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Every company has customers, and therefore every company has to handle after-sales. However, messed-up after-sales emails lead to dissatisfied customers, loss of business, and lost opportunities.
A small mistake, such as forgetting to attach a receipt or confirming a future appointment again, can turn into a costly mistake. We all make mistakes, but that doesn’t mean we must keep making them. Keep your customers happy by avoiding the common mistakes made in after-sales emails.
Not sending a confirmation of purchase.
This can be as simple as a link to an order confirmation page or a confirmation email with some details about the order. It’s important to let customers know that you’ve received their order so they don’t think it’s been lost or deleted.
Suppose you don’t send a confirmation of purchase. In that case, your customers won’t know they’ve made an order until they receive their shipment or see a charge on their credit card statement. That can create a lot of confusion and frustration for them—they’ll wonder where their order is or why they got charged when they didn’t even place an order in the first place!
Not using the order details in your message.
When customers place an order, it’s an excellent opportunity to provide them with an incentive or special offer. But if you don’t use the details in their order in your message, it’s unlikely they will notice or respond.
For example, if a customer has just bought a pair of shoes and you want to offer them an accessory for free, include the shoe size in your message so they know what to expect when they receive it, and make sure it’s personalized. Don’t just copy and paste a generic message for everyone. Use the customer’s name and order details (like the product name or order number) in every email. If multiple products are in order, mention each product by name and explain why it was sent. For example: “Thanks for purchasing our new phone case! We’ll send it out soon.” Without this level of personalization, people won’t feel like they’re getting special treatment and will lose interest quickly.
Not thanking the client for their purchase.
This seems like a simple mistake, but it’s pretty easy to overlook. It can mean the difference between a happy customer and one annoyed. A basic “thank you” goes a long way and will let the customer know that you appreciate their business. They’d appreciate being acknowledged even if they had no questions or problems with their order. This will keep them in a positive mindset when it comes time for them to leave feedback on your website (which is ultimately what you want).
Forgetting to include FAQs
Customers often have questions about the products they’ve bought but may not know where to ask. Your after-sales emails are a perfect place to provide answers to the questions that your customers may be too shy or embarrassed to ask in person. Remember that if you want to increase sales and decrease returns, it’s essential that you provide all of the information a customer needs before they make a purchase decision.
Not including social media links
In addition to answering questions and providing information about products and services, social media links can help customers find more information about your business. For example, if you sell shoes, include links for people who want shoes like yours in different colors or sizes or similar brands that you carry at similar prices (without directly endorsing them). These links also allow potential customers to share their purchases with friends on Facebook or Twitter—which could lead to more sales.
Tips for creating an after-sales email
After-sales email effectively creates a positive impression on customers who have already purchased from your company.
Here are some tips on how to create an after-sales email:
- Keep your emails short and simple.
- Make sure that all products in your email have corresponding images.
- Offer other products that will help the customer use or enjoy their newly bought product better.
- Ask for feedback about their purchase.
- Include links to related products that will help them solve problems or address concerns about their purchase.
Learn how to do it
After you spend hours crafting a killer product and promoting it, ensuring you have an effective way to keep in touch with your customers is crucial. These emails are so important because most customers will wait to hear from you before creating an account or purchasing from you again.
Hopefully, this has given you a good idea about what to avoid for an effective after-sales email. If you are uncertain how to make use of these tips appropriately, consider hiring a professional to help you along the way. So, want some help? Contact us now!