Understanding the importance of having a quality after-sales service is crucial to accompany a previously defined Marketing plan and provide a better purchasing experience to users, it can make all the difference.
Today we'll tell you all about after-sales service: what it is, what its purpose is, its importance and the types that exist. Stay tuned!
What is a loyalty-oriented after-sales service?
After-sales service is any follow-up activity that a look at the overseas chinese growth in europe company carries out with a buyer after the purchase process has been completed. The objective of after-sales service is to measure customer satisfaction and obtain the necessary information to improve their experience.
The actions included in an after-sales service go beyond answering or responding to questions when you are contacted or when a customer has a question. Its purpose is to bring the relationship between customer and company closer, in short, to add value to the shopping experience.
Advantages of having a good after-sales service for customer loyalty
We already know that an after-sales service is made up of a series of actions that are carried out with the aim of maintaining good customer service after the purchase process. Carrying out these actions brings a series of benefits or advantages that need to be mentioned:
Increase customer satisfaction. Just because a customer has completed a purchase doesn't mean they're satisfied. Solving a problem for a dissatisfied customer can change their perception of your company and it's even possible to build customer loyalty with good after-sales service.
It contributes to loyalty. Having contact with customers helps to create a relationship of trust and empathy. So much so that the most satisfied and loyal customers are those who receive the most attention from companies.
Improves the company's reputation. Having a good after-sales service improves the image that customers have of a company. A satisfied customer is more likely to recommend a service to other people and word of mouth is a perfect way to make ourselves known.
Provide valuable feedback. We all like to receive a favorable opinion, but in the business world, we know the importance of receiving a negative opinion. Having first-hand information about the product, service or the shopping experience in general, gives us the possibility of identifying the weak points of our company in order to improve them.
Types of after-sales service
Knowing what these actions are that we talked about above is key to choosing the combination of after-sales services that best suits your company's needs. Do you want to know which after-sales service actions best suit you? Keep reading.
Attention to requests and complaints
After-sales service is just as important as the shopping experience itself. It's about listening to your customers' concerns and addressing their queries and complaints, and providing technical support.
