When you think about it, it makes perfect sense. Customers don’t want to feel forgotten the moment they click “buy” on your website. Instead, they want to feel like they belong and are a part of something bigger.
Businesses across industries, from email marketing SaaS to pet supply ecommerce stores, recognize this sentiment, so it makes sense that this type of support has become a top priority for many marketers and business leaders.
Today, we'll cover the benefits of post-purchase support and share 7 actionable strategies you can use to create the best possible experience for your customers.
Benefits of Post-Purchase Support
Let's start by answering the question you're probably wondering: "What are canada telegram mobile phone number list the benefits of adding post-purchase support to your existing marketing strategy?"
We’re glad you asked! Here’s a list of solid reasons why anyone reading this article should invest in this strategy.
Build your reputation – You don’t want to be known as a business that “ghosts” your customers as soon as they pay. We’ve all been there at some point. You buy something and have an issue with your order. So when you reach out for support, you find that the customer service is less than acceptable. This is a sure way to turn people away from your business and damage your reputation.
Encourage repeat sales – Your customers are more likely to come back for repeat orders because you will have built a great reputation thanks to your post-support strategy. According to Forbes,81% of peopleThey say they're more likely to place multiple orders if they get great service the first day.
Increase brand loyalty – If people shop with you multiple times and have a great experience each time, they are more likely to feel a sense of loyalty towards your company. I’m willing to bet there is at least one company you shop with regularly because of their top-notch products and support.
Create social proof – When people feel loyal to your brand, they are more likely to tell others about it on social media and leave positive reviews.what you need, on your website. Not only is this a great way to build trust with new visitors, it also takes us back to square one, which will help you build your reputation over time!
Now that you know how developing a post-support strategy can help you and your customers, let's take a look at some tips to help you make it possible.
Personalize Your Interactions
Our first tip, which applies to everything we’ll talk about next, is to personalize post-purchase interactions.
If you're wondering why, consider this:5 out of 4 customersThey say they're more likely to engage with a brand that goes out of its way to personalize content, offers, and messages, which makes sense when you think about it.
There are so many different companies selling basically the same thing. What sets companies apart is personalization. Even if three different companies are personalizing their messaging, each interaction is likely to be unique.
One of the best ways to start this strategy is to thank customers for placing an order. Use their name and the product they purchased in the email. This seemingly simple gesture will go a long way toward helping you create that initial spark of rapport.
Here's a great example from Home Alive Pets:
Image Source:Really good emails
Develop a Detailed Orientation Program
Customer engagement is a crucial part of every journey. If people don’t know how to unlock the full value of their recent purchase, they’re much more likely to feel dissatisfied.
In our experience, this is especially important when:selling digital productssuch as software, subscriptions and online courses.
Ideally, a customer in this situation should receive a thank you email, followed immediately by an opt-in email. This is where you can introduce your product and show people how to take advantage of the various features that will help them get the most out of their order.
For example, marketing software might include an introductory video covering the product dashboard so users understand what everything is and how it will help them on their journey.
Providing a user-friendly onboarding program will help create a welcoming user experience, which will ultimately increase satisfaction and customer loyalty.
Here's how Zapier approaches engagement:
Image Source:Really good emails
Ask for feedback
Now let's talk about how asking for feedback can make your post-purchase experience better.
We’re willing to bet that at some point, you’ve reached out to a brand to share your thoughts about their product, customer service, or something else — and there’s a good chance your customers have the same thoughts.
Instead of hoping they come to you, take the initiative andcollect feedbackBy reaching out to customers at an early stage and asking them to share their thoughts, you can use this information to improve your business in countless ways.
For example, let's say the majority of people think your onboarding program is hard to understand. This may not be the best news, but you need to go in and fix it andbetter customer experienceFor our current and future customers.
You can also use this opportunity to ask them to leave a review on your site.99% of peopleRead reviews before purchasing anything online, it’s not hard to see how taking this step can help you attract new customers while building relationships with existing users.
