Let's face it – nailing customers' expectations are inevitably tricky. Trying to navigate through their expectations have become harder than ever before, as customers demand nothing but convenient and effortless customer journeys. An important, yet often overlooked, part of the journey is what you do if a product does not live up to a customer's expectations. Your warranty claim process can make you stand out – for good or for bad.
So, here's a hard pivotal question - will you be remembered for the right or the wrong reasons? If you use emails to handle warranty claims, the odds are against you. In this article, we will explore how you can avoid your customer journey to not end up like Phil Collins' famous saying, and you coming back to me is against the odds...
Your service agents may run faster than the speed of light, and pull hairs out of their heads to service customers the best they can. But chances are that all your customers' experience, are unanswered emails. No updates will lead to feeling ignored, and... well, your customers are one step closer to walking away.
Customers expect fast resolution times, especially at the most crucial moment of their journey. A product breaks, and you need to fix it. Emails get lost between various stakeholders and different email folders on one person's email account. They are often not centralised, and therefore not very transparent to other employees that a customer is waiting for a response.
Email communication increases resolution time and makes the process more complicated and inconvenient to everyone involved.
As emails are unstructured in delivering information, it is tough to develop a system informing customers on which files to attach and what product information they need to send. Providing guidelines that are difficult to find and navigate will confuse customers. It feels like you are not taking ownership, and instead, you ask them to figure it all out.
This creates a massive issue across your entire value chain. Due to a lack of consistent flow of information, you receive unstructured and incomplete data, which:
--> prolongs your communication with customers, leading to longer resolution times and unhappy customers.
--> creates a lack of overview on repeating product issues, meaning you cannot improve your production defects effectively.
You have to exchange emails with a proper complaint management platform. Product warranty claim solutions help you organise the processes, exceed customers' expectations, and increase your profitability by making customers more loyal.
If you do this, we promise you that your customers will come back to you again and again, even in the most critical times, and you have beaten the odds!