The basics of after-sales customer support

One of the most important strategies to boost sales and increase revenues in e-commerce businesses is to provide customers with a great shopping experience and earn their satisfaction. While customer satisfaction during the shopping experience is crucial for conversion, your ultimate goal should be to attain customer loyalty. 

If your customers have a terrible experience with your brand during the purchase, you can still improve their overall buying experience by providing strong after-sales customer support. 

Importance of after-sales customer support

Most small businesses usually focus on attracting new customers, generating leads, and increasing conversions while missing out on post-sales services. Yet, when a customer buys your product, they would want to be able to reach out to you for any queries. According to Hubspot, 90% of consumers rate an immediate response as “important” or “very important” when they have a support question.

By providing good after-sales customer support, your customers know they can rely on you to help them resolve any issues they may have. The following three reasons will further show the importance of offering this service:

1. Effective customer support helps to retain customers: If they have a good experience with your brand, there is a higher chance of them returning. This also helps to boost customer loyalty and help spread positive word-of-mouth.

2. Customers satisfied with your post-sales services are willing to refer your brand to others: Neilsen research revealed that poeple are four times more likely to buy when referred by a friend as 92% of consumers believe in referrals from people they know.

3. Good customer service helps promote a positive brand image: The reputation of your brand is essential to ensure longevity in your business and increased sales in the future. 

Examples of great after-sales support 

The types of customer care after-sales services can vary between businesses and industries. In the paragraphs below, we will share a few companies that stand out in providing such services to their consumers, resulting in great consumer experiences and satisfaction.

1. Honda Philippines

According to the Philippines Customer Service Index (CSI), Honda is ranked first in providing customer care after-sales services among global car brands. Its services include warranty information, how-to videos, Honda Care plans, 24/7 roadside assistance, and continuous communication with its customers through email, phone, fax, chat, and other channels. Excellent support services translate to increased consumer satisfaction and loyalty with improved sales.

2. Lenovo Vantage

Lenovo offers excellent consumer support services through its app Lenovo Vantage. Users can customize the system's performance, troubleshoot problems, run diagnostic tests, and ensure everything runs properly through the app.

3. Baratza

Baratza is the manufacturer of strong and sturdy coffee grinders that offers excellent after-sales customer support. Consumers can easily order replacement parts or call the helplines to interact with friendly support staff and share their concerns. They also offer DIY troubleshooting guidelines and affordable repair services.