Are you following up with your customers? It’s important to remember that those customer interactions shouldn’t end with the transaction. Following up shows that you care about more than just the sale and that you’re interested in building a relationship. This, in turn, helps the customer trust your brand more. It may also encourage them to choose your company again in the future. On the other hand, negative interactions could spur a customer to choose a competitor next time.
A follow-up call isn’t about trying to sell additional products or services. Instead, it should be used to check in and ensure customer satisfaction.
Following up and showing continued interest informs the customer that the purchase was in his or her best interest. Trust is built because he/she knows you don’t have to gain anything else since the sale already happened.
Is your company struggling to find ways to effectively follow up with customers? Here are a few tips to consider:
When reaching out to customers, consider avoiding yes or no questions and instead ask open-ended questions to get the best insight about their experiences. The more you know, the easier it will be to adapt for future transactions.
If there happens to be an issue (perhaps your company made a mistake or didn’t offer the best service), you might consider small apology gifts to show how much you appreciate the customer and what you’re willing to do to make things right.
Customer service and engagement are crucial to the success of one’s company.Here is why a proper follow up is important in customer service:
A generic email stating you’re only following up isn’t enough, as you won’t get the message across nor the feedback you want from this type of casual email.
Emails should be sent in the following instances:
Examples of catchy subject lines from HubSpot to spark high open rates are:
Make sure not to allow too much time to pass between a sale and a follow-up, as the quicker you spark communication, the more likely the person is to have a favorable opinion about your company. Also, if a customer has reached out to your company directly, try to make an effort to respond within 24 hours. This proves your dedication.
It may help to keep some template emails drafted so you can pull from one of those and edit accordingly to help save time when writing customers.
In addition, pay attention to open rates and click rates then adapt techniques accordingly.
CloudApp is a platform used for instantly sharing videos and images for professionals. Every file is safely stored in the cloud and accessible via our native apps or through the web using our password-protected cl.ly short links.
CloudApp allows companies to efficiently communicate directly with customers without the need for unnecessary paper ticket systems.
For example, you can use screen recordings, GIFs, or screenshots to explain support issues, share your gratitude, request feedback, etc.
Did you know that 53% of Fortune 500 companies use CloudApp?
Here’s some feedback from clients:
We believe in the power of CloudApp to achieve customer follow up and satisfaction.
Make your customers feel important with effective and timely communication. “Why spend 15 minutes typing a long email when you can capture and share ideas from your screen in 15 seconds?”
Another bonus of CloudApp is it’s a great tool for in-house use between co-workers as well. Share ideas and concepts quickly through visuals. Win-win!
CRM systems, or customer relationship management systems, are used by companies to provide customers with the best possible experience by ensuring those companies have all necessary information. The goal is to keep all information in one place to make it easier on everyone involved.
Zendesk helps by offering several useful features for companies:
With CloudApp’s Integration for Zendesk Support, you explain your point via visuals, you can share it in a Zendesk support ticket.
Your staff will no longer have to explain how to solve issues or inquire about a customer experience via phone or email. You can now use visuals. Add your videos or screenshots into a Zendesk Support ticket in just one-click.
Are you interested in gathering feedback from a customer? Rather than requesting they visit a website to provide feedback, give the person exactly what he/she needs in the support ticket.
Work at the speed of sight and obtain the information you want from your customers right away. You no longer have to mail a letter and hope for a response.
Are you curious as to how often you should follow up with customers? One fun idea is to ask customers to fill out a form where they choose how often they’d like to be contacted on a scale from 1-10. Some customers may want more frequent communication while others may be fine only speaking a few times/year.
Don’t forget: Say ‘Thank You’. These simple words are very important and can’t be overused.
Is your company ready to improve the way it follows up with customers after sales? CloudApp is a beneficial tool to communicate and share feedback instantly.Sign up today for a free CloudApp account. Use it to build brand loyalty among customers and encourage future sales.