There are several types of after-sales service and their definition will depend on the type of services and products that the company offers. But before getting into the subject, let's start by reviewing what after-sales service is and why it is so important.
What is after-sales?
After-sales is defined as any follow-up action that the company carries out with the buyer after the purchase has been made . This serves to measure the level of guadeloupe email address customer satisfaction and, consequently, improve their experience.
An article published on LinkedIn highlights three advantages of having an after-sales strategy aligned with customer needs:
Contributes to loyalty
Depending on the type of after-sales service implemented, people will create more empathy with the brand if they feel that the company is interested in knowing about their experience with a product, if a problem has arisen or if everything is okay, or to inquire about their interest in another product.
Improve reputation
A well-established after-sales strategy improves the image that consumers have of a business. It is worth remembering that reputation accounts for 63% of a company's market value .
Increase customer satisfaction
After-sales service can help change the perception of a dissatisfied customer . 70% of dissatisfied customers are willing to forgive and buy from a company again if it solves a problem for them.
Discover how to measure customer satisfaction in 5 practical steps and learn how to improve it.
Types of after-sales service
Now that you know what after-sales service is and how important it is, you can find out what types of after-sales service exist and some examples.
Purchase tracking
This type of after-sales service is offered in marketplaces and online stores where, once the customer has made the purchase, they are informed step by step where the product is located and how long it will take to receive it.
It is important to keep the customer informed about the location of the package and if any problems arise. If for any reason a delay occurs, the buyer must be informed immediately.
One recommendation is not to wait for the customer to notice that their product will take longer than expected or that it is stuck due to some logistical problem. It is better for customer service agents to be one step ahead and let them know as far in advance as possible.
Technical support
This is one of the most common types of after-sales service. A help desk system has countless advantages in this regard, as it is a team specialized in solving technical problems — among others — derived from the use of a certain product or service.
An example of after-sales support is provided by telecommunications companies after a home installation. For example, if the network is not working or the customer notices a problem with the equipment, then they will immediately contact the company for help.
66 % of customers say that the most important thing a company can do to deliver a good experience is to value their time . That’s why it’s important to have help desk software that has the right management tools, high technology, and service.
Did you know that there are different types of technical support? Find out about them in: What is technical support: 4 types of customer assistance
Exchanges and returns
In the case of purchases in a physical store , immediately after receiving their purchase, the customer must be informed of the exchange and return policies - the maximum time to do so and the conditions (invoice, label, rules and exceptions) must be clearly explained.
For procedures carried out online , this same information must be explained before the purchase and, if possible, reinforced after the purchase, preferably on the same platform where the procedure is being carried out.
The most common option for this type of after-sales service is to give the customer a few options : return the product and receive a new one, receive a credit to make another purchase, and in other cases, a refund of their money.
There are several advantages to establishing a customer-focused return and exchange policy; keep in mind that 66% of consumers read this information before making a purchase . Therefore, it is important that this process is optimized within the company's sales and after-sales strategies.
Warranties
This is a type of after-sales service that is most common for technological products or household appliances , where companies offer a warranty after purchase for a certain period of time. This may include repairs or replacement of a specific part.
As with returns and exchanges, the conditions under which the guarantee is applicable must be clearly explained to the customer. It is important to make clear that many of the guarantees depend on the manufacturer.
For example, if a customer buys a washing machine and it breaks down, they should be clear about whether they should contact the company where they made the purchase or directly the manufacturer. Clarifying this in the first instance is the responsibility of the company where the purchase was made.
