• Swapnil Jain

6 Tips To Use WhatsApp Chatbot For Better After-Sales Customer Experience

Updated: Jul 8

Orai's blog on after sales customer experience
WhatsApp chatbot for after-sales customer experience

After-sales customer experience includes various experiences and interactions between your business and your customers after they purchase your product.

Customers’ experience begins right when they connect with your brand to make their purchase decisions. But an after-sales experience starts after selling a product with an aim to ensure brand loyalty and customer retention.

Research shows that a 5 percent boost in your customer retention can increase profits between 25 to 95 percent.

You can ensure a top-notch experience for every customer by delivering meaningful engagement and assistance. Quality experience given to a customer creates stronger relationships and long-term brand loyalty.

So, in this post, we’re sharing with you some useful tips for using AI-powered WhatsApp chatbot for customer experience after-sales. An AI chatbot for WhatsApp allows you to use customer support automation for a better after-sales experience.

After-Sales Customer Experience

When you think about customer experience, you have to segment it into 3 major stages: Pre-sales, During-the-sales, and After-sales experience.

Customer experience before and during a sale is about helping customers choose and purchase your product. After that, you need to provide after-sales experience to ensure that they feel satisfied with your product and come back in the future.

Every text you send to them on WhatsApp has to be more than a plain message. After-sales messages should be about serving your customers and encouraging them to repeat their purchases. Your messages need to leave a satisfactory feeling in the mind of a customer.

Importance of After-Sales Customer Experience

It takes a lot of effort and investment to acquire a customer. Hence, companies should put some effort into after-sales experience to encourage repeat sales, which is more cost-effective than attracting new customers. That way, you can obtain the maximum extent of business from an acquired customer.

Every customer has a lifetime value that depends on the quality of experience you provide to maintain a relationship. The lifetime value increases when you get a customer to purchase your product over and over.

While there are various techniques to increase your customer’s lifetime value, personalized and meaningful engagement can be called the best.

An improvement in your after-sales experience results in:

  • Higher customer retention- The quality of your service makes your customers loyal to your brand. They come back to buy your products again and again, which adds to your per-customer-revenue.

  • More new customers- Satisfied customers become your walking advertisements. They encourage their friends and family to purchase from your brand. That’s called word-of-mouth.

In a nutshell, it’s all about providing value at every stage of customer experience to make them your ultimate brand ambassador.

WhatsApp Chatbot Automation for Better Customer Experience

WhatsApp brings you closer to your customer’s behavior and psychology. Your automated conversations using an AI-powered WhatsApp chatbot can help you engage customers who are:

  • Happy to have a new product

  • Worried about on-time delivery

  • Not sure about their decision

  • Not happy with product quality or performance

An AI can understand their emotions and needs to build trust and relationships. You can use personalized automation to send regular communication messages, answer questions, provide exciting offers, and support across multiple channels. Most importantly, you can engage all your customers in instant conversations at any scale.

Now let’s see how you can provide a better after-sales customer experience with an AI WhatsApp chatbot: