The success of a business is not only defined by the number of sales, but it is about the number of customers that are happy after the purchase of a product or service. This is known as after-sales service. Read on to find out more about its pros and cons.

Delivering excellent products or services is the first to foster healthy customer relationships. However, businesses must go above and beyond to truly stand out from the competition and provide great after-sales service. Overlooking this critical phase may break the entire customer experience. Why? This is because after-sales service helps customers enjoy every aspect of their products and services after the sale. Need more details? Keep reading this blog post to find out!

Meaning of After Sales Service

After-sales service is the support and service that companies provide to customers after the purchase of a product or service. This can either be technical support, product installation, troubleshooting, maintenance, warranties, self-help support, and more. Many companies use after-sales service software to provide excellent customer support. 

Advantages of After Sales Service

Ensuring an efficient after-sales service experience enables you to promote your customers’ loyalty, increase your brand reputation, and better know your customers. Given below are some more advantages of sales tracking software for better after-sales service:

• Increase Customer Satisfaction

Every customer demands a timely resolution of their concerns. A customer-centric after-sales management software helps companies decrease complaints, bad reviews, poor word-of-mouth, and chargebacks. Overall, the software allows you to create a positive brand reputation and maintain a competitive edge in the market.

• Improved Brand Reputation 

An effective after-sales tracking software also helps companies improve their brand reputation. Say that you purchased an automatic washing machine a few weeks back. However, you weren't able to understand how it works and its features. You are constantly reaching out for the support of the company but haven't received any update. Quite annoying, eh?

Out of frustration you may comment on their social media channels and spread the reviews with your family and friends. The result? It will cost an arm and a leg for the company. Therefore, excellent after-sales service is important to enhance brand reputation.

• Enhanced Customer Insights 

After-sales service is a crucial component of the customer discovery process. It enables you to identify areas where you could improve your products and services. Additionally, it helps in expecting support with self-support resources. Using employee tracking software, you can also track CX metrics like CSAT, customer effort score, and more to identify the bottlenecks inN your customer experience strategy.

• Competitive Advantage 

Many brands fall behind in satisfying the higher after-sales service expectations of field employees. Thus, it is a great opportunity to set your brand apart by providing responsive returns, fast replies to support tickets, and generous warranties to customers. This will ensure that you maintain a long-term relationship with your customers.

Disadvantages of After-Sales Service 

The famous phrase, 'every coin has two sides’ applies also to after-sales service. Besides advantages, there are many disadvantages of after-sales service. Some of them are as follows:

• Difficulty Hiring Customer Service Talent

Companies may find it challenging to find the best resource to optimize their after-sales service. The hiring of inappropriate resources may harm the reputation of your business.

• Inefficient Training And Resources

Another cons of after-sales service software is the inappropriate training and resources. Although you found the best customer service talent but couldn’t find the right after-sales tracking software, it may be inefficient for your business.

• Incurring Additional Cost 

When implementing the after-sales monitoring software, companies may need to spend an additional cost. From setting up the software to providing the relevant training to field employees, it might become expensive for businesses.

Conclusion

After-sales service offers many advantages and disadvantages to companies. However, it is undeniable that excellent after-sales service is important for utmost customer satisfaction. Among many after-sales tracking software available, the best one is TrackoField’s after-sales monitoring software. Want to try it? Book your demo now!