After-Sales Customer Care Process for SME

After-sales customer care process is extremely important to retain customers. This seems to be the basic theory that any business owner knows. But unfortunately, they are easy to ignore when they focus on finding new customers. Is it because after-sales care requires more sophistication, patience and ingenuity? Is it because the task of maintaining this relationship is time-consuming, but the effect is less obvious? Is there a way to take care of after-sales customers effectively and save effort? Join BeCare.io to find the solution through the following article.

After-sales care or pre-sale care?

Before, Journeys Customers' purchases are often drawn as a 4-tier funnel: Problem recognition, consideration, decision-making, purchase. Over time, it has been improved many times by experts; to better reflect the customer's conversion progress. Under the influence of information technology, the customer journey has now become a closed curve. In it, the starting and ending points are removed; and customers can make a purchase at any stage if you keep the touch points smooth.
This led to a big change in the after-sales customer care process. Because it never stops at the time the customer completes the payment. Instead, you need to continue to be with them, close by, to increase your ability to lead guests into the next conversion.

Simple but professional after-sales customer care process for small and medium businesses

So how do you maintain a long-term customer connection and increase their emotions after each order? Here's a simple, professional process you can apply right away:

Show respect to customers as soon as they deliver

Instead of sending the exact item ordered, add something that will make the customer smile. It could be a small gift or simply a thank you card. Of course, this item comes in many forms depending on your industry. If your product is an intangible service, include a quality survey to show your interest.

Provide useful information throughout the after-sales customer care process

Please enclose the full user manual, contact information of the company when delivering. This gives your customers peace of mind that their interests are always protected.

And yet, you also need to bring useful sharing, related to the process of using the product. The goal is to capture the user's interest. Do not mistake this as the sole responsibility of the Marketing department. Part agents can completely do this with greater efficiency; because they approach each customer directly.

Actively visit to grasp needs and detect difficulties

Unlike the above step, here, you contact the customer to directly test their experience with the product/service. If you proactively find and solve problems before they complain, the more confidence you gain. However, it must be very clever, to avoid letting the buyer feel disturbed.

Ready to resolve complaints – the most important step in the after-sales customer care process

In any case, always show that you are willing to help. If the error arises from the business side, please sincerely acknowledge the error and make the exchange and warranty immediately. On the contrary, if the problem is caused by a customer, you need to clearly explain the cause, re-guide how to use it or to suggest the optimal solution. 

Build a special program for loyal customers

Everyone wants to receive exclusive preferential policies. Therefore, building a loyalty program has never been effective. This both shows that you recognize and appreciate your customers; while encouraging customers to stay loyal to you for a long time.

Revealing how to take care of customers after the sale shows immediate results

Many businesses neglect the after-sales stage because they think it is difficult to evaluate the effectiveness. But that's because you don't know how to optimize the after-sales customer care process. 
If you focus on the following tasks, the customer service department will immediately bring about clear benefits:

• Collect feedback on customer expectations for the product
• Determine the position of the product/brand in the hearts of customers
• Cross-sell your products/services based on past orders to increase revenue
• Constantly visiting customers on special occasions
• Offer special offers/discounts to customers after referring others.

The solution to own a super-economical after-sales customer care process

Building a customer care process is a difficult task for all businesses SME. Because they need to prioritize upgrading their expertise to "survive" in the market.
But every problem has a solution. BeCare.io's outsourced customer care service package is the best choice for SME businesses because:

• Cost optimization: BeCare.io works according to the actual Cost per Ticket payment model. Thus, you only need to pay the right amount of work; No need to worry about lack of jobs in low season or lack of people in high season.
• Time optimization: Using the service, you immediately own a professional team and a full-featured software system. From there, you save time on team training, building, and learning the tool.
• Focus on the main task: When you are no longer distracted by customer problems, you are fully devoted to promoting your own strengths, increasing the competitiveness of your business.
• Limiting risks: Including potential risks in wrong judgments due to lack of experience and skills in after-sales care; errors arise in the process of operating the system, using tools; or worse, hang around with complaints and let the competition pass.

Contact now BeCare.io if you need more specific advice about the service package. We are always available to answer and support 24/7.