Digitalisation of the after-sales service - Part 1: An obligation

The world of e-commerce and e-retail is constantly changing. The last few years, marked by the health crisis, have accelerated transformations in the sector for an ever faster and more pleasant shopping experience.

Nowadays, customers can buy a smartphone or washing machine online in just a few clicks, whatever the medium (web, mobile), thanks to intuitive interfaces and an optimal user experience. Accompanied in their purchase, they can choose from a wide range of services, from product delivery to payment methods.
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However, this level of comfort and service too often stops when the customer receives the product!

It's a mistake: in addition to being a legal obligation, after-sales service has a direct impact on sales. Indeed, many customers will no longer accept a faulty after-sales service.
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It is therefore important to integrate your after-sales service as an integral part of your business strategy in order to make it an efficient, profitable and innovative service. To make your after-sales service a real asset and deploy innovative services, digital is your ally: offer an experience as pleasant as buying online.

After-sales service: an underestimated need

After-sales service has not kept pace with the technological and digital transformations that e-commerce has undergone. As a result, each and every one of us has experienced complex after-sales services with a degree of support far inferior to that of online purchasing:
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• Need to go to the shop
• Long waits on the phone
• Difficulty in accessing information about the product, its repair status, re-shipment etc.
• Warranty issues

These inconveniences can impact the customer experience and transform their initial relationship with the brand: from satisfaction with the purchase to disappointment... It is always difficult to regain the trust of a lost customer and the quality of customer service is therefore essential!

Harmonise the customer journey and strengthen the brand image

VAS is therefore necessary in three respects:

• In terms of the law, this is an obligation
• It meets one of the main criteria of buyers' expectations of brands
• It is a key step in the customer journey to build loyalty
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This is why the relationship with the customer must be maintained beyond the acquisition of the product to offer a global customer journey that benefits the brand image.

It's all about upgrading the after-sales service to match the online shopping experience.
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In a context where customers are increasingly demanding in terms of service responsiveness, transparency and accessibility of information, it is essential to offer quick online solutions with paths that leave a great deal of autonomy to the customer.

The digitization of after-sales service is an invaluable aid in this respect: it enables us to offer a customer journey and overall experience similar to that of an online purchase. Yes, it's possible, especially when you have the right support!
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Curious? Dubious?

👉 Join us here for our next post on the challenges of digital after-sales service and real-life cases.  

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