Immediately after purchasing a product or service, customers are likely to feel anxious about the initial setup and operation. Providing appropriate follow-up at this point will give customers a sense of security.
For example, it overseas data is effective to send instructions on how to use home appliances after they are purchased, or to provide a tutorial when using an app for the first time. Proper support immediately after purchase allows customers to use the product smoothly, and satisfaction levels rise dramatically. Proper support at the beginning can also help prevent initial complaints and returns.
1 week to 1 month after purchasing the product or service
After-sales! follow-up is also effective after customers have actually used the product or service, especially! after one week to one month has passed since the purchase. At this time, they have already been using! the product or service for a while, so you can directly ask them about their specific questions and requests after using the product or service.
For example, it would be the role of content marketing at each stage of the funnel good to send an email asking “How is it?” or to introduce ways to use it. Another feature of after-sales follow-up at this stage is that you can hear the customer’s impressions of actual use, so you can understand areas for improvement in your products and services.
Immediately after responding to inquiries
The time immediately after a customer makes an inquiry is an important time as satisfaction will be greatly affected by the company’s response. It is essential not only to provide courteous support, but also to follow up to thoroughly check whether the problem has been resolved.
For example, simply sending a message after a support response asking “Is there anything else you need help with?” can database d give customers a sense of security and improve their impression of the service. You can also conduct a survey about the support response.