After-sales service means continuing to provide customer service after the purchase and is just as essential as the other strategies you’ve implemented in your store. After-sales service is an incredible source of revenue, as it helps us retain customers and provides the opportunity to acquire new ones.
This service includes all activities carried out after the sale of the product or service you offer. Post-purchase messages are one of the most overlooked aspects of marketing strategies that cover the user lifecycle within the conversion funnel. Brands struggle to maintain relationships with their customers after the purchase. And this happens because the intended objective has already been achieved: the sale.
Getting new customers is a big deal. That’s why you should send post-purchase text messages to your customers. They improve the customer experience, reduce the number of customer complaints, and increase customer retention.
When you add it all up, it means your bottom line benefits too.
Phases of after-sales service
- Know the customer
- Get in touch
- Determine the poland whatsapp number data after-sales service you need
- Talk about the problem
- Close the situation
- Provides follow-up
Why send post-purchase messages?
Consumers, after a purchase, experience a series of emotions:
- Excitement about having something new.
- Hope that I made the right decision.
- Desire to receive the product as soon as possible.
- Concern about receiving what has been requested.
Understanding the psychology behind customer behavior is not only interesting, but it also reveals insights you can turn into opportunities. You can digital marketing consulting for small businesses use this information to build trust, retention, and loyalty with your customers.
As a result, you could create brand ambassadors. Keeping this in mind and understanding the emotions that arise in consumers after making a purchase, here are some examples of how to use your SMS.
The thank you text / order confirmation
Saying “thank you” to your customers gives them the feeling that you care about the experience you provide. Plus, in some cases, people screenshot their thank-you texts and share them with friends and family, often to brag about their purchase.
Therefore, it is also an opportunity to reach new customers.
Product instructions and advice
These types of post-purchase messages enhance your onboarding experience, but they also show customers that you care about them bulgaria business directory even after the purchase is complete.
These instructions and tips can range from clothing styling tips to feature demonstrations and how-to videos.
Use texts to cross-sell
Once someone buys from you, you know what they’re interested in. You can leverage this in your post-purchase messages by providing product recommendations based on what you know about existing customers.
Feedback on product/service satisfaction
Let them know that the company is concerned and values their opinion. Also, show them that their feedback will help improve your product line and your purchasing, shipping, and tracking services.
Refunds and returns
It portrays a more human image and shows that you not only care about the user to generate sales, but that you also understand their needs and are willing to return the item if it doesn’t meet their expectations.
Send replenishment reminders
When you know a user is interested or has made multiple purchases of the same product, it’s best to send an SMS informing them that they can reorder.
It conveys to the user the need to make the purchase as soon as possible.
