How to create a post-sales customer experience to retain customers
By: Riya Sachdeva
Tags: CRM, Technology, Software, Crm Software, Customer Experience

It costs five times as much to acquire a new customer than to keep an existing one. And whether or not a customer retains and decides to shop with your brand again is determined by the quality of post-sale service.

The post-sales or after-sales experience is crucial to ensuring customers come back. It’s not enough to focus your marketing efforts just on getting the customer to purchase but getting them to go through a cycle that encourages them to interact with you again.

How can you create a great post-sales experience?

Communicate

It is important to communicate with your customers after they have purchased with you. Make sure you keep your customers in the loop with the latest updates regarding their order delivery, product specifications, services offered. It does not have to be overly complicated.

An effective post-sales experience could be as simple as letting your customers know when their order is expected to be delivered.

Email should be the most preferred medium of communication as 80% of retail professionals said email drives retention, to improve your post-sales experience, you should look into the different emails you could send.

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Cross-sell

In a market full of options, customers like suggestions, especially when they are not very salesy. Personalize your communications to show your existing customers similar products you offer or products they would need with their existing purchase.

Manage refunds and returns

Reduce post-purchase anxiety by ensuring your customer is fully aware of your refund policy and returns process. Being transparent will build trust with your customer as it shows your brand isn’t all about sales and that you understand your customers’ needs.

Make sure you have a clear returns and refund policy in place and a helpful customer support team.

Manage warranties

A well-executed warranty process reinforces customer faith in your brand because they feel taken care of even after the purchase. Customers often have to go through the hassle of finding old purchase bills and going through endless calls with your client servicing teams to access some essential post-sales services like warranty claims and product replacement. Leading to an overall bad customer experience and leaving the customer dissatisfied with your brand.

NeuroWarranty’s digital warranty solution allows your customers to claim a warranty with just a few clicks, avoiding the hassle of finding old purchase bills and going through endless calls with your customer service teams. This creates an unparalleled customer experience and results in customer satisfaction.

Acknowledge feedback and reviews

When a business replies to at least 25% of their online customer reviews, on average, they earn 35% more revenue, says Womply. Acknowledging customer feedback and solving customer complaints is of paramount importance. Because in doing so, you are letting them know that their opinion matters, their complaints are being resolved and that your business will adapt to their changing needs.

SproutSocial research shows 47% of people use social media to complain about a business. While social media is an effective tool for you to connect with your customers, negative reviews and customer complaints on social media tend to hurt your brand image online, and as a result, discourage other people from being your customers, thus impacting your revenues.

While buying separate CRM tools can be expensive and difficult to manage, you can save tons of money spent on buying additional CRM tools. The NeuroWarranty Inbuilt CRM allows you to make your customer service highly efficient with minimum human intervention in addition to optimizing your warranty management.