Customer acquisition and lead generation remain the main goals in ecommerce, but companies that want to remain profitable also focus on reducing customer churn and increasing repeat sales. A second or third purchase from a customer means you spend less money on customer acquisition. So, it is important that you do everything you can to keep customers happy and return to your ecommerce site. Managing the after sales process and ensuring a memorable customer journey from beginning to end is the best way to create a positive experience for your customers and increase repeat sales.
What is After Sales Service?
Many online retailers focus on making a sale and leading the customer to the check-out page, but forget the customer after that. Customers feel abandoned when that happens and will not come back if they have a negative experience after the sale. Providing after sales service tells the customer that you care about their business. A purchase from your retail store is the beginning of a relationship and if the customer feels like you don’t care after you’ve taken their money, they are likely to look for another place to go.
How Can I Manage After Sales Service?
Even though there are many parts of the post-purchase experience that are beyond your control, you can still manage the process and create a customer experience after the sales that creates a sense of loyalty and attention that makes your customer feel special. There are several ways you can manage the post purchase experience and create a full and robust customer journey. Here are three proven methods for successfully managing after sales service in ecommerce:
1. Create a Frequently Asked Questions (FAQ) Page
Customers have questions even after their purchase. Many products require installation or special handling, or perhaps the fit is not quite what they expected. Whatever the issue might be, from cleaning to disposal, create an easily accessible page that anticipates your customers’ questions and helps them understand their new purchase. This will not only prevent potential returns or phone calls to your customer service department, but it will show the customer that you value their business and will take care of their needs. In addition, a good FAQ page will also bring the customer back to your retail store, increasing your ability to engage with them for future purchases.
2. Implement Satisfaction Surveys
A recent customer is a fountain of information about how you can improve your business. Send out surveys to your customers right after the purchase or after your customer has had a chance to use the item they just bought. Provide a survey link on the branded tracking page that they can see when they track their order. Asking questions about your products and services will not only get you useful information, but it will increase engagement with your customers and allow them to reflect on their experience with your brand.
3. Provide World-Class Customer Support
While providing good customer service is something that seems obvious, many retailers do not invest the resources necessary to do it well. This includes not only good customer service staff and software, but also a careful review of return policies, warranties, and wait times. Many times brand loyalty is built not around how well things go, but how you handle the difficult issues. A positive resolution to a problem may turn an unhappy customer into a lifelong brand ambassador.
Deliver Exceptional After Sales Service with WISMOlabs Post Purchase Platform
Creating a world-class after-sales service begins with a well-executed branded tracking page, personalized marketing and actionable analytics that let you understand and act on what the customer needs. The key to creating a positive experience and a robust customer journey, from beginning to end, is to have brand consistency and regular engagement with your customers. WISMOlabs has developed a platform that quickly and easily integrates with the world’s most popular ecommerce platforms and leverages your information to seamlessly engage with customers throughout the post purchase experience.
Contact WISMOlabs today to learn how we can help you manage the after sales experience for your ecommerce store.
