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Customer post-sales support - the best tools for e-commerce.

Katarzyna Chomąt
28/11/2023 | 5 min read
Customer post-sales support - the best tools for e-commerce.

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    How to retain customers? What can be done to make them come back and become loyal customers? The questions themselves suggest that what happens after the transaction is important. Of course, the satisfaction with the purchase is influenced by the store's offer, customer service quality, or smooth delivery, but there are a few more actions that increase buyers' satisfaction and thus contribute to repeat purchases of products or services.

     

    Delivery and returns of products from AlleKurier.pl

     

    Delivery and management of potential returns can be included in after-sales service. AlleKurier.pl is a platform for sending courier shipments throughout Poland, the European Union, and most countries in the world. AlleKurier.pl offers services from the largest and most trusted courier companies, up to 70% cheaper. The platform allows for easy shipment estimation, just provide the weight and dimensions, as well as the place of dispatch and delivery, and the system will present a full offer in a few seconds. Additionally, to use AlleKurier.pl, there is no need to sign contracts or declare a large number of shipments.

     

    Online sales involve customers returning ordered items. And here AlleKurier.pl comes with an interesting option for businesses - Convenient Returns. For the customer, it is a simple form allowing the return of purchased goods, and for the store - easy identification and effective handling of returned orders, as well as the end of problems with incorrectly addressed shipments, shipments sent with cash on delivery, or to parcel lockers. The service is free for the store, the cost of the shipment is covered by the consumer. It is worth noting that a transparent return policy is one of those factors that motivate purchases in a particular online store. Launching Convenient Returns is very simple, just place a banner on the store's website with a link to the return form.

     

    Managing customer reviews with Rating Captain

     

    Customer reviews are one of the best tools that help build trust in a company and its positive image. Therefore, every online store should gather and monitor reviews on various platforms (e.g. Google, Facebook, Ceneo). Of course, review management can be automated using Rating Captain. The tool allows for sending invitations to review the company, as well as specific products. Acquired reviews can be displayed on the store's website using widgets customized to its appearance.

     

    It is worth responding to the received reviews, so that the customer feels that their opinion really matters. That's why Rating Captain creates a place and additional tools to mediate with dissatisfied customers and encourage repeat purchases (discount codes). In addition, the tool conducts semantic analysis of customer reviews. Thanks to this, the store can learn the reasons for customer satisfaction or dissatisfaction and take appropriate steps to help grow the business.

     

    Newsletter - stay in touch with your customer

     

    The newsletter is a marketing tool that helps build and maintain customer relationships. You can use it to provide information about upcoming promotions or the arrival of new products in the store, but the newsletter can also be used to educate customers and share tips with them.

     

    GetResponse is effective email marketing software in which you can create email campaigns with different goals. Moreover, GetResponse delivers messages at the preferred time of the recipients thanks to the Perfect Timing feature. In GetResponse, you can also design and launch automatic message deliveries based on specific customer actions. In addition, you will find many other functionalities allowing you to create conversion funnels, webinars, web-push notifications, or landing pages.

     

    Loyalty programs in an online store

     

    After-sales customer service includes loyalty programs, which work well in maintaining contact with the customer. The advantage of a loyalty program is that it not only turns occasional buyers into regular customers but also attracts the attention of new buyers who are very willing to join the program even during their first purchase.

     

    Loyalty Starter is a modern platform for managing loyalty, motivational, and gamification programs. Program participants have access to a mobile application that you can configure and personalize according to your needs, as well as to a user panel. The store, on the other hand, manages the administrative panel, where it can configure and automate the loyalty program, send notifications, create surveys and quizzes, and manage the rewards catalog.

     

    After-sales customer service in e-commerce - summary

    The customer is the most important in business. Therefore, actions should be conducted in such a way that customers willingly choose our store for their next needs. To achieve this state, communication with the customer is essential. For this purpose, it is worth using social media, newsletters, or loyalty programs, as well as ensuring a transparent return policy. You can also stand out from the competition, for example, by focusing on eco-friendly packaging.

     

    As you can see, after-sales service is not only about customer service. Of course, they also play a very important role, especially when it comes to returns or complaints, but the marketing and sales teams should also be involved in after-sales processes. However, the presented tools largely help automate actions and thus save time and increase store profits.

     

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