If you want to have a happy customer base, you need to build a great post-sale experience. People prefer to interact with brands that pay attention to their needs and actively build a rapport with them after they place an order.
If you think about it, this makes perfect sense. Customers don’t want to click the “buy” button on your website and be forgotten. Instead, they want to feel like they’re part of something bigger.
Businesses across all industries, from whatsapp marketing service email marketing SaaS to pet supply e-commerce stores, are recognizing this sentiment. So it makes sense that this type of support is top of mind for many marketers and business leaders.
Today, we’ll discuss the benefits of post-sales support and share 7 actionable strategies you can use to create the best experience for your customers.
Benefits of After-Sales Support
First let’s answer the question that might be in your mind: “What are the benefits of adding post-sales support to your current marketing strategy?”
I’m glad you asked! Here are some good reasons why everyone reading this should invest in this strategy.
- Build your reputation – You don’t want to have customers pay and then just get dumped. We’ve all been there. You purchased something and something went wrong with your order. So you reach out to support only to find out that the customer service is less than satisfactory. This is a surefire way to turn people away from your business and damage your reputation.
- Encourage repeat sales – Since your post-sales support strategy will create a good reputation for you, your customers are likely to order again. According to Forbes,81%They said they were more likely to order multiple times if they received great service on the first day.
- Increased Brand Loyalty – If people buy from you multiple times and have a great experience each time, they are more likely to develop a sense of loyalty to your company. I bet at least one of them will become a regular customer because of your top-notch products and support.
- Build social proof – When people are loyal to your brand, they are more likely to tell others and leave positive reviews on social media,you need to, on your website. Not only is this a great way to build trust with new visitors, but it also brings us back to square one; this will help you build your reputation over time!
Now that you know how developing a post-support strategy can help you and your customers, let’s look at some tips that can help you achieve this goal.
Personalize your interactions
The first tip we’re going to cover is broadly applicable to everything we’ll discuss later, and that’s personalizing the post-purchase interaction.
If you want to know why, consider wordpress plugins for creating simple and advanced contact forms this:4 out of 5 shoppersindicate that they are more likely to engage with brands that go out of their way to personalize content, offers, and messaging. If you think about it, this makes sense.
There are so many different companies in the market that are essentially selling the same product. Personalization is what differentiates companies from one another. Even if there are three different companies personalizing their messages, there is a good chance that each interaction will be unique.
One of the best ways to kick off this strategy is to thank your customers for their order. Use their name and the product they purchased in your email. This seemingly simple move will go a long way toward building your initial rapport.
Here’s a great example from Home Alive Pets:
Develop a detailed onboarding training plan
Customer onboarding is a very important part of every journey. If people don’t know how to get the full value of their recent purchase, they are likely to be dissatisfied.
In our experience, if you wantSelling digital productsSuch as software, subscriptions, and online courses.
Ideally, in this case, the customer should immediately receive a thank you email and an onboarding email. This is where you introduce your product and show people how to take advantage of various features to help them get the most out of their order.
For example, marketing software might china data include an onboarding video that introduces its product dashboard so that users understand what it’s all about and how it will help them on their journey.
Providing a user-friendly onboarding procedure will help create a delightful user experience, ultimately increasing satisfaction and customer retention.
Below, you can see Zapier’s onboarding method:
Request Feedback
Now, let’s talk about how soliciting feedback can help you create a better post-purchase experience.
We bet that at some point, you’ve decided to reach out to a brand to share your thoughts about their products, customer service, or something else. Well, there’s a good chance your customers are thinking the same thing.
Don’t expect them to come to you, take the initiativeCollect feedbackDo this early on by connecting with your customers and asking them to share their thoughts. You can use this information to improve your business in countless ways.
For example, let’s say most people find your onboarding program difficult to understand. While this may not be the best news, it will give you a chance to fix it so you can create aBetter customer experienceTarget existing and future customers.
You can also use this opportunity to ask them to leave a review on your site.99%Read reviews before buying something online, and it’s easy to see why taking this step can help you attract new customers while building rapport with existing users.
Give them something extra
We bet you’d be more likely to work with that company in the future if they occasionally gave you a little something extra. It could be a limited-time discount, access to a subscriber-only webinar, a free gift, or something else entirely.
Whatever the case, there’s no doubting the value of offering your customers something special after they place an order.
If you’rePersonalize your emails– You should do this — You can use this opportunity to offer them something related to something they’ve purchased in the past. For example, a pet supply store could offer someone who has purchased cat food a free cat toy with their next purchase.
These seemingly small actions can go a long way in building rapport with your customers.Increase sales.
Below, you can see how Barista & CO offers discounts to its customers:
Encourage people to join you on social media
Did you know that as of March 2024, it is estimated that63.7%What percentage of the world’s population uses social media? This statistic highlights why it’s more important than ever to get your customers on social media.
You can implement this strategy in a variety of ways, depending on your resources and long-term marketing goals.
One way to do this is to create a community with a group feature, like you’d see on Facebook. Invite customers to join your community so they can meet other customers, interact with your business, and learn about upcoming products and events.
Sometimes, that’s all you need to do!
But if you want to take it a step further, you can borrow the “Youth to People” strategy and direct users to a giveaway landing page where customers can win in-store points or attractive prizes by taking specific actions. For example, you could ask users to check out your latest post or subscribe to you on the social platform you want to grow.