Have you ever felt trapped in a telephone maze, listening to endless hold music only to be transferred over and over, repeating your request to each new agent? The after-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 key differentiator, it’s urgent to invest in solutions that improve this service, ensuring the satisfaction and loyalty of ever-increasing consumers – and this is where voice bots stand out as excellent supporters.
After-sales is a golden opportunity to strengthen customer relationships. After all, when a brand takes good care of its customers after a purchase, it builds loyalty, becomes a reference, and even increases the likelihood of being recommended to others—familiar “word of mouth” marketing. In today’s competitive market, this care makes all the difference in keeping customers close, demonstrating 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 of this, a mere 5% increase in customer retention can lead to profit growth of between 25% and 95%, depending on the industry. This is because loyal customers tend to spend more, and more frequently. But how do voice bots fit into this?
They’ve arrived to revolutionize after-sales service with several features in the palm of retailers’ hands: 24/7 service, which allows for quick resolution of common queries such as order status, exchanges, or returns, at any time; instant feedback, listening to what the customer thinks of the experience and adjusting as needed; tracking requests, easily scheduling repairs, exchanges, or support; and personalized service, recognizing the customer by name, checking their history, and directing their journey in a way very similar to a human.
With the expansion of artificial intelligence, these voice agents are becoming even more accurate and optimized, constantly improving their knowledge base to best assist each customer, becoming much more active and responsive in resolving their requests. And what are the results of all these advantages? More satisfied customers, loyal to the brand, and much more likely to recommend it to others.
After all, even if there’s a problem with your purchase, it’s the retailer’s commitment to helping you quickly and efficiently that will make all the difference in avoiding further frustration and damaging your image. However, for each retailer to redefine their after-sales service and enjoy all these benefits, it’s clear that some precautions cannot go unnoticed during the process of incorporating this tool.
First of all, understand your audience as clearly as possible and what pain points are most common based on your products or services. This way, in addition to programming the voice agent to address these issues, you’ll also be able to integrate this agent with other service channels, allowing each customer to continue receiving support through their preferred channel. Be sure to offer a live conversation here, as many may also choose to speak with a professional for assistance.
Customize and train the bot whenever possible to ensure it conducts after-sales service with increasing assertiveness. Keep the conversation light, natural, and quick, focusing on the best customer experience so they don’t waste time resolving issues. Real-time data management is crucial here, enabling curation that tracks the results of these services, aiming for continuous improvements that lead to greater efficiency.
Create top-notch integration with your internal systems, ensuring a seamless workflow rather than a robotic one, and adapting to the specific needs of your business. And, of course, there’s no way to ignore investment in information security, which is essential today in light of regulatory standards like the LGPD.
A voice bot isn’t just a technological tool, but a solution capable of transforming frustration into satisfaction, and casual shoppers into loyal customers—without having to wait in a queue or wait for an email response. For retailers, it’s a valuable tool for building lasting relationships based on trust and a seamless experience, from the first click to the final post-sale interaction.
