How After Sales Support Can Increase Customer Retention and Boost Sales
Once a customer makes a sale, most people think that's the end of the customer journey, when, in fact, there's still more work to be done. Unless, of course, you only want one sale from that one customer. Finding ways to keep the customer coming back means thinking about that customer even after that first sale because the journey's not over if you want loyal customers and repeat business. So, what kind of after sales support example should you be setting for yourself and others to follow? Let's take a look, but first, let's determine what after sales support actually entails.
What Is After Sales Support?
After sales support is defined by Techopedia as a service provided after the sale that involves a guarantee, upgrade, warranty, or repair service. After sales support is intended to be somewhat of an ongoing relationship with the customer. An after sales support example would be helping a customer use a product or service correctly or providing a follow-up email to ask how the customer liked the product, similar to what Amazon does after you make a purchase. Not only does the seller ask for feedback, but also a review so that they know how they're doing in terms of customer satisfaction. Your post sales support should be both thoughtful and helpful.
After Sales Support Example
By focusing on post sales support, you're coddling the customer back to make another sale. So after the sale, you need to be thinking about the needs of the customer. Think about your product or service and try to come up with possible after sales support you could provide. For example, post sales support could include:
- Automated customer service. Automated customer service might include advice and solutions to common issues and complex problems, as well as questions that can be easily accessed anytime online or via phone.
- Technical/help desk support. Helpdesk or technical support services can often come included for free as part of a packaged product. For example, it could come with electronic products, like smartphones, laptop computers, software, and other machinery.
- Customer product support. This kind of support can also be provided online in the form of a FAQ section that answers customer questions about products, or videos that explain how to use the product, or a combination of both.
- Support automation. Automated support can come in the form of easily accessible online forums where customers and prospects can post questions, converse with other users or experts, and/or search for answers to any questions they might have.
What Type of Software Is Needed for After Sales Support?
In order to provide effective after sales support, you'll need comprehensive software that allows your agents to manage your sales support right from their work computers. A SaaS (software as a service) solution like UCaaS or CCaaS can help you provide the post sales support your customers need. Let's see how.
UCaaS stands for unified communications as a service and it's a cloud-based communications service that allows your agents to communicate with customers, prospects, and other employees from the same platform. UCaaS software provides features like speech analytics, post-call survey, CRM integration, call recording for call centers, historical reporting, real-time monitoring, and skills-based routing - all features that can provide amazing post call sales support.
CCaaS stands for contact center as a service and it's a cloud-based customer experience solution that gives you the flexibility to communicate using multiple channels, including phone, live chat, email, social media, and more. UCaaS and CCaaS solutions are great for building customer loyalty post-sale because they offer the tools and features you need to stand out as a company that truly cares about their customers. You can also provide a better overall customer experience.
How Can After Sales Support Help Increase Customer Retention and Boost Sales?
So how can after sales support help increase customer retention? By giving you the call center software features you need to enhance customer experience. And with software like 8x8's Virtual Call Center software, you'll be in the prime position to provide the needed support to customers post sale. Software like this can give you critical insights into customer behavior and give you a better understanding of why the customer makes a purchase so that you can lead them to the next one.
With a Virtual Call Center, there's also no hardware or software to download and install. With an easy-to-follow training program, your agents can learn how to do things like add new agents, upload IVR messages, define call flows, and create queues.
By providing some sort of after-sales support, you're reminding the customer that they matter and because of that, they'll want to come back to make another purchase. Due to the fact that the customer journey doesn't end after the first purchase, you might want to consider what you can do post-sale to make the customer feel important and like their needs are being taken care of, which often translates to customer loyalty and repeat business.
With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs without the need for multiple disparate systems. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.