Are you running out of customers because of after-sales services? This is what you need to know
It is the responsibility of the brand to provide prompt service to customers and solve the problem as soon as possible.
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August 17, 2019
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After-sales service is an important aspect for any brand to operate smoothly without losing customers. It’s a tool used to connect with customers and keep them engaged with the brand long after the sale ends. In the absence of true after-sales services, a brand may not be able to retain or retain customers and end up losing a significant portion of its sales and potential revenue.
Holistic after-sales services are made up of many factors that can make or break customer trust in the brand. Thus, it is vital for a brand / company to provide outstanding after-sales service to its customers. Here are some of the factors that contribute to excellent after-sales service:
Service experience – A customer’s recent experience with the brand determines their next buying decision. The product may be of good quality, but if it requires repair or replacement in the later stages of purchase, it is the responsibility of the brand to provide prompt service to customers and to resolve the issue as soon as possible. possible. This service then becomes the customer’s most recent experience with the brand.
If there is a constant delay in the delivery of services, it can cause inconvenience to the customers of the lifecycle, and can also lead to the loss of customers. Thus, it is rightly said that a customer’s most recent experience must be satisfactory in order to retain them.
Service speed – Speed has a direct relationship with customer loyalty. Customers with service issues are less likely to give negative ratings if service is provided within 2 days of request. After purchasing a product, a consumer usually does not have a lot of time and patience to get their electronic devices back to working order. It is therefore the responsibility of the brand to take care of the gadget or device throughout its life cycle and continue to provide the customer with the relevant services on time. The brand must also keep in mind the high expectations and aspirations of today’s generation and focus more on delivering quality services much faster than usual.
Communication – Good or bad news that we need to share with the customer. Even if bad news is communicated in a timely manner, the customer is 90% less likely to find themselves in an escalation.
Today’s customers want to be informed and need full visibility every step of the way in the repair process. With growing knowledge of customers, brands can’t just wipe it out with a standard “part is not available” response. Thus, frequent communication with the customer plays a vital role in customer loyalty. To keep pace, many brands rely on modern customer outreach mechanisms, such as WhatsApp, Messenger, and chatbots.
Cost of services – For any customer who makes a purchase, maintenance plays a key role in extending the life of the product. Maintenance costs a significant addition to the total cost of ownership, especially for an electronic product. This cost can be minimized with proper maintenance of the product, especially after the warranty period has ended.
Maintenance of spare parts – First, the availability of spare parts is very important to reduce repair time. A brand must ensure that the parts of a gadget are handled with care and, more importantly, it must be able to provide these spare parts to customers whenever it is needed. Brands must therefore practice intelligent management of spare parts to offer rapid replacement and reduce downtime for customers.
Innovation and technology – Continuous / coherent / continuous innovation is perceived as disruptive. This keeps customers engaged and they believe the company is progressive and strives to improve their experience and lifestyle. A company that constantly innovates is considered a leader. Customers feel secure with a leader and therefore are loyal.
Emerging technologies such as AI, remote diagnostics, data analysis, etc. can help brands provide efficient after-sales service and ensure a win-win situation for the brand. Any brand should therefore take advantage of these modern advancements and provide top-notch after-sales service to customers while frequently trying new ways to innovate their existing processes.
After-sales service plays a key role in providing quality services and experiences to customers throughout the product lifecycle. A brand must pay particular attention to making this whole journey frictionless for customers. They must be attentive to changing customer needs and expectations and be prepared to adapt quickly to such changes. It is also important for them to immediately shift from being a maker of feature-rich innovative products to being service evangelists with the sole purpose of keeping customers well served and the gadget “always on”.