Sales and Fulfillment

The role of technology in modern after-sales solutions

Customer expectations evolve as technology advances and the business landscape changes. However, the one thing businesses can rely on to make customers happy is effective customer support and after-sales service. Recent studies have revealed that not only customers are more likely to return with excellent customer service but 75% will still return even after the business makes a mistake with excellent after-sales service and support. This highlights the significance of customer service technology and the need to establish an effective after-sales strategy to stay connected with and retain customers.

Benefits of an effective after-sales strategy

After-sales strategy is not about following up with customers once they make a purchase and receive their order but about building a long-lasting relationship with them to encourage repeat purchases and loyalty. A robust after-sales solution can help you stay connected with the customers, offering them an avenue to provide feedback and helping you address any issues before they turn into major problems.

Additionally, an effective after-sales strategy opens opportunities for cross-selling and upselling to offer value-added solutions to the customers, preventing customer churn and promoting positive word-of-mouth, which can help you stand out from the competition. Therefore, focusing on delivering excellent after-sales experience has become crucial for modern businesses.

Role of customer service technology in after-sales service

Technology has changed how businesses approach customer support and after-sales service. Automation tools like AI-powered chatbots, live chat connecting customers to customer service agents, and IVR (Interactive Voice Response) menus are augmenting the capabilities of customer service teams, helping them offer value-added support to the customers. Leveraging machine learning for customer service has allowed data-driven decision-making and personalisation in every customer interaction. This is in line with the evolving customer expectations, where 70% of the customers expect the customer service executive to have the full context – including purchase history, previous interactions and much more.

Here are the key benefits customer service technologies bring to the table, helping businesses enhance their after-sales service:

• They enable faster communication for shorter response times and quick resolution of customer queries. This contributes towards enhanced customer experiences and higher satisfaction levels. Additionally, integrating machine learning solutions in customer support can help businesses offer personalised responses, either automated or from customer service reps, for an enhanced customer experience.
• Their intuitive automation functions allow customers to find the answers they need without having to wait for a customer service rep. Such instant access to real-time information enhances the efficiency of the after-sales service.
• They don’t just speed up customer interactions but also reduce costs – in terms of resources, personnel, and any other overhead. For example, data-backed targeted sales leads can help customer service reps work smarter and quicker for cost, time, and resource-efficient after-sales solutions.
• They combine advanced analytics capabilities with digital tracking systems to not only offer visibility into customers’ buying habits for personalised recommendations but also facilitate proactive support to resolve issues before they cause major problems. This, along with data-backed decisions, leads to improved customer outcomes, resulting in greater customer retention and loyalty.

Choosing the right after-sales solution

Technology is changing how businesses approach customer support and after-sales service. However, without the right tools, businesses cannot harness the data available to them to keep up with the changing customer expectations. Here are some tips to help you choose the right after-sales solution for you:

• Assess your current processes, identify areas of improvement, and the specific after-sales support needs you want to address.
• Set clear and measurable goals you want to achieve with the customer service technology.
• Compare the different solutions available and evaluate the key features they offer to find the one that aligns best with your needs, goals, and budgetary restrictions.
• Plan the implementation – accounting for integration with enterprise systems and data migration – to ensure a smooth transition with minimal disruptions to day-to-day customer support and after-sales operations.

How can Infosys BPM enhance your after-sales service?

Infosys BPM offers a suite of after-sales management solutions to improve the efficiency of revenue-enhancing initiatives and achieve profitable revenue growth. With the specialised offerings encompassing warranty management, service parts management, service revenue management, and MRO inventory optimisation, you can leverage next-gen customer service technologies to address key pain points in your after-sales operations and offer enhanced customer experience.