After Sales Service Examples
The
rise of competition in every industry has resulted in the rise of various types
of after-sales services that are both customer and niche specific. Here are
some examples of the best after-sales services offered by top brands.
1. After
Sales Support – Lenovo Vantage
Lenovo
is a famous computer and laptop brand that offers after-sales support in the form
of Lenovo Vantage –
an application pre-installed in Lenovo devices to help users update their
drivers, run device diagnostics, request support and discover apps.
The
application makes it easy for the users to diagnose the problem with their
system and even connect with the Lenovo help centre from the same application
if they face any difficulties.
2. Guarantee
and Warranty – CamelBak
Camelbak
deals in adventure products like backpacks, bottles and accessories. The
company boasts the quality of its products and to prove this, provides
after-sales support in the form of The Got Your Bak™ Lifetime Guarantee scheme.
3. User
Training – GetResponse Courses
GetResponse
is an online platform providing solutions for email marketing, landing page,
webinars hosting and more. As a part of its after-sales service, the company
provides its customers with specialised courses that help them learn the importance
and intricacies of the online marketing techniques and how they can use the
company’s offering for the same.
4. Free
Installation – Air Conditioner Retailers
Air
conditioner brands and retailers often offer a free installation service to
customers. This service is usually charged for when ordered otherwise.
5. Return
& Replacement – Amazon
Amazon,
to enhance customer satisfaction and boost online sales, offers a free return
and replacement service where the customers can return and/or replace the
products if they don’t meet their expectations. This after-sales service
strategy has really helped Amazon in tapping new markets that were devoid of
ecommerce.
6. After sales service
After
sales service refers to the treatment of customers in the aftermath of a sale.
For example, after being sold a bike, after sales service may involve free bike
maintenance for a number of weeks.
After
sales service is an important part of non-price competition often found in
oligopoly. After sales service can be a way to encourage people to buy the
product in the first place; it can be used to justify a higher price for the
good. It also influences the long-term reputation of the firm and can influence
future sales. However, it also imposes costs on firms.
Examples of
after sales service
a) Warranty. A
common example of after sales service is the provision of a warranty for the
good. A warranty allows the good to be repaired or replaced if it breaks down
within a certain period of time after purchase.
b) Free
service after six months (e.g., car/bike)
c) Advice on
how to use the product (Apple care)
d) Firms
following up with a phone call to the customer asking how the product is
working out.
EXAMPLES OR TYPES OF AFTER-SALES SERVICES
1. Warranty and Guarantee
A warranty expressed in a written
document is a promise or guarantee made by a business to its customer that
certain conditions, such as the quality and lifespan of the product, would be
met. Depending on the provisions in the document, a product can be returned,
repaired, or replaced if it fails to meet any of the promised conditions. Note
that the difference between a warranty and guarantee is only a question of word
choice.
2. Customer Support
Customer support is another type of
after-sales service that collectively represents a range of services aimed at
assisting customers. These services can include maintenance, troubleshooting,
responding to feedback and inquiries, and assistance regarding proper product
disposal. Customer support can be coursed through phone, the Internet, email,
chat, social media, or on-site. The services can be provided through direct
human interaction or automation.
3. Mailing List Inclusion
Somehow similar to customer support, a
mailing list intends to keep communication and maintain a relationship with the
customers. It involves a business sending customers regular messages to
customers about new products, discounts, and other special offers via
traditional mail, email, or other communication channels.
Note that a mailing list is not only a
type of an after-sales service but also a specific example sales promotion,
and part of marketing promotion through email marketing.
4. Loyalty Program
Although considered as an example
of sales promotion, a customer loyalty program can
also be considered another type of after-sales service because it can help
maintain a relationship with the customers and foster loyalty.
To be specific, a loyalty program
features privileges, discounts, and special offers, among others given to
customers beyond the point of sales. It is typically coursed through membership
using a loyalty or reward card or via a mailing list subscription.
5. Freebies
Freebies can include free product samples
or services related to a particular purchased product. Providing such overlaps
with other examples or types of after-sales services such as warranty and
guarantee, customer support, mailing list inclusion, and loyalty program.
Specific examples include free repair within a specified period, cost-less
delivery charge, insurance, product information such as manuals, and free
complementary products, among others.
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