Controlling your after-sales service is key to customer satisfaction
The health context linked to the Covid-19 crisis has changed the way we consume.
A rapid and far-reaching transformation, leading to a massive acceleration in e-commerce.
This e-commerce boom is set to continue, encouraged by the willingness of a majority of buyers to repeat their (sometimes new) online shopping experience.
According to a 2021 Zendesk study, 54% of French customers admit they will consume more from a brand offering them a better online experience, and 70% prioritize customer service instead. That's why it's so important to take care of your after-sales service. For companies, after-sales service must be seen as a strategic lever for customer satisfaction and loyalty.
H2R Equipements uses the Advanced After-Sales Service module on its Prestashop website:
"We have installed Soledis' Prestashop "SAV avancé" module on our outdoor equipment website ( www.h2r-equipements.com) voluntarily before the start of the summer season, and we were right to do so! It saves us precious logistical time: the return slip that the customer prints out to put in his parcel is scanned by our logistics department. The order is updated directly in the customer account on our website. In this way, the traceability of returns is no longer an issue for us; it's seamless. For the customer, making a return is a simple, straightforward operation. The information on their customer account is complete and up to date. It's a guarantee of transparency and quality that contributes to customer loyalty. Soledis was able to understand our needs and helped to facilitate the customer journey and our logistical work."
The Prestashop "SAV Avancé" module published by Soledis
This module is designed to enhance and facilitate the management of your product returns. It not only enhances the user experience in your customer's account, but also adds new functionalities to your back-office to manage your returns more rapidly.
What are the advantages of our Prestashop "Advanced after-sales service" module?
For your customers, in the front office :
- View information related to your orders and manage your after-sales file:
order number, items concerned, number of product returns, reasons for return...
- Simplification: track the status of your product returns (awaiting validation, accepted, received, closed) and print out the return slip.
- Innovation: Customers can choose their means of return (carrier / in-store return / etc.). An added benefit to the after-sales experience.
What are the advantages of our Prestashop "Advanced after-sales service" module?
For your customers, in the front office :
- View information related to your orders and manage your after-sales file:
order number, items concerned, number of product returns, reasons for return...
- Simplification: track the status of your product returns (awaiting validation, accepted, received, closed) and print out a returns slip.
- Innovation: Customers can choose how they wish to return their goods (carrier, in-store return, etc.). An added benefit to the after-sales experience.
For your company, in the back office :
- Ergonomics: Creation of a genuine customer tunnel for product returns
- Precise parameterization: Authorization of returns according to order status
Return slip generation from your back office
- Productivity: Generation of a bar-coded return slip that can be scanned by your logistics department
A "barcode number" field for use with warehouse handhelds
- Time-saving: mass validation of returns and traceability of exchanges
BtoB expertise and support from Soledis
SOLEDIS, an expert in e-commerce solutions, offers a dual technical and webmarketing approach. As a Prestashop Expert***, we work in full Open Source and are particularly renowned for our BtoB e-Commerce solutions and our ERP/PIM/CRM connector.
To meet our customers' needs, we develop technical solutions adapted to their e-business issues on their Prestashop site.
