Have you ever felt trapped in a phone maze, listening to endless hold music only to be transferred multiple times, repeating your request with each new representative? The post-sale experience can be a real headache for many people, especially in retail, a sector that naturally deals with a high volume of demands. However, in a market where customer satisfaction is the main differential, it is urgent to invest in solutions that improve this service, ensuring the satisfaction and loyalty of an increasing number of consumers – and this is where voice bots stand out as excellent supporters.
Post-sale is the golden moment to strengthen the relationship with the customer. After all, when a brand takes good care of its consumer after the purchase, it builds loyalty, becomes a reference, and even increases the chance of being recommended to other people – the famous ‘word of mouth’ marketing. In today’s competitive market, this care makes all the difference in keeping the customer close, showing how valued they are and that their relationship with the brand does not end with the transaction.
According to studies from the Harvard Business School, as evidence of this, a mere 5% increase in customer retention rate can lead to profit growth between 25% and 95%, depending on the sector. This is because loyal customers tend to spend more frequently. But how do voice bots fit into this situation?
They have arrived to revolutionize after-sales with several functions in the palm of retailers’ hands: 24/7 service, allowing for quick resolution of common doubts such as order status, exchanges or returns, at any time; instant feedback, listening to what the customer thinks of the experience and making necessary adjustments; tracking requests, scheduling repairs, exchanges or support easily; and personalized service, recognizing the customer by name, checking their history, and guiding their journey in a way quite similar to a human.
With the expansion of artificial intelligence, these voice agents are becoming even more accurate and optimized, constantly perfecting their knowledge base to assist each customer in the best possible way, being much more proactive and receptive in addressing these demands. And what are the results of all these advantages? More satisfied consumers, loyal to the brand, and much more likely to recommend it to others.
After all, even if there is a problem with their purchases, it is this retailer’s approach to helping them quickly and with quality that will make all the difference in avoiding major frustrations and damage to the brand image. However, for each merchant to redefine their after-sales and enjoy all these benefits, it is clear that some precautions cannot go unnoticed in this tool incorporation process.
First of all, understand clearly who your audience is, and what pains are most common based on your products or services. In addition to programming the voice agent to address these issues, you will also be able to enable the integration of this agent with other customer service channels, so that each customer can continue the service in their preferred way. Do not forget to offer the option to talk to a human here, as many may still prefer to speak with a professional to assist them.
Personalize and train the bot whenever possible, so it can handle after-sales with even more accuracy. Also, keep the conversation light, natural, and quick, aiming for the best customer experience so that they don’t waste time on this resolution. Real-time data management is crucial here, conducting curation that follows the results of these interactions aiming for continuous improvements that bring greater efficiency.
Ensure a seamless integration with your internal systems, providing a smooth journey instead of a robotic one, and tailored to the specific needs of your business. And undoubtedly, do not overlook the investment in information security, something essential nowadays in the face of regulations like LGPD.
The voice bot is not just a technological tool, but a solution capable of turning frustration into satisfaction, and casual shoppers into loyal customers – without having to wait in a service queue or for an email response. For retail, it is a valuable asset to build long-lasting relationships based on trust and a seamless experience, from the first click to the last post-sales interaction.
