Customer post-sales experience has far overtaken price and product and is now the most important criterion for customers in their buyer journey.
A study by PwC points out that 86% of customers consider a positive post-sales experience as their top priority. And your competitors know this!
Leading e-commerce brands have made providing a positive post-sales experience with their top priority, so much so that according to a Gartner research in 2022, 81% of the e-commerce brands compete mostly or completely on the post-sales experience.
Warranties are perhaps the most important post-sales touch point for a brand, and if you are not able to provide a satisfactory experience, you can lose the customer forever, even if they liked your product.
So how can you win customers over?
We strive to create an experience that is helpful, easy to understand and solves your issue quickly. Here are the top elements we look at (and any customer service team should be mindful of) to ensure you have a great experience:
Have a transparent warranty plan -
A positive warranty experience starts by planning your warranty terms. You should have a clear warranty policy and communicate it with your customers.
Your customers should have advanced knowledge about the damages that will be covered, the costs, time duration and other variables.
When you're considering what to include in your warranty, be sure that the coverage is clear and that it's clearly stated on the packaging. If you're selling a product with multiple components, it's important to be clear about how the warranty applies to each.
Have an easy registration process -
The biggest problem with the registration process is that it's complicated. The registration form is the first thing people see when they visit your website. It’s also where most people leave.
Your registration process should be short and clear but not so short that it feels like a forced choice. When someone has to think about what they want, they’re less likely to complete the process.
Ideally, you should be replacing forms with dynamic web apps where customers can not only register their warranty but also track, claim and use more of your post-sales services.
A clear process to handle claims -
You should set up a clear process with both your customer service teams and your customers for warranty claims.
If your customers want to file a claim, they should be able to do it easily, and your customer service teams should be able to resolve them easily.
Customers, when claiming a warranty, have to first find old purchase bills and warranty documents to get started with the process.
Not being able to find the correct documents eliminates around 50% of the user from even claiming a warranty. This is an extremely bad experience for any customer not only will he lose faith in your brand.
You can avoid this by automating and digitizing the warranty claims process for your end customers, find how you can do it here -
Have easy customer communication -
This is a big one - a great customer experience starts with real communication. It should be very easy to get in touch with the customer service team, whether via phone, email or chat.
NeuroWarranty's warranty management software, with the help of its inbuilt CRM, sets up a direct communication channel between you and your customers.
The customer service teams can manage customer communication on a single interface with minimal effort.
Find out the top 5 warranty registration software going into 2023
Have a fast timeline for resolution -
A fast timeline means you get a decision on your claim quickly, and you're not left waiting weeks for an answer. A study found that 12% of people report a lack of speed as their biggest customer service frustration.
To resolve claims faster you need to have all your warranty-related processes set on a single easy-to-access dashboard and an easy communication channel between you and your customers.
NeuroWarranty's warranty management software, with the help of its inbuilt CRM, sets up a direct communication channel between you and your customers.
The customer service teams can manage customer communication on a single interface with minimal effort.
What do leading brands say about NeuroWarranty?
We hope you found our blog helpful. The NeuroWarranty warranty software is trusted by 100s of leading brands including, - Syska, JCB, and ResQtech.
You can sign up for the warranty management software by scheduling a demo and getting a free 14-day trial here - get a demo. An account manager will contact you and organize a call to discuss your business requirements.
