Some companies have not yet measured the importance of After-Sales Service. However, it contributes greatly to optimizing the customer experience and building long-term loyalty. The efficiency and quality of after-sales service often makes all the difference in the eyes of consumers, since 72% of them demand more efficient customer service, according to a Zendesk study.

 

Technicians must offer a personalized quality service to each customer. They must know how to find or direct to the right person, provide a clear, simple and fast response. The quality of after-sales service is the added value in terms of reputation.

 

Train teams in reception and listening techniques

Advisors are considered the direct interfaces with the company. They must therefore have perfect knowledge of each product, its technicalities, the processing chain, the guarantee of the devices, etc. They therefore know how to immediately saudi whatsapp number understand what they are being talked about, what to do, and who to refer to if necessary or who to call. Moreover, the procedure, the name of the partner providers or services must be perfectly mastered thanks to harmonization and optimal circulation of information.

Another important parameter is reception. Receptionists are characterized by good listening skills, good interpersonal skills and a certain know-how that goes hand in hand with the technical skills required to respond immediately to visitors.

Continuous training of teams is the basics of the profession to update knowledge, develop mediation techniques and know how to communicate with professionalism, simplicity and courtesy.

 

Harmonize service communication

Information concerning all stages of after-sales service must be perfectly known to each participant throughout the chain: reception agents, service providers, delivery people, etc.

Each visitor must receive the same welcome and the same treatment to give the image of a seasoned and efficient team. Indeed, the consumer must be able to trust any agent without any condition of preference.

 

Optimize planning and the entire intervention cycle

In addition to knowing which stakeholders to contact, after-sales service teams use artificial intelligence to automate certain planning tasks and optimize the entire claims processing chain. This makes it possible to optimize tours in real time, manage emergencies and unforeseen events such as a technician’s work stoppage or a customer’s unavailability.

After planning, the entire after-sales service intervention cycle must be streamlined using several  The after-sales service intervention cycle begins with the customer request and ends with the closing of the intervention with the electronic signature. The Sad Life Box challenge is to respond to the need as quickly as possible and efficiently. This entire process must be notified precisely to inform a colleague who takes over from a customer, but also to establish statistics on the customer satisfaction rate.

These documents include proof of the intervention, including a completed and signed report, photos of the defective product and the invoice for the intervention. Digital tools streamline data collection. It is also easier for another employee to view this information.

 

Respect contractual commitments

The technician also respects the levels of contractual commitments “SLA”, including the response and resolution time or the quality of service. The technician and the customer agree on these indicators. In the event of non-compliance, financial penalties may apply for the company. This information is present on the reporting which is the technician’s summary dashboard. The customer can then view it. He will have an idea of ​​the performance of the maintenance service according to different aspects. Here too, it is important to use the

The technician’s planning takes into account several factors such as the type of intervention, the technician’s skills, whether he is available in the given slot, the travel time, the duration of the intervention and the technician’s spare parts stocks.

 

Collect customer reviews

It is necessary to ask your customers about their experience with the company. The company must contact them two weeks after the purchase. This feedback allows the company to establish a report on the problem resolution rate and customer satisfaction. These surveys are rich in lessons in relation to the handling of the complaint. Perhaps they need refresher training on a particular product or not? The results will provide valuable information on customer expectations, improvements to be made, or even to know the consumer trend (loyalty or calling a competitor). It is on this essential parameter that the brand bases itself to strengthen or correct its commercial strategy.

HubSpot’s advice
HubSpot also advises measuring the customer experience after the customer has contacted the after-sales service and the service has resolved the problem. The customer then gives their feelings about the problem they encountered and its resolution. After contacting the after-sales service, the company sends its customer a satisfaction survey using  that allows them to know their level of satisfaction. When possible, it is important that the advisor stays in touch with their customer.

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