Pronto
Commerce

SX: Post Purchase

Customers never stop being shoppers. Post-purchase experience can build or break loyalty. 

In ecommerce, post-purchase experience measurement should happens in each of the following stages.

Post-Order (Items not received yet)

Customer should be able to track the shipment via any mode (via tracking URL or call or chat with customer support)

Order Delivery / Receiving the item

Find out if

  • item was delivered as per expectation (time, packaging, behavior of delivery staff)
  • item is in working / immediately useable condition
  • payment on delivery was hassle-free

If there are issues with any of the above two, then customer should be able to quick trigger a repair or return request as per policy (should have been shared prior to ordering.)

Assembly & Installation by specialists

In cases of furniture and large appliances where assembly and installation by specialists is involved, 

  • assigning the specialists and scheduling the assembly should be at least semi-automated giving  flexibility to the customer to fix or modify time slots. 
  • collect feedback on assembly/installation and resolve issues promptly.

First Few Days (in-warranty)

  • Survey customer for product satisfaction
  • Ask for a review on the website and a testimonial (preferably video)
  • Reward them for the review/testimonial

Maintenance Service Reminders

  • Generate automatic reminders to customers for maintenance services (those that are included without any additional cost to the customer and as a part of the warranty)
  • Survey customer for product satisfaction
  • Ask for a review (for long term use of product) and a testimonial (preferably video)
  • Reward them for the review/testimonial
  • Inform them about end of warranty dates and availability of extended warranties or paid maintenance services.

Interested in SX solutions for your e-store? 

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