Is after-sales customer care necessary?
Every business wants loyal customers and long-term brand support. But many businesses do not care about after-sales customers and cause many losses. In today’s post, BEMO will explain the importance of after-sales customer care, and give some suggestions to improve the customer experience.
1. Should we take care of customers’ after-sales?
Customers are a valuable asset, because they are advocates, spreading the brand to many audiences. Therefore, even though customers have purchased products and services, businesses need to take care of them with superior sales policies.
Here are the benefits of after-sales customer care that businesses should refer to:
- Brand spread – After-sales customer care will help spread the brand widely and reduce communication costs. Customers will introduce the company to relatives and friends with similar needs, and they will be loyal customers forever.
- Competitive advantage – In digital business, competitors are willing to pay to get the same quality of goods and services to attract customers. But the battle will be on which companies can satisfy customers before, during, and after the sale. Therefore, after-sales customer care will be a competitive advantage for companies to retain loyal customers to the brand.
- Negative feedback reduction – Hundreds of sellers, thousands of buyers, so feedback from customers is inevitable. It is a sign that the product or service needs improvement. And if businesses have after-sales customer care services such as asking and sharing during use, they will feel happy to suggest issues that need to be improved gently. This will also reduce negative comments after a customer makes a purchase.
In addition, when building a good after-sales customer care system, businesses can minimize the communication crisis, which is one of the negative impacts on the brand.
But to get the above benefits, businesses need to have good product quality first. And then building a professional customer care team will be suggested in the section below.
You can read more about how to build an effective and profitable sales team at Steps to build a cohesive sales team?
2. Ways to increase the after-sales customer experience effectively
To increase customer experience in the after-sales phase, building a customer care team is an important factor. Here are a few suggestions for business owners in building their team:
- Timely follow-up and support
This is considered a strategic step of the business in promoting business activities and increasing customer satisfaction after purchase. Businesses need to actively contact customers to survey their experiences with the products and services that the business is providing. Although this action is not commercial in nature, it will leave a good impression on customers about the brand, they will feel cared for and cared for.
When tracking customer experience after purchase, businesses will promptly answer questions, provide guidance and support with arising problems and technical problems of customers. Depending on the nature and type of products and services, the time to follow up and support customers will be different, businesses need to flexibly arrange each contact time, inquire and record the feedback and difficulties of customers. customers and have timely support.
In addition, administrators can easily assess the attitude of care staff, how to advise and support customers through customer comments and feedback, thereby making improvement policies. suitable goodness.
- Empathize with the customer’s problem
Empathy is the thread that connects businesses with customers, and is an important thing that guides the emotional circuit in interactions between the two parties. Reality has proven, when businesses understand and care about the customers they are serving, they will solve problems easily, creatively and provide better services.
This also allows customers to feel the sincerity of the business, be understood in their point of view and create a stepping stone to strengthen their confidence for them to continue to purchase in the next time.
And to be able to empathize with customers’ problems, the first step is to spend a lot of time listening, always consider the problem from the customer’s perspective, and enthusiastically answer relevant questions.
- Proactively offer solutions
Usually, customers rarely actively contact businesses unless they encounter problems while using and experiencing products and services. In this situation, the general mentality of customers always wants the fastest support and if the business does not respond and handle it promptly, they will easily become angry and distrust your business.
Therefore, if customers contact and respond to businesses about any problems with products or services, businesses need to actively solve and provide necessary support measures for customers. The staff is ready to receive complaints, problems and immediately suggest ways to support and solve. This will make customers feel respected and sympathetic towards the business.
At the same time, businesses also need to expand channels with a variety of ways and means of support for customers to easily access and contact when needed and always ensure that they are taken care of like true “gods”. of the enterprise.
- Policy for loyal customers
Loyalty policies are the key to promoting a sustainable relationship between businesses and their customers. These policies act as a commitment to the business’s interest in loyal customers and maintain a good impression of the business in them.
Therefore, businesses should take advantage of loyalty policies such as sending exclusive product information to VIP customers, inviting them to participate in brand-sponsored programs, and many preferential policies throughout the year. ..in addition to building relationships with customers, this also effectively stimulates demand for businesses.
When customers receive policies for loyal customers, they will feel grateful and cared for, thereby strengthening the relationship between customers and businesses.
- Building a customer care system
In addition to having a professional customer care team, businesses need to focus on building a comprehensive customer care system. This is the foundation for businesses to proactively and flexibly handle depending on the situation and the right target customer file. This will help businesses control the risk of crisis, losing customers because of the unprofessional way of working of employees.
However, in reality, building a professional customer care system is extremely difficult because they require collaboration, threading, and support from many different departments. Even manual construction of a meticulous system can not avoid certain errors. At this time, an overview system like ERP will be an effective tool to help administrators save time, construction costs, and take good care of customers.
Along with the development of technology in the digital era, Bemo brings your business a total management solution, understanding customers to grow your business. Contact us now for a free consultation and experience the features that are right for your business.