Thankfully, platforms like Freshworks and Zendesk can help you aggregate all your messaging channels into one dashboard, including Slack, Messenger, etc. 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. Engage your customers regularly, equip them with helpful resources, and ensure your offering makes their life easier. By providing exceptional after-sales service, businesses can create a competitive advantage and stand out in the marketplace. It shows customers that the business cares about their satisfaction beyond the initial purchase and is committed to delivering ongoing value.

For context, an Adobe study found that seven out of ten customers buy more products from brands they trust. So, while you may take a hit on a single return, that customer’s positive experience after the sale may lead them to return. By delivering exceptional customer service post-sale, your brand improves retention rates and increases the chances that your customers will return.

Increases positive word-of-mouth referrals

Providing great after-service sales has a positive impact on the number of customers who after sales service meaning are willing to provide referrals. And since 65% of new business leads come from referrals, according to a survey of marketers, it’s critical that your existing customers are happy with your after-sales service. If they aren’t, you’ll see fewer and fewer new leads coming from referrals. Providing great after-sales service improves customer retention and increases the likelihood of customers purchasing from you again. According to a 2020 study conducted by Shep Hyken’s CX consulting firm, 96% of customers are willing to leave your business if they receive bad service.

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Some companies allow their customers to replace their products if found faulty. It’s about making things right, whether that’s through support, warranty coverage, or other solutions. To illustrate if a customer faces any issues with their laptop, after sales assistance can offer troubleshooting tips, provide replacement parts or even arrange for a technician to fix the problem. Return policy allows you to return a dissatisfactory or defective product. Companies ensure exchanges so that you can receive a replacement promptly contributing to your loyalty and satisfaction as a valued customer.

Close collaboration between the sales and customer support teams is vital for a cohesive after-sales service strategy. Sales teams possess valuable insights into customers’ needs and preferences that lead to a purchase, which a customer support team in turn can use in their post-sales service approach. Regular communication and knowledge sharing between these teams creates a customer-centric journey from pre-purchase to post-purchase support. In the digital era, online reviews and testimonials hold substantial sway over purchasing decisions.

1. Whether it’s because of your limited service hours or poorly trained support reps, long holds will dent your reputation with customers and reduce the likelihood they’ll patronize you again.
2. To strengthen and maintain authority in the post-sale phase, you can frequently send relevant content to customers to help them solve any problems.
3. This after-sales service helps customers figure out how to use your product.
4. Make it easy for your happy clients to post reviews online and share stories on social media.
5. Learn how these after-sales activities can increase customer lifetime value.

#2: After-sales service increases customer loyalty

Air conditioner brands and retailers often offer a free installation service to customers. Sign up for a free trial of Zendesk Sell today and experience what an industry-leading, all-in-one CRM can do to upgrade your after-sales service. Preempt frustrations and impress customers by always being one step ahead. Contacting a customer before they make a return or post a bad review can head off a negative perception about your brand.

The most important thing to remember is that after-sales service is all about creating a positive customer experience. It’s not just about fixing problems; it’s about building relationships and ensuring that customers are happy and satisfied with their purchases. By providing good customer support, you can ensure that your customers will be more likely to return in the future.

Generally, companies will provide a warranty, free or for purchase, that covers the product for a limited time, such as three years. Some companies also offer extended warranties that can increase the amount of time the warranty is applicable. As we’ve seen, after-sales service is crucial if you want to keep your customers happy and increase customer retention. Now, we’ll cover the crucial steps to providing a brag-worthy after-sales service.