Have you ever felt trapped in a telephone maze, listening to endless hold music just to be transferred multiple times, repeating your request to each new agent? The post-sales experience can be a real headache for many people, especially in retail, a sector that naturally handles a high volume of demands. However, in a market where customer satisfaction is the main differentiator, it’s urgent to invest in solutions that improve this service, ensuring the satisfaction and loyalty of more and more consumers—and this is where voice bots shine as excellent supporters.
Post-sales 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 others—the famous ‘word-of-mouth’ marketing. In today’s competitive market, this care makes all the difference in keeping the customer close, showing how much they are valued and that their relationship with the brand doesn’t end with the transaction.
According to studies from Harvard Business School, as proof, a mere 5% increase in customer retention rates can lead to profit growth between 25% and 95%, depending on the sector. This is because loyal customers tend to spend more and more frequently. But how do voice bots fit into this topic?
They have arrived to revolutionize post-sales with various functions at retailers’ fingertips: 24/7 service, which allows the quick resolution of common queries like order status, exchanges, or returns, at any time; instant feedback, listening to what the customer thinks of the experience and adjusting what’s necessary; request tracking, easily scheduling repairs, exchanges, or support; and personalized service, recognizing the customer by name, checking their history, and guiding their journey in a way very similar to a human.
With the expansion of artificial intelligence, these voice agents have become even more precise and optimized, constantly improving their knowledge base to assist each customer in the best possible way, being much more active and receptive in resolving 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’s a problem with their purchases, it’s the retailer’s stance in caring to help them, with speed and quality, that will make all the difference in preventing greater frustrations and damage to the brand’s image. However, for every retailer to redefine their post-sales and enjoy all these benefits, it’s clear that some considerations cannot go unnoticed in this tool’s implementation process.
First and foremost, understand with utmost clarity who your audience is and what issues are most recurring based on your products or services. This way, in addition to programming the voice agent to solve these issues, you’ll also be able to integrate this agent with other service channels so each customer can continue their service in their preferred medium. Don’t forget to offer the option to speak with a human here, as many may still prefer to talk to a professional to assist them.
Personalize and train the bot whenever possible so it can handle post-sales with increasing accuracy. Also, keep the conversation light, natural, and quick, focusing on the customer’s best experience so they don’t waste time in this resolution. Here, real-time data management is crucial, performing curation that tracks the results of these interactions for continuous improvements that bring greater efficiency.
Achieve first-class integration with your internal systems, ensuring a smooth journey rather than a robotic one, tailored to the specifics of your business. And, without a doubt, you can’t overlook investing in information security, something essential nowadays given regulatory norms like the LGPD (Brazil’s General Data Protection Law).
The voice bot isn’t just a technological tool but a solution capable of turning frustration into satisfaction and casual buyers into loyal customers—without having to wait in a service queue or for a reply by email. For retail, it’s a valuable piece in building long-lasting relationships based on trust and a seamless experience, from the first click to the last post-sale interaction.
