6 tips to improve your company’s after-sales!

Let those who have never promised themselves that they would never buy products/services from any company cast the first stone. All it takes is one negative experience and there goes that customer who demanded so much budget and effort to be conquered. This is undoubtedly an after-sales failure.

A simple failure in service, a delay in support or a product defect, there are many villains capable of sabotaging the marriage between companies and consumers. Oh, and the discomfort can even get worse if this customer shares their dissatisfaction via social media, because through the reach of a single post, many scratches can be caused to the brand.

But then, what can you do to make this relationship peaceful and lasting?

The answer to this question has a name: After-sales. The objective of its implementation is to improve the consumer experience after completing the purchase, through a set of strategies that aim to solve problems and provide customer loyalty.

According to a Sebrae report released by FecomercioSP in 2019,

85% of companies in Brazil never did after-sales
70% At least they have a record of their customers
94% they never used digital technologies to monitor them.

Here in B2, for example, there are after-sales strategies for all the segments we serve (corporate and retail) and they are applied regardless of the progress of the partnership between us and our customers.

We have a CS (customer success) team that is responsible for evaluating, qualitatively and quantitatively, the contents of communication channels, in addition to checking the operation of these terminals. Meanwhile, our account manager closely monitors the particularities of each one.

It is from these assessments that we are able to understand the needs of each client and thus apply personalized service and a personalized strategy, always aiming to grow and improve the channel.

If we consider the famous phrase by the American Philip Kotler, known as the father of marketing, who says: “Acquiring a new customer costs 5 to 7 times more than keeping a current one”, the tip is: if you still don’t carry out after-sales, it’s time to invest heavily! Don't forget: loyal customers generate up to 65% of sales.

So, get to work!

After-sales can be carried out using various tools, such as telephone, email and applications. Write down some tips:

Satisfaction survey: For the good progress of any relationship, feedback is necessary. Knowing what the other person thinks, whether they are happy or what can be improved is very important. Sending a survey by email after purchasing the product/service is a great opportunity for improvement.

Service Channels: Using technology to make the customer's life easier when it comes to answering a question, making a complaint or requesting technical support is very valuable. Using digital platforms, service can be more agile. But of course, it is very important to take all necessary measures to protect the consumer's personal data.

Personalize service: Having quality after-sales also means being prepared to serve the customer. Show interest in the needs presented and be as brief as possible in solving problems. Service must be aligned with all other areas of the company.

Send Gifts: Who is not seen is not remembered. So, make a presence in your client’s life. Sending a small gift on commemorative dates, such as birthdays, is a good idea!

Create a loyalty program: The feeling of belonging is very good, especially if it comes with a little discount. Creating a loyalty program through discounts, promotions and benefits will encourage customers to look for your company more frequently.

Launch of Products and Partners: When launching a new product, make sure your loyal customer is the first to know. Ask him which products are of interest and establish partnerships that are advantageous for the company and the consumer.