Why invest in after-sales support?
When a customer purchases a product, they want to be able to use it with ease. There will always be times when they need to ask questions for more information about the product or they encounter a problem that they aren’t sure how to resolve. This is where aftersales support comes into play and why you may wish to consider the services we have to offer at TMTI. In this article, we look at the 5 signs that highlight the need for investing in after-sales support.
#1 Frequent product returns
A clear indicator that you need to invest in after-sales support is a notably high volume of product returns. These returns are not only a financial cost but a sign of customer dissatisfaction. This can happen when a customer notices a problem and returns it as there is no information on how to solve it.
Having after-sales support can enable you to log the exact reason for a return and identify ways to prevent non-faulty costly returns.
#2 Increasing customer complaints
If you are receiving complaints about a particular product or aspect of a product, it is a clear sign that support is essential. Whether it is a genuine fault or the customer needs to be educated on the behaviour of the product; after-sales support is the way to address concerns quickly and efficiently.
#3 After sales support – Lack of internal expertise
Managing the technical aspects of an entire product range can be challenging for businesses. If you do not already have a dedicated team who are trained in the products and able to provide your customers with answers, then this is a sign that you need to invest in after-sales support.
By having this support, you can be confident that your customers will be able to get the answers they need through the appropriate channels.
#4 The growing complexity of products
Technology is always advancing meaning a lot of us are required to stay up to date with the changes. However, these changes can sometimes be daunting for customers. By using after-sales support, you ensure that you are able to answer any questions your customers may have.
For example, software updates may introduce new features and your customers may need some friendly guidance on how it works.
#5 Impact on brand reputation
Customer satisfaction plays a big royal in brand reputation. If your customers have encountered any issues or have questions that they cannot get answers to. This can create a negative experience for your brand image.
If you find this to be reflective of your customer’s experience, then this is a sign to use after-sales support to improve your customers’ journey and ensure they are satisfied.
At TMTI, we can offer a variety of customer solutions and services to help you to provide effective after-sales support.
For more about who we are and how we can provide tech support to reduce your product returns, click here.