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What technology can you use to improve your performance in an After-Sales role?

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After-sales is a crucial aspect of any business that wants to retain customers, increase loyalty, and generate referrals. It involves providing support, service, and value to the buyers after they have purchased your products or services. But how can you improve your performance in this role and deliver exceptional after-sales experiences? In this article, we will explore some of the technology tools that can help you achieve this goal.

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Giovanna Felix

Administra??o de empresas | Vendas | Pós vendas | Gest?o de contratos | Negocia??es | Especifica??o técnica | Automa??o…

1 CRM software

One of the most essential technology tools for after-sales is a customer relationship management (CRM) software. A CRM software allows you to store, manage, and analyze customer data, such as contact information, purchase history, feedback, preferences, and interactions. With a CRM software, you can segment your customers based on various criteria, such as product type, purchase frequency, satisfaction level, or potential for upselling or cross-selling. You can also automate tasks such as sending follow-up emails, reminders, surveys, or offers, and track the results of your after-sales campaigns. A CRM software can help you improve your customer retention, loyalty, and lifetime value by providing personalized and timely after-sales service.

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Giovanna Felix

Administra??o de empresas | Vendas | Pós vendas | Gest?o de contratos | Negocia??es | Especifica??o técnica | Automa??o Industrial | Importa??o | Industria 4.0 |
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Além da utiliza??o de software para automatiza??o de algumas fun??es como envio de lembretes e emails, é crucial o contato direto com o cliente. O relacionamento entre cliente e fornecedor vai muito além das negocia??es, pois estamos lidando com seres humanos. Conhecer o seu cliente, saber a forma que ele gosta de ser tratado é fundamental para desenvolver um bom relacionamento.

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2 Chatbots and AI

Another technology tool that can enhance your after-sales performance is a chatbot or an artificial intelligence (AI) system. A chatbot or an AI system can provide instant and 24/7 support to your customers via text or voice messages on your website, app, or social media platforms. A chatbot or an AI system can answer common questions, provide information, resolve issues, or direct customers to the right human agent if needed. A chatbot or an AI system can help you improve your customer satisfaction, engagement, and trust by offering convenient and consistent after-sales assistance.

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Giovanna Felix

Administra??o de empresas | Vendas | Pós vendas | Gest?o de contratos | Negocia??es | Especifica??o técnica | Automa??o Industrial | Importa??o | Industria 4.0 |
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Chatbots e IA tem sido fundamentais no meu dia a dia no comercial, principalmente quando precisamos de algum direcionamento ou esclarecer alguma duvida fora do horário comercial.

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3 Analytics and feedback tools

A third technology tool that can boost your after-sales performance is an analytics and feedback tool. An analytics and feedback tool can help you measure and improve your after-sales outcomes by collecting and analyzing data from various sources, such as customer reviews, ratings, testimonials, surveys, or social media mentions. An analytics and feedback tool can help you identify your strengths and weaknesses, discover customer pain points, expectations, and needs, and evaluate the impact of your after-sales actions. An analytics and feedback tool can help you improve your customer insight, innovation, and loyalty by listening to and acting on customer feedback.

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Giovanna Felix

Administra??o de empresas | Vendas | Pós vendas | Gest?o de contratos | Negocia??es | Especifica??o técnica | Automa??o Industrial | Importa??o | Industria 4.0 |
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Na minha experiencia os feedbacks dos clientes contam muito, seja em rela??o aos pre?os, prazos ou lead time de entrega, pois assim, sei onde devo melhorar e o que esta no ponto certo.

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4 Video conferencing and screen sharing tools

A fourth technology tool that can improve your after-sales performance is a video conferencing and screen sharing tool. A video conferencing and screen sharing tool can help you provide more interactive and personalized after-sales service to your customers by enabling face-to-face communication and real-time collaboration. A video conferencing and screen sharing tool can help you demonstrate how to use your products or services, troubleshoot problems, train customers, or showcase new features or updates. A video conferencing and screen sharing tool can help you improve your customer rapport, education, and satisfaction by delivering high-quality and engaging after-sales support.

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Giovanna Felix

Administra??o de empresas | Vendas | Pós vendas | Gest?o de contratos | Negocia??es | Especifica??o técnica | Automa??o Industrial | Importa??o | Industria 4.0 |
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Após a pandemia utilizo muito as ferramentas para videoconferência. Com elas consigo ter mais proximidade do cliente para desenvolver relacionamento, e o mesmo pode também me mostrar algum produto com uma vis?o mais ampla, assim podendo me comunicar com ele, dando as instru??es do que podemos fazer. De outro modo, o compartilhamento de tela nos permitem compartilhar arquivos durante a conferencia e que ele possa interagir comigo .

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5 Learning management systems and online courses

A fifth technology tool that can enhance your after-sales performance is a learning management system (LMS) and online courses. An LMS and online courses can help you provide more value and education to your customers by offering them access to online learning resources, such as videos, articles, quizzes, or certificates. An LMS and online courses can help you teach your customers how to get the most out of your products or services, increase their skills and knowledge, or achieve their goals. An LMS and online courses can help you improve your customer retention, advocacy, and upselling by providing continuous and relevant after-sales learning.

These are some of the technology tools that can help you improve your performance in an after-sales role. By using these tools, you can provide more efficient, effective, and enjoyable after-sales experiences to your customers and grow your business.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What technology can you use to improve your performance in an After-Sales role?

1

2

3

4

5

6

1 CRM software

2 Chatbots and AI

3 Analytics and feedback tools

4 Video conferencing and screen sharing tools

5 Learning management systems and online courses

6 Here’s what else to consider

Aftersales

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What technology can you use to improve your performance in an After-Sales role?

1

2

3

4

5

6

1 CRM software

2 Chatbots and AI

3 Analytics and feedback tools

4 Video conferencing and screen sharing tools

5 Learning management systems and online courses

6 Here’s what else to consider

Aftersales

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