What is more important for businesses other than making sales? Well, there is - providing their customers with the best after-sales services. After-sales monitoring software is important for retaining customers.
The key to customer retention and lifetime value is after-sales services. Companies need to be at their best and reduce response time in order to gain customer satisfaction. After-sales tracking software is helping companies win over customer hearts and satisfaction.
What are After sales services and their Importance?
What exactly is after-sales service? It is the follow-up support and resources provided to customers after they’ve purchased products and services. By giving customers attention after a completed sale lets them know that the company tru;y values them and is not only aiming their wallets.
High-quality after-sales activities may include promptly answering customer questions, providing set-up or onboarding support, and maintaining contact through customer loyalty programs. No matter how you show your customers love, the purpose is the same: Keep your customers happy, come back for more, and sing your praises to the world.
But Why is Post-sales Service Important?
Sales reps naturally focus their time on making sales and meeting their targets. But it is easy to lose track of what happens to customers after the deals are done, or the sale is made. Too frequently, sales reps move on to the next sale, and their old prospects disappear into the air.
- Enhance customer satisfaction rates
- Deepen brand loyalty
- Increase customer retention
- Drive repeat and higher-value sales
- Raise brand value
- Boost word-of-mouth referrals
These are all incredible outcomes for businesses paying attention to post-sales services.
Challenges in After Sales Services?
Hoping to provide the best after-sales services is not enough. Businesses need to act on it. But many hurdles must be addressed on the way to offering these services.
Customer Expectations
Meeting customer expectations is truly a problem. Customers expect timely and efficient service, personalised support, and quick issue resolution. Failing to meet these expectations can lead to dissatisfaction and negatively impact the business’s value.
Global Operations
With businesses going global and gaining an international customer base, providing consistent after-sales services across multiple regions can be tough. Multiple factors, such as time zone differences, language barriers, and cultural nuances, must be accounted for to ensure a seamless customer experience.
Technical Expertise
Every company’s after-sales team needs a high level of technical expertise to diagnose and address customer issues.
Response Time
Timely responses to customer inquiries and issues are essential for customer satisfaction. Delayed responses can frustrate customers and bring a bad name to the company.
Data Management
Managing customer data, purchase history, service requests, and interactions is crucial for providing proper support. Businesses must invest in after-sales monitoring software that can be integrated with the company’s CRM system to track and manage information effectively.
Customer Feedback Analysis
What is better than collecting and analysing customer feedback to identify areas of improvement? But turning feedback into actionable changes can be challenging without a structured feedback loop.
How is After Sales Service Monitoring Software Helping?
After-sales management software is here to help your business overcome the above mentioned challenges through its automated solutions and advanced technical stack. The software will accelerate the already existing process.
Integrated with Your CRM Platform
The after-sales monitoring software like TrackoField comes with a seamless SPI integration set-up. It makes integration with the pre-existing CRM system, HRMS or other systems easy and quick.
Sorting and Segmenting Tickets
Once the raised complaint ticket enters the CRM system, TrackoField automatically filters and sorts the complaint based on geography, type, product and more. With the process becoming automated, it is quicker and error-free.
Query Reaches the Right Dealer
The software assigns the query to the nearest dealer instantly. Upon receiving the notification with all the required details from the company, the dealer acknowledges the service request.
Delegating the Tasks
The multi-level system automatically assigns the duty to the available and qualified serviceman. This lessens the wasted time in selecting and assigning the proper serviceman, as the system completes the task in a couple of seconds.
Task Monitored Until Done
The field service monitoring software monitors the entire process to make the process as transparent as possible. Managers can track the movement of the field executives right from the moment the task is assigned to when it’s over.
Proof of Delivery
The prime purpose of after-sales service tracking software is not only to automate the process but also to improve customer satisfaction. The proof of delivery feature of TrackoField ensures just that. The complaint stays open until the customer shares the happiness code with the technician assigned.
Auto-report Generation
No more manual creation of reports and filling out Excel sheets. Field sales automation software automates the process of managing database and report creation in real-time. These reports are accurate and contain all the key insights.
Conclusion
Winning over customer hearts, satisfaction, and wallets is the goal businesses are working towards. But with the help of efficient after-sales monitoring software, the process becomes a lot more easier. TrackoField is a perfect choice for the software as it has all the advanced and automated solutions that every business is in need of.
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