always the emails or messages should be sent to customers addressing them using their first name. The engagement of the company with its customers should not be limited until the purchase only but should be continuous addressing most of their needs, in a warm and delightful manner.
Also if the customer has some queries or wants to give feedback about the product and writes an email to you, It should be acknowledged and immediate response should be given. This features would make your company reliable and the customers comfortable to interact with your company and hence return next time for the new purchase.
2. Offer Great Support
Companies should provide grievance online form through which it can be addressed and immediate action is taken. This features would make your company more understanding towards the customers and their help them with their problem and help you troubleshoot it effectively.
Also, provide 24 hours daily assistance, and include a forum where they are free to ask any questions related to the services or products. Help the clients to make maximum utilization of the product or service offered. Here the customer service software assigns the task to the most effective sales rep and gets the work done with complete satisfaction of the clients.
Having online or offline surveys, understanding the clients and improvising from the feedback. Immediate responses should be given and the site should be active all the time.
3. Provide Amazing Discounts/offers
When the sales cycle is near to end, we have to restart it. This can be done by offering vouchers or Thank You Coupons, here the sales process begins all were again. Also having a credit system based on the number of times store visited and purchase made, it makes the clients visit the store often.
Offer discounts during festive periods and attract the clients, offering discounts with referral programs increases sales highly.
The offers need not be huge, can be a movie ticket or offering your products at discounted rates etc. Providing offers on accessories related to purchased products, makes customers happier, Through this sales and services will extend as most of the products are being provided by your company, it also increases the engagement involved.
For example on the purchase of smartphones, mobile case, earphones can be given at a discounted rate.
Conclusion: It is required to have continuous engagement with the customers or prospects, and giving personal attention to each one of them, taking care of their requirements should be of utmost importance.
Through this, they will frequently mention the good experience they had with your company which would you help expand your company and achieve brand loyalty.