E-commerce and the relevance of after-sales management

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By: ComSchool Editorial Team

Online reputation has never been as important as it is today. With websites specializing in registering complaints from users and consumers, such as Reclame Aqui, your e-commerce business could lose a lot of sales. Just enter a few keywords related to a product or service into search engines and you run the risk of finding unfavorable opinions that will destroy the urge to buy.

Consequently, measures must be taken to transform this malta number dataset or prevent it from occurring. After-sales management takes care of the moment when the consumer has already made the purchase and has been affected by the acquisition, both positively and negatively.

Planning and reconciling the various means of communication are the first steps. The company cannot just “put out a fire here and there”, but resolve the situation and restore its good image. So, we have selected some tips for you to carry out efficient after-sales service. Check them out:

Recognize the importance of the customer
Reach out to your customers by thanking them for purchasing your products and welcoming them. This way, you acknowledge the fact that they purchased something from your company. With a thank you email, you can show interesting links, such as social media profiles, discount coupons and promotions. This way, the chances of converting new sales increase, since you have shown your satisfaction with their purchase and shown more opportunities.

Share information
Once the customer completes the purchase, they will wait for the product to be delivered. Therefore, schedule emails to detail all the important information about the purchase, such as a more detailed description of the item's journey to its destination. Always notify them when there is an update, provide the tracking code and show that you are interested in knowing when the order will arrive at its destination.

Get close and enchant
Much more than delivering a complete product on time, having personalized communication proves how important it was to have that customer among your customers. Create categories, such as “first-time purchase” or “second-time customers”. This way, your communication will be better targeted and understood. Offer special coupons to those who bought from your online store for the first time and discounts to those who have bought before, for example. Your online store may be small, but having the advantage of having this behavior more approachable and inspires more trust.

Conduct a satisfaction survey
Want to know if you’re working properly or what’s not working? Ask your customers! Engage with everyone by asking relevant questions and be prepared to deal with negative responses. Use criticism to improve your service or choose another supplier for the product you weren’t happy with. You can also offer discount coupons to those who answer the question and convert more sales.

Remarketing
After investing in relationships, conducting satisfaction surveys and thinking of ways to get closer to your customers, you need to start selling to them again. The best strategy in this case is to use remarketing, because those who have already visited your website start seeing ads related to the products they purchased. This encourages their desire to buy more and increases the chances of them returning to your store.

In after-sales, we must keep in mind that, more than ensuring new sales, a satisfactory shopping experience needs to be guaranteed. A closer relationship is important, especially when we buy online. Thus, buying from your online store becomes a pleasant and memorable moment, as the customer knows that the company will maintain special contact even after the sale.