It’s not enough to get your customer to buy.
You need to keep them buying by building a long-term relationship with them. The key to doing this effectively is to offer follow-up customer service.
Through follow-up customer service you continue offering valuable content, keeping the lines of communication open, communicating your appreciation to the customer, and offering more products or services.
A great deal of your time, work and energy goes into effective customer follow-up, and this is why automation can help.
Automation takes over routine tasks and does them for you in order that you’ll specialise in more important things.
The After Sale Message
Probably the most important part of your follow-up is that the “thank you” message. this is often a fast and straightforward note letting the customer know that you simply appreciate their service. Keep in mind that they will buy from anybody else at any time. This email lets them know that you simply know that, and you appreciate their choosing you.
A Set of Information Supporting the Purchase
When your customer buys from you, you’ve got an excellent opportunity to create a relationship with them through your follow-up care. A great way to do this is through an email course. This is a series of emails that teaches your customer how to do something. Identify some problems they face and help them solve it. Each email is an individual lesson. This can be done through an autoresponder email marketing software program.
Your Customer Referral Program
Another great automated follow-up option is that the customer referral program. This is a program that offers incentives for customers to refer you. Entire customer referral programs are often automated through services and software.
We can’t improve What can’t be measured.
As a part of your automated follow-up care, you’ll send the customer a survey or form asking them for their opinions. This has two purposes. First, it lets the customer know that you’re concerned about them and listening. Second, it gets you valuable insights into how your customer feels.
What NOT to Automate
Automation is extremely useful for customer follow-up, but there are times when it’s inappropriate.
When people need to speak to another human being on the opposite end, automation makes them desire they’re handling a faceless corporation that doesn’t care about them. When a customer must reach you for any reason, you ought to be available to them.
Provide them with many ways to succeed in you easily and take care of their problems, questions or issues as soon as possible. Use automation where it’s appropriate, but confirm there is a real human when your customer needs one.