It is obvious for customer service to treat the actual purchase as the most important activity. The onus of converting a regular inquiry into orderlies on the employees and that could happen only if utmost importance is given to every step, which helps to close the deal. Talking of retail brands, we often find sales staff helping customers in routine things like greeting customers with a welcome smile, helping them to find the right size and colour, making they check out process seamless and providing drinking water in trial rooms.
These are undoubtedly important features of an ideal customer service experience, but what follows after the customer has already made the purchase is equally vital. Actually, the post-purchase experience of the customer goes a long way in developing his or her loyalty towards a particular brand. Customers should never feel that companies are only interested in their money and therefore it is for customer support agents to make customers feel valued. Let us find out how this could be achieved.
Laying out customer friendly Post-Purchase Policies and Processes
Normally, the policies and processes for sales staff and live chat agents are well laid out. In the same way, the same procedure needs to be followed to make customer’s post-purchase experience enjoyable and fruitful. If you use Call centre outsourcing solutions provider, make sure that this procedure is well defined for your customer support outsourcing agents as well.
The very first thing you are supposed to do is to start a communication with your clients after they have either purchased from your store or placed an order. In the case of e-commerce companies, it will mean sending an e-mail confirming the transaction, details of shipment and expected delivery schedule and also asking for the feedback from the customers for their overall purchase experience related to the product and service.
Next, everyone associated with the actual business process like sales employees, call centre outsourcing solutions provider and their live chat agents should actually know as to how to deal with customers when order is either delayed or the customer isn’t happy with the product quality or just wanting an update or the status. Now, the customer will be satisfied and loyal to a particular brand only if customer support outsourcing solutions agents have answers to all these queries and also equipped to solve their problems
Asking for Customers Feedback
One of the most important aspects of post-purchase is getting feedback from customers. The companies’ executives should waste no time in contacting customers to know how they feel about their product or service after having made the purchases. This exercise has twin benefits of helping brands to improve their customer service along with utilizing their reviews for attracting future customers.
Therefore, it should be incumbent for companies to feel the importance of their existing customers and focus on continuously improve upon the skills of customer support outsourcing agents and product offerings.
Reaching out to aggrieved Customers and offering solutions
Companies should never ignore customers who have chosen to express their resentment on social media or the review section of the companies’ website. In such cases, companies should immediately reach out to aggrieved customers and offer them solutions ranging from refunds, exchanges or discounts. In most of the cases, just simple pleasantries like “Thank you” for getting the feedback can do the trick.
Ideally, nothing is more satisfying for a customer to talk to a real person rather than responding to a machine to share their concerns that they may have experienced post-purchase. This is one area where a professional call centre outsourcing solutions provider with experienced customer support outsourcing agents could prove a great help. It is their job to assure and calm customers by making them talk to an actual person without wasting their precious time.
Improving Brand Loyalty
The post-purchase gives an ideal opportunity for brands to make the existing customers their best brand ambassadors which in turn helps This can be achieved by offering special discounts and incentives to the existing customers. For instance, things like a special birthday or anniversary gifts, providing priority access to newly launched products, and giving loyalty and referral points could enhance customer’s happiness level.
A brand can easily place itself on a higher pedestal by successfully implementing these strategies and thus creating a happy community of repeat customers. However, in order to follow these strategies diligently and regularly, it is imperative that customer support agents have adequate bandwidth. If they do not, as is often seen, pre-sales support ends up taking precedence over post-purchase support. Call Centre outsourcing solutions providers can be hired as your extended customer support team so that you don’t have to trade one for another and can strike the right balance between pre and post sales support.
At LiveSalesman, a leading customer support solutions provider with over 18 years of experience, we understand the significance of keeping existing customers happy and help our clients devise new strategies to continuously improve the post-purchase experience for their customers. Talk to us to find out how we can help you.
Publish Date: June 17, 2019 5:00 AM
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