The brand supports clients with Suzuki’s Guaranteed Asset Protection, Extended Protection, and Tire & Wheel program. You should always keep in touch with customers and be ready to assist them. After-sales service requires you to ensure clients with seamless customer service. Use different communication channels so that consumers can contact you any time they face problems. Somehow similar to customer support, a mailing list intends to keep communication and maintain a relationship with the customers. Note that a mailing list is not only a type of an after-sales service but also a specific example sales promotion, and part of marketing promotion through email marketing.

Brands offer to change the product if it doesn’t work properly. The provision of after sales service varies in importance depending on the type of good. For example, after sales service and extended warranties are important for goods like electrical goods and new cars.

Many small and big brands provide excellent post-sale service. They succeed in ensuring a great customer experience and providing visible value for consumers. Let’s review several examples of companies that managed to incorporate outstanding after-sales service. Providing after sales service means providing service after the purchase of a product so as to outdo the expectations of the customers with respect to the purchased product. In today’s competitive scenario, after sales service play an important role in meeting customer demands. A number of studies have shown that a good post-sales experience positively affects the overall brand image, which in turn promotes customer loyalty.

Updating the customers about the nature of after sales service. The nature of after sales service depends entirely on the industry and the product. While some may require installation, others may require cleaning every couple of months. Investopedia requires writers to use primary sources to support their work. These include white papers, government data, original reporting, and interviews with industry experts.

Ensuring that you’re seen as a trustworthy, helpful brand is essential to customers returning to purchase in the future. While short-term sales might look good on your revenue chart, investing in ongoing customer happiness will make sure you’ll keep getting sales in the future. It is the after-sales customer service that is, in a way, the best indicator reflecting the care of people who have taken advantage of the store’s offer. Customer support is another type of after-sales service that collectively represents a range of services aimed at assisting customers.

The key reason that most businesses focus on after-sales support is that it increases brand loyalty and customer retention. Thinking back to the Gartner survey, the better service your customers receive, the more likely they are to stick around and spend more with your company. There are many ways to deliver after-sales service, meaning ‌support extends beyond the sales team.

essential after-sales service tips

Automated customer service lines can give advice and solutions to frequent or even more complex issues and questions. Typically, rather than employing more human customer service representatives, automated responses and bots allow customers to easily access support at any time, either by phone or online. It’s natural to court your customers when you need their business.

One way to provide user onboarding services is to use virtual walkthroughs. For example, here is how prototyping tool Justinmind guides new users through its interface. 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.

Ongoing support helps timely detect usability issues and collect ideas about further product improvements. Today’s markets are overheated — supply exceeds demand, and consumers now choose among numerous alternatives of similar quality. Competition becomes fierce, and it’s no longer enough for a company to just offer another product on the market. I am a business head in electronics and telecom devices after sales support company and need more ideas to increase and gear up our reach to multiple OEMs. Brand management is a marketing function that uses brand management techniques to increase the perceived value of a product line or brand over time.

In one after-sales service example, a new learning platform could provide excellent after-sales service by sending a personalized follow-up email to see how setup is going. They could offer a demo walkthrough or use automated solutions to help customers get started. They could also send out an email drip campaign teaching customers how to get the most out of their new platform. Feedback from customers allows the entrepreneurs to find flaws in their products.

Company

For companies involved in eCommerce, it’s a must to provide online support to assist customers when they face problems with a product. Clients can reach businesses through various communication channels. They can call support, use a chatbot, or social media networks to get help.

This may entail training on existing features or education about new uses or capabilities. The business reasoning behind after-sales support is that it can contribute to brand loyalty and repeat sales; happier customers tend to create repeat customers. Good after-sales services can also result in positive word-of-mouth for a company. Poor after-sales support can prevent companies from achieving a good customer satisfaction record and therefore growth.

To reduce the churn rate, a company should create a successful customer experience. And good after-sales support is one of the components upon which the success of your brand hinges. Even a tiny increase in customer retention may result in a profit boost of up to 95%, and it’s not just because satisfied clients come back to make more purchases. 90% of them are willing to share information about a beloved brand, which leads to larger audiences and higher revenues. Upgrading a software for the device for a limited period is one of the Types of After sales service followed by companies. The upgrades are for a limited time owing to the fact that the hardware remains the same throughout the years and it may not be compatible to run new software after a period of time.

Get ready with Test&Train , the online practice tool from Cambridge. Build your confidence with hundreds of exam questions with hints, tips and instant feedback. The basic purpose of a product is to solve the problems of your customers. But, you can be more empathetic by educating them about their problems. Of course, you made a product with an intention to satisfy your customer’s need.

• But if you have a hole in the bottom of your bucket, customers will keep leaving, and your bucket will never fill up no matter how fast the water flows in.
• The upgrades provided by the software companies for a limited time is a classic example.
• The goal is to delight your customers, and packing your product in a way that gives them a burst of excitement and reminds them of your brand is a great way to do this.
• After-sales service is almost a mandatory section in the overall marketing strategy of any business.

For example, a firm may offer one free service, but then have a clearly defined price for future service. This is a question that many entrepreneurs and specialists taking care of an online store ask themselves regularly. Growing competition forces the use of new tactics, which will allow keeping the customer for longer. Esploro embraces the responsibility of doing business that benefits the customers and serves the greater interests of the community. Customer loyalty is often earned through the delightful experiences they have with a brand and we’ve covered how great after-sales service is one way to give them these experiences.

To be specific, a loyalty program features privileges, discounts, and special offers, among others given to customers beyond the point of sales. It is typically coursed through membership using a loyalty or reward card or via a mailing list subscription. A loyalty program generally offers perks, gifts or discounts to customers in return for making repeat purchases. Generating a loyal customer base is an effective strategy to generate revenue and new leads through better word-of-mouth referrals.

Smartphone companies can be taken as a good example of after-sales service in terms of the warranty. Apple, Samsung, Huawei, and many other famous brands offer a one-to-two-year warranty on their Smartphones. Different brands offer warranties in different terms, such as software, mobile battery, and hardware. Of course, terms and conditions apply to the warranties given.

After Sales Service Strategy: What It Is & Why It’s Important [+Examples]

Instead of taking a “buyer-beware” attitude and leaving your new customer to deal with the issue, it’s important to take a proactive approach. By being available to support new customers you can turn their experience around and end up with a loyal customer. Personalization isn’t just preferred, it’s expected, especially after the sale.

E-mails should be readable not only in desktop browsers but also in mobile versions. Customers also appreciate information about order completion and shipment of the package. There are many ways to collect customer feedback, such as pop-up surveys on a webpage or in an email campaign. You can also send personalized messages or request an interview for rich qualitative feedback.

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. By sending personalized content, you add value to their customer experience. Further, because you’re showing your expertise meaning of after sales service and providing them with all of the information they need, they are far less likely to leave your company for a competitor. Here, we’ll cover some of the high-level strategies you can use to ensure that your after-sales service fulfills its goal of providing value and retaining customers.

Repeat Customers

This is simple, but sending your customers a nice message when it’s their birthday, a holiday or an anniversary is a great way to show them you care and remind them of your brand. These messages are easy to automate and can be coupled with coupons or CTAs, which can nudge them toward a second purchase. Onboarding guides are also a great opportunity to keep your customers engaged with your content. Many third-party websites and content creators provide tutorials on various products.

Replacement/Return

Brand-loyal customers believe that a certain brand delivers both higher quality and better service than any competitor—and the price does not matter. 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. Now that you know the types, let’s proceed to the tips for effective after-sales service. After sales service is an important part of non-price competition often found in oligopoly. After sales service can be a way to encourage people to buy the product in the first place; it can be used to justify a higher price for the good. It also influences the long-term reputation of the firm and can influence future sales.