{"id":4967,"date":"2018-10-24T19:55:35","date_gmt":"2018-10-24T23:55:35","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=4967"},"modified":"2024-03-29T13:18:56","modified_gmt":"2024-03-29T17:18:56","slug":"importance-of-after-sales-support","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/","title":{"rendered":"In Support of After-Sales Support"},"content":{"rendered":"

If you\u2019re like the average company, you\u2019ll probably focus the bulk of your efforts into closing your sales. The funnel starts with your marketing team, who\u2019s responsible for generating leads and nurturing them to the point where they\u2019re ready to make a purchase. Then your sales reps step in to pitch your product or service, and (hopefully!) make the lead an offer they can\u2019t refuse. Some companies even enlist the help of external agencies experts to optimize their websites, in a bid to increase their conversion rates and drive more enquiries or purchases.<\/span><\/p>\n

<\/div>\n

Where many companies fall short, however, is after-sales support. If you\u2019re not 100% clear on what this entails, it basically refers to any activities that you do to improve your customer\u2019s post-sale experience. Some companies might send their customers tutorial videos that walk them through how to get started, and others might grant their customers access to an online knowledgebase. Either way, the goal is to reduce the friction that your customer faces, and help them get comfortable with your product.<\/p>\n

<\/div>\n

The importance of after-sales support<\/span><\/h2>\n

Why is after-sales support important? It helps companies achieve a myriad of different objectives, all of which contribute to an increase in revenue.<\/span><\/p>\n

<\/div>\n

First, companies which provide great after-sales support have a higher chance of successfully upselling or cross-selling their customers. Yes, your customer might\u2019ve only bought a $20 laptop stand on their first visit\u2026 but if you play your cards right, you may be able to convince them to part with a few hundred bucks for an external hard drive. Good collateral and smart sales enablement<\/a> don’t stop mattering when a deal is closed. That\u2019s how you drive up your Average Order Value <\/span>and <\/span><\/i>your overall revenue!<\/span><\/p>\n

<\/div>\n

On top of that, companies which nail their after-sales support typically experience an increase in their customer retention rates as well. The premise behind this is simple: if you\u2019re a trustworthy company, and you go the extra mile to make your customers feel appreciated, they won\u2019t be jumping ship anytime soon. Bearing in mind that it\u2019s <\/span>5 to 25 times more expensive<\/span><\/a> to acquire a new customer than it is to retain a current one, this will definitely impact your bottom line.<\/span><\/p>\n

<\/div>\n

Last but not least, improving upon your after-sales support will also help you get more word-of-mouth business. After having a positive experience with a company, <\/span>53% of customers will post about it on social media<\/span><\/a>, and <\/span>77% of customers will recommend the company to a friend<\/span><\/a>. You\u2019ll get more brand exposure and referrals, without having to spend a single cent on marketing or ads!<\/span><\/p>\n

<\/div>\n

How to implement after-sales support<\/span><\/h2>\n

Want to work on improving your after-sales support? Here\u2019s a handy three-step guide that will help you do just that!<\/span><\/p>\n

<\/div>\n

1. Create an automated email campaign<\/span><\/h2>\n

First things first: the moment your customer fills out a form or purchases something on your website, they should receive an automated email thanking them for their purchase. This helps to close the loop, and reassures your customer that their transaction has successfully went through.<\/span><\/p>\n

<\/div>\n

How do you do this? Simple – set up an automated email campaign, and create an acknowledgement email that\u2019s triggered at the point of purchase. Assuming you\u2019re an eCommerce store, you can also create other emails within the same campaign to ask if your customer has received their product, and if they need any help with said product. If you\u2019re an SaaS platform, on the other hand, you can create an email within the campaign that prompts your customer to create an account and start using your tool.<\/p>\n

2. Offer training if needed<\/span><\/h3>\n

If your product or service requires technical expertise, and there\u2019s a steep learning curve involved, be sure to offer training for your customers. This will help your customers get up to speed, and get the most out of your product\/service. <\/span><\/p>\n

<\/div>\n

PS: Worried that training costs will eat into your profit margin? Instead of relying on in-person training, you can invite your customers to a webinar, and teach them how to use your product remotely. All you need to invest in is a webcam (if you don\u2019t already have one), and a few hours of your time!<\/p>\n

<\/div>\n

3. Respond quickly<\/span><\/h2>\n

Statistics show that <\/span>75% of customers believe it takes too long to reach a live agent<\/span><\/a>. Keeping this in mind, be sure you have enough support reps on standby, and don\u2019t put your customers through an excruciatingly long wait. <\/span><\/p>\n

<\/div>\n

On that note, researchers find that <\/span>customer satisfaction ratings for live chat are often higher than all other support channels<\/span><\/a>. Both the speed and conversational nature of live chat are said to contribute to these higher ratings. If you haven\u2019t already implement a live chat software on your website, now\u2019s the time to do so!<\/span><\/p>\n

<\/div>\n

A final word on after-sales support<\/span><\/h2>\n

We\u2019ll leave you with this: great businesses see service not as a cost, but as a sales opportunity. Don\u2019t skimp on providing after-sales support and service; investing in this area will bring you plenty of returns!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

If you\u2019re like the average company, you\u2019ll probably focus the bulk of your efforts into closing your sales. The funnel starts with your marketing team, who\u2019s responsible for generating leads and nurturing them to the point where they\u2019re ready to make a purchase. Then your sales reps step in to pitch your product or service, and (hopefully!) make the lead an offer they can\u2019t refuse. Some companies even enlist the help of external agencies experts to optimize their websites, in a bid to increase their conversion rates and drive more enquiries or purchases. Where many companies fall short, however, is after-sales support. If you\u2019re not 100% clear on what this entails, it basically refers to any activities that you do to improve your customer\u2019s post-sale experience. Some companies might send their customers tutorial videos that walk them through how to get started, and others might grant their customers access to an online knowledgebase. Either way, the goal is to reduce the friction that your customer faces, and help them get comfortable with your product. The importance of after-sales support Why is after-sales support important? It helps companies achieve a myriad of different objectives, all of which contribute to an increase in revenue. First, companies which provide great after-sales support have a higher chance of successfully upselling or cross-selling their customers. Yes, your customer might\u2019ve only bought a $20 laptop stand on their first visit\u2026 but if you play your cards right, you may be able to convince them to part […]<\/p>\n","protected":false},"author":25,"featured_media":49239,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204],"tags":[176,264,60],"yoast_head":"\nIn Support of After-Sales Support - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Got a sale? Great! Now what? After-sales support is a critical differentiator in client retention, not to mention your bottom line. Make a smart investment!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"In Support of After-Sales Support - Sogolytics Blog\" \/>\n<meta property=\"og:description\" content=\"Got a sale? Great! Now what? After-sales support is a critical differentiator in client retention, not to mention your bottom line. Make a smart investment!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2018-10-24T23:55:35+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-29T17:18:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/12\/cust-7.png\" \/>\n\t<meta property=\"og:image:width\" content=\"487\" \/>\n\t<meta property=\"og:image:height\" content=\"714\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Cherie Foo\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/\",\"name\":\"In Support of After-Sales Support - Sogolytics Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2018-10-24T23:55:35+00:00\",\"dateModified\":\"2024-03-29T17:18:56+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/4f9494ad60a9326bf03aefa96dfb5df8\"},\"description\":\"Got a sale? Great! Now what? After-sales support is a critical differentiator in client retention, not to mention your bottom line. Make a smart investment!\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"In Support of After-Sales Support\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/4f9494ad60a9326bf03aefa96dfb5df8\",\"name\":\"Cherie Foo\",\"description\":\"Cherie is an avid lover of hiking, and she can easily spend hours curled up with a good book. Her greatest personal achievement to date is surviving a 48 hour bus trip -- in which she was jammed shoulder to shoulder with strangers (and live chickens which were illegally smuggled on board).\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/author\/cfoo\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"In Support of After-Sales Support - Sogolytics Blog","description":"Got a sale? Great! Now what? After-sales support is a critical differentiator in client retention, not to mention your bottom line. Make a smart investment!","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/","og_locale":"en_US","og_type":"article","og_title":"In Support of After-Sales Support - Sogolytics Blog","og_description":"Got a sale? Great! Now what? After-sales support is a critical differentiator in client retention, not to mention your bottom line. Make a smart investment!","og_url":"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/","og_site_name":"Sogolytics Blog","article_published_time":"2018-10-24T23:55:35+00:00","article_modified_time":"2024-03-29T17:18:56+00:00","og_image":[{"width":487,"height":714,"url":"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/12\/cust-7.png","type":"image\/png"}],"author":"Cherie Foo","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/","url":"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/","name":"In Support of After-Sales Support - Sogolytics Blog","isPartOf":{"@id":"https:\/\/www.sogolytics.com\/blog\/#website"},"datePublished":"2018-10-24T23:55:35+00:00","dateModified":"2024-03-29T17:18:56+00:00","author":{"@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/4f9494ad60a9326bf03aefa96dfb5df8"},"description":"Got a sale? Great! Now what? After-sales support is a critical differentiator in client retention, not to mention your bottom line. Make a smart investment!","breadcrumb":{"@id":"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.sogolytics.com\/blog\/importance-of-after-sales-support\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"In Support of After-Sales Support"}]},{"@type":"WebSite","@id":"https:\/\/www.sogolytics.com\/blog\/#website","url":"https:\/\/www.sogolytics.com\/blog\/","name":"Sogolytics Blog","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/4f9494ad60a9326bf03aefa96dfb5df8","name":"Cherie Foo","description":"Cherie is an avid lover of hiking, and she can easily spend hours curled up with a good book. Her greatest personal achievement to date is surviving a 48 hour bus trip -- in which she was jammed shoulder to shoulder with strangers (and live chickens which were illegally smuggled on board).","url":"https:\/\/www.sogolytics.com\/blog\/author\/cfoo\/"}]}},"_links":{"self":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/4967"}],"collection":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/users\/25"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/comments?post=4967"}],"version-history":[{"count":4,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/4967\/revisions"}],"predecessor-version":[{"id":47051,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/4967\/revisions\/47051"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media\/49239"}],"wp:attachment":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media?parent=4967"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/categories?post=4967"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/tags?post=4967"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}