Customer follow-ups help create a relationship and ensure you deliver the best customer service possible. By following up with your customers, you’re showing them that you care about their experience and not just the sale at the end of the day. It’s no secret that customers are more loyal to companies where they feel appreciated and respected. In this article, we’ll discuss why you should follow up with your customers and three different ways to do so.
Importance of Following Up
A follow-up shouldn’t solely be treated as another opportunity to sell products or services. Keeping in touch with your customers can help improve both customer satisfaction and experience. Here are some of the benefits of following up:
1. Deepen Engagement and Build a Relationship
A follow-up message can make a customer more inclined to keep in touch with you and your company. It can lead to following you on social media, liking your posts, and subscribing to an email list. Follow-ups also help build a positive relationship with your customers as you show them you care about their experience and want to build a bond.
2. Boost sales
Customers tend to choose companies with which they feel a connection to, and feel have provided quality customer service. If you take the time to check in, it can improve customer loyalty and increase the chances of them making future purchases.
3. Address problems
Reaching out to a customer after a sale gives you the chance to see if they’re experiencing any problems or issues with your product. Proactively addressing any potential problems avoids a situation where a customer angrily contacts your company and is dissatisfied with services.
Now that we’ve seen the importance of following up, let’s look at some ways to do so
1. Say thank you
This is the most common first follow-up message you can send to your customers. It shows that you’re grateful for their business and helps pave the road to a successful customer relationship. Thank them for choosing your company and service and let them know that you’re more than happy to answer any questions they may have.
2. Help them get started
A good way to reach out to your customers after they’ve made the purchase is to help them get started. You can send them advice on how to use the product or service and show them features that will benefit them. A helpful tip is to provide them with an FAQ of the most common questions customers have when getting started and articles to answer any other questions they may have. Addressing these questions upfront saves both the customer and your support team time.
3. Ask for feedback
The best way to know how you’re performing in terms of customer service and satisfaction is by asking customers themselves. Set up a survey to send out to customers who have made purchases. The questions can be multiple choice or open-ended for more general feedback. This shows the customer that you care about their satisfaction and gives you ideas on how to improve your service in the future.
We’ve discussed the importance of following up and how to do so, now you’re all set to increase your customer engagement and strengthen these relationships. The main takeaway from this article is to be proactive with your engagement. It’s always better to provide customers with answers to common questions they may have and reach out to them before they need to reach out to you. This shows that you care about their experience and their loyalty.
To learn more about how Emailgistics can help with customer success, click here.