08 May Aftermarket Services on Amazon: A Source of Profit
Every marketing process within Amazon requires an extensive list of steps that must be gone through in order to complete a sale. It all starts in advertising and customer search, but it doesn’t end as is generally believed in selling, it goes much further.
Throughout this article, we will review what after-sales customer service is and we will see how this part of the process is of vital importance for customer loyalty and the success of your ecommerce.
What types of after-sales services are there?
There is a wide range of services that can be offered to a user after the sale of a product. Here are the most important ones:
Purchasing management: This is the first and perhaps most important step in achieving customer satisfaction. From Amazon you can make the management of purchases optimal, since with FBA shipments you will have all the facilities to be able to offer adequate tracking of your shipments. In FBM logistics, you will have to supervise the shipment of the goods on your own. This step is very important and we recommend that you always keep it under control since customer satisfaction depends, to a large extent, on the prompt and correct arrival of the products in their hands.
Guarantees: The types of guarantees are very diverse and depend on many factors strictly linked to the brand’s own policy and the nature of the items. Many customers pay attention to this when purchasing one product or another, as it is a source of trust, quality and reliability in their purchases.
Technical support: This service is one of the most important forms of interaction between the brand and the customer, as it constitutes a point of direct communication. It is very useful in all kinds of situations, especially when it comes to incidents and resolving doubts.
Reviews: Through customer opinions, you can generate a very positive image of the store and increase its credibility. On Amazon, reviews are a very common source of information and are very often used when deciding whether to make a purchase or not. As a brand, you should have a well-kept and comfortable review section for users interested in your products.
Promotions and offers: A very effective way to keep the buyer in touch and interested once a purchase has been made is through offers or promotions. This is an interaction that needs personalized communication to show your customers that they are important to you and that you have much more to offer them. This way they will keep some of their attention on your store.
Returns: There are many reasons for a buyer to return a product they purchased. Your role is very important as you must offer your clients the appropriate means to carry out this task in the most comfortable and agile way possible.
How is Amazon a good medium to manage after-sales?
You already know what types of after-sales services exist and the fundamental role that clear and direct information plays in each case, but have you ever stopped to think about the advantages you have with Amazon when it comes to managing this process?
Thanks to the electronic giant you will be able to maintain a very detailed email communication with your customer, since any movement or transaction they carry out from their account will be informed by email. This is something that benefits both the buyer and the seller as it offers transparency and security in all procedures.
Once the purchase is made, Amazon allows the customer to maintain detailed monitoring of the shipping process of their product. The ability for the consumer to keep a constant eye on their package ensures an optimal shopping and delivery experience, as all procedures are constantly communicated and the customer knows in real time what is happening with their package, which gives you a very wide advantage over your competition as you ensure that you provide the best possible experience to the buyer.
Once the product has reached the customer’s hands, the Amazon platform has a section exclusively dedicated to the resolution of doubts, returns and contact with technical support or customer service; In this way, the marketplace ensures that it offers both sellers and buyers all the necessary tools to bring the purchase process to a successful conclusion.
As you can see, you will have a large number of options and procedures centralized in one place to offer the best possible sales service.
Your Responsibility as a Seller
Every salesperson has the responsibility to organize, manage and carry out an adequate sales and after-sales service in order to ensure that their service is optimal.
When the e-commerce used is Amazon, you will be able to have a large number of options and procedures in one place to offer the best possible service. It is everyone’s responsibility to make the most of the functionalities and tools in each phase of the purchase and sale and achieve a successful experience, in this way you can open the door to potential future sales.
At Nozama we can help you get the most out of each of these tools. Keep in mind that the purpose of all procedures is to gain the customer’s trust, because the higher it is, the greater the chances that they will become loyal to a brand and buy from it again.