When it comes to buying any product or availing services, the first things that customers review on companies’ webpages or social media accounts are pages and posts related to their policies and customer reviews. And. ever since the COVID outbreak, customer expectation for customer support has been doubled. Microsoft found that 52% of customers expect companies to provide higher customer service. And, Deloitte claims that providing quality customer service and positive experiences can nudge customers to spend 140% more. In both cases, investing in after-sale service benefits the business greatly.
Just imagine what slow customer support and delay response can do to a customer. Put yourself in the shoes of customer qued for hours and waiting for the call to connect or to get an email response. They get frustrated, Right? Then in the moment of frustration, they leave a detailed bad review, and, 93% of people including you and us review those bad reviews before deciding whether to buy from a particular brand or not. From this, you can understand the importance of quality after-sale service.
To make things easier for our clients and reader, we have crafted this article, that articulates everything and provides a detailed guide on what customer expectations are, what technical and policy improve can do for businesses, along with a detailed overview of beneficial Zoho CRM integrations and Zoho Consultants recommendations.
So, even after reading this piece you feel lost, then don’t forget that Zoho consulting partner Techloyce is here to provide Zoho CRM Support, assistance regarding how to use Zoho CRM, and Zoho CRM customization.
What Are Customers’ Expectations from A Company?
The first thing that all business owners and executives need to know is what customers expect. And, here is a detailed overview:
- Personalization is the first thing that customer seeks, in terms of everything ranging from inbound marketing content to newsletter and offer, even from the services.
- From customization comes Quality Customer Experience(CX). And the best part is it is a never-ending cycle that encompasses the after-sale product life cycle and product sale cycle. The key is to train front-line customer service specialists.
- And, the thing that they expect more than the customer experience is Quick & timely Complaint or Claim resolution. The companies can employ customer relationship management systems that can efficiently manage support tickets, provide a proactive response either via live chat or AI bot.
- The second last thing on our customer expectation list is available on the Omni-channel platforms along with updated information.
- Lastly, customers expect the UI/UX design of everything ranging from website to application to be super easy to use and scannable.
Learn More: Customer Service And Customer Experience, Not The Same Side Of A Coin
02 Thing That A Business Can Do To Improve Customers’ After-Sale Experience
1. Draft After-Sale Service Policies
The first and foremost thing that we have mentioned above is the ‘company policies that all customers review’ before making a purchase. And, this plays a crucial role in customer experience.
For instance, a customer logs a complaint about the inefficiency of a product and asks for a refund or to claim a warranty. Hence, the first point of reference for any customer support is the policy guide. This decides what the customer will get hence, having a transparent and clear to understand policy can do wonders. Moreover, there is a need to revise policies with time and things that a good policy includes
- Updated information on refund, reimbursement, replacement policies
- Provide a detailed overview of how to file a claim resolution or condition to qualify for a claim
- Information on what the customer will get in terms of compensation either in the form of a refund or voucher
- Lastly, the information on the warranty claim period
Read More On Social Listening – A Key Substance for Seamless Product Development and Successful Marketing
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Opt For Technically Improvement
The next thing a company can do is leverage the technology for its benefit. And, the most recommended customer relationship management tool by our certified Zoho Consultants is Zoho CRM. And, here are some more recommended improvements
- The first in implementing CRM in your ERP. It allows multiple departments to collaborate for quality customer support and to share data for contextual service.
- Inventory management is the second benefit that a business can achieve. Want to why? Because it helps the businesses in managing inventory and schedule stock delivery depending on the product demand or trends. This way customers will get the right product, at right time from their preferred location without waiting.
Also Read: All You Need To Know About Odoo Warehouse & Inventory Management System
- The third thing can business can do is invest in customer support. For this very reason integrating a self-service portal can do wonders. There are two benefits it serves first, speedy claim resolution, and secondly, empower the customer to self administer their account. In addition to this, it also allows the businesses to manage, track and automatically route the customer support ticket to the relevant department and person.
- The last thing is to opt for 360° feedback and innovate product with customers’ demand. And, in this initiative investing efforts in social listening is highly recommended. And, with CRM you can program the system to record detail, create a ticket and forward it to the relevant department.
05 Benefits After-Sale Service Can Offer To Companies
- Increase customer retention by training frontline customer service specialists.
- Improve customer satisfaction, with real-time verification. This swift resolution increases demand and improves the market reputation of a brand.
- Improve relationship with the client, and serves as a social prof with word-of-mouth, referrals, and satisfied customer testimonials.
- Reduce the need for Research & Development. Since the company can produce a product that resolves customers’ pinpoint with social or 360°
- Lately, customer satisfaction increases sales turnover, improves productivity and profit for a company.
What Zoho Partners Techloyce Recommend
Zoho CRM is a complete suite, it is designed to provide comprehensive assistance to all departments inside a company. Moreover, the customer data is shared through a central system that makes project, document, or issue collaboration easy for all.
Besides, when it comes to customer support, Zoho CRM lack automatic canned responses, a platform for visual and virtual support, a text editing feature, support ticket managing, and tracking. Therefore we have crafted this recommendation list for you.
1. Zoho CRM Integration with Zoho Desk
The first and foremost thing that our ready-to-use integration offer is multiple account management and assignment management. Along with automated routing, recurring issues automation, comprehensive call monitoring, and multi-tier call transfer support.
In addition to these the integration also provides chatbot deployment support that leverages knowledgebase and customer archival data proactive chat response. Besides, customer support specialists can opt for live chat and offer text & video support to clients.
2. Zoho CRM Integration with Zendesk
Techloyce’s Zoho CRM & Zendesk integration offer 360-degree feedback monitoring support, account management, availability management, call logging, monitoring & recording, routing, scripting. In addition to this, it offers in-house collaboration tools, corrective and preventive actions, complaint tracking, cloud document storage, and file sharing.
Further feature includes:
- Email distribution, drag & drop email templates editing
- Feedback management
- On-demand communications
- Support ticket management & tracking
- Win & loss analysis
3. Zoho CRM Integration with Sales IQ Chat
The last integration on our list is ‘IQ Chat.’ And, the best part of this integration is it offer canned responses and content creation option. Customer support specialists can utilize a proactive chat feature with customized rules that ask the customer to provide screenshots or detail of their claim and verify information with the archival purchase and receive history. Along with a real-time consumer-facing chat feature.
