Efficient After-Sales Support is Essential for Customer Retention

Are you an online business owner who is focusing entirely on the business marketing strategy in order to acquire new customers? If this is true then you are undoubtedly doing it wrong. It’s not just you; in fact many other online entrepreneurs like you are investing a great deal on acquiring new customers via pre-sale efforts. This is a good idea but it alone cannot make your business climb the success ladder. In fact, your after-sale endeavors are more equally important as the pre-sale efforts.

For maintaining a steady relationship between you and your customers, you need to revamp your customer support strategy and train your representatives accordingly. With the help of an exemplary after sales service, you can demonstrate gratitude towards your online shoppers and guarantee repeat business. You may conduct after sales service in a number of ways which are easy and applicable for all types of online businesses. Below are some important things to consider while you strive for optimal after-sales support:

Instant Confirmation Email

According to ecommerce experts, every online shopper expects an email confirming the successful purchase which he/she just made online. For the online shoppers, a confirmation email is like a receipt that they receive after shopping from a brick & mortar shop. If you have not sent an instant confirmation email to one of your customers, doubt would start to creep in their mind and this will eventually start impacting your business. You should therefore always make sure that your emailing system is optimized for 24/7 service.

Dispatch Confirmation

This notification is not to be missed, if you really want to win the trust of your customers. As soon as your customers’ order is dispatched, you must send a confirmation email along with a reference number for their satisfaction. This would help win returning customers for your business. When you send a confirmation email after purchase, you tell customers that their order has been received and is under process, whereas sending dispatch confirmation email gives them more confidence as they know that their order is already on its way to their doorsteps. A dispatch email gives your customers great peace of mind resulting in ultimate customer satisfaction.

Deliver Information via Live Chat Support

You should keep your live chat operators updated about the status of each order placed by your customers. If a customer contacts your live chat assistance and asks about the status of his order, your representative should be able to immediately respond and provide him with the accurate information. Some ecommerce websites also offer delivery notifications via email or text message about the current location of their order. However, if you have a large number of customers and have plenty of orders to manage, you can also provide your customers with the tracking ID of their order provided by the courier, through which you have sent the order. By entering tracking ID, your customers can find the exact location of their order.

24/7 Real-time Assistance Online:

As mentioned above, having generated good sales lead doesn’t mean that your customer support team has done its part, you also need to provide after-sales support. The live chat support for website is something you cannot ignore to have for your online business. Since this channel of support is very low cost and most convenient for your customers. Your live chat operators should be highly courteous, responsive and well-informed about all that concerns your customers. Besides, you should make sure that your website has 24/7 chat assistance so that the customers can have their questions answered and issues resolved anytime.

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