The best post-purchase customer experience platforms in 2023

There’s a lot more to customer experience than just completing a sale. The way a customer is treated after the sale has been made influences future purchases and in a lot of ways, the brand’s reputation.

The retail industry sees as much as 50% of its revenue coming from repeat customers. In fact, if your business retained only 5% of your existing customers, you could expect an increase in revenue by more than 25%.

This makes post-purchase engagement a critical factor in every business’s marketing strategy. As with everything in this day and age, technology is at the forefront of driving positive post-sales customer experiences. 

In this informative read, we’re going to take a look at some of 2023’s most promising post-purchase customer experience platforms. 

What is the post-purchase experience?

Simply put, the post-purchase customer experience encompasses every interaction a customer has with a brand after purchasing a product. This includes warranty adoption, post-sales customer service, email correspondence, warranty claims processing, returns, refunds, feedback, and more.

A lot of these functions were traditionally time-consuming and dependent on manpower to fulfill. For example, warranty adoption required customers to fill up paperwork and get their warranty cards stamped in person for it to be valid. Claims processing was another long and tedious process.

Customer service meant calling a toll-free number and waiting endlessly to connect with customer care executives. Fortunately, businesses now have the advantage of using post-purchase experience software to help ensure customers have positive experiences. 

Dyrect - The Ultimate Post-Purchase Experience Platform

As with most things, a one-size-fits-all approach to post-sales experience may not always be the best approach. We at Dyrect recognize this, which is why our post-sales experience platform allows you to customize customer experiences that are unique to your brand.

Here are some of the many amazing features that make Dyrect the ultimate post-sales experience platform.

• You can quickly build and deploy solutions for customer feedback, warranty adoptions, claims processing, upselling, customer retention, customer service, and more using our low-code platform. 

• With Dyrect, product registration is as simple as your customers scanning a QR code and entering their personal information. While this makes warranty adoption quick and efficient for your customers, it gives you access to essential first party data, opening up multiple channels of communication and ample opportunities to drive proactive customer service as well as repeat sales.

• Our integrations make it easy for your customers to sign in using their social media handles, making it unnecessary for them to create and remember passwords. 

• Dyrect also enables you to drive customer engagement through their preferred channels, including emails, SMS messages, WhatsApp, iMessage, and more. 

• This makes it easier for your customers to get in touch with your brand and makes it easier for you to cross-sell or upsell to them. 

• It also allows you to offer your customers exclusive rewards, discounts, and priority access to new products, all of which are sure to drive up your retention rate and revenue.

• Dyrect’s post-purchase customer experience platform makes it easier for you to drive customers directly to your webstore, instead of selling through third-party markets, such as eBay or Amazon. 

• Our warranty CRM makes claims processing transparent, easy, and quick, all of which are instrumental in ensuring customers have positive post-sales experiences. 

• Dyrect’s feedback engine allows you to collect customer feedback, allowing you to tailor your offerings and improve satisfaction based on what they feel about your product.

Don’t wait any longer to give your brand the shot in the arm it deserves. Book a demo with Dyrect’s team of experts today to learn more about how we can elevate your post-sales customer experience.

Post sales tools for unique customer experiences

Let’s take a quick look at some of the top tools that help create unique post-sales customer experiences.

1. Order management and shipment tracking tools

Customers are bound to be eager to know when their orders are going to reach them. This makes order tracking and shipment notifications an essential post-purchase service. Here are some of the top tools e-commerce businesses use to address this.

a) Aftership

​Aftership enables businesses to use multiple delivery partners and still provide their customers with real-time delivery tracking updates.

b) Tracktor

Looking for a transparent, branded tracking solution for your post-purchase deliveries? Tracktor allows you to customize order tracking and seamlessly integrate it with Shopify.​​

c) ParcelPanel

ParcelPanel is another delivery tracking solution that allows customers to see real-time tracking information and estimated delivery timelines as well.

d) TrackiPal

Your post-purchase delivery tracking can be elevated and made more transparent by using TrackiPal’s easy-to-integrate tracking solution.

e) Order Lookup

Customers can use Order Lookup to track their product deliveries directly from your Shopify store.

Revenue Impact

Efficient order tracking has resulted in increased customer satisfaction, fewer queries regarding deliveries, a higher retention rate, and a marked increase in repeat purchases.

2. Customer Communication & Support

Proactive customer support and efficient communication with customers is a must-have for those looking at building great post-purchase experiences for their customers.
Here are 5 tools to help you do just that.

a) Gorgias

Gorgias is a customer support tool that collates customer queries and offers you a unified view, allowing you to seamlessly address these using the customer’s channel of choice.​

b) Reamaze

Reamaze allows your customer support team to leverage social media, emails, chats, and other channels to address customer questions and concerns efficiently.​

c) HelpCenter

HelpCenter allows you to build a knowledge bank that customers can use to find answers to frequently asked questions quickly and easily.

d) Help Scout

Help Scout is similar to Reamaze in that it allows businesses to use emails, chats, social media, and other channels to engage with customers and manage their queries.

e) Zendesk

Zendesk provides you with a unified view of customer queries and allows you to create personalized customer support experiences.

Revenue Impact

These tools help brands deliver faster, more effective customer support, resulting in increased customer satisfaction and retention. 

3. Loyalty Programs and Rewards

These next three apps are designed to reward your customers and recognize loyalty, both of which are great ways to increase revenue through repeat purchases and referrals.

a) Smile.io

​Smile.io is a comprehensive tool that allows you to customize and build meaningful loyalty programs that reward your customers for their purchases, referrals, and more.

b) LoyaltyLion

LoyaltyLion enables incentivizing loyal customers through special discounts, reward points and exclusive offers, all aimed at driving repeat sales.

c) Yotpo

Yotpo allows brands to both leverage social proof through review management and to reward loyal customers, increasing visibility as well as repeat customers.

Revenue Impact

Rewards and loyalty programs ensure increased customer lifetime value, repeat purchases and increase customer engagement.

4. Upselling and Cross-Selling

Cross-selling and upselling both increase revenue by influencing either the customer lifetime value or the bucket size of each sale. The three apps mentioned below specialize in enabling these activities.

a) ReConvert

Use ReConvert to create cross-selling opportunities, upselling funnels, and personalized thank-you pages.

b) LimeSpot Personalizer

LimeSpot Personalizer uses AI to create tailor-made, dynamic upselling and cross-selling possibilities for each of your customers.

c) Frequently Bought Together

Frequently Bought together utilizes previous purchase data to display cross-selling recommendations for customers, encouraging them to add complementary products to their purchase.

Revenue Impact

Brands that have used these apps have seen their customers discover new products, increase their average purchase size and more satisfied customers, all thanks to personalized upselling and cross-selling recommendations.

5. Review and Testimonial Management

Listening to what your customers have to say about your brand is an essential post-purchase activity that will help build trust among your customer base, and improve your market offerings based on their feedback. Here are three apps to help you with customer reviews and testimonials.

a) Judge.me

Judge.me helps you build customer trust and drive confidence in your brand by allowing you to collect and display customer reviews, photos, and ratings.

b) Stamped.io

Stamped.io is a comprehensive customer feedback and review service that allows you to gather and showcase reviews and feedback from your customers, allowing you to build a strong brand reputation.

c) Loox

Like they say, to see it is to believe it. Loox helps your brand build credibility by allowing customers to share photographic reviews of their experiences with your business.

Revenue Impact

Businesses that use these applications to manage customer testimonials have reported increased sales from new customers driven by positive reviews from existing customers. 

Elevate your brand’s post-purchase customer experience

Among the many quotes about customer satisfaction on the internet, here’s one that stood out:

“There’s a big difference between a satisfied customer and a loyal customer.”

Customers may be happy with the product your brand sold them, but that’s hardly enough. Leverage warranty adoption to ensure they have faith in the build quality of your product. Make claims processing seamless, giving them even more reason to trust your brand.

Encourage proactive customer service instead of reactive customer service to make your customers feel valued. Show them their opinions matter by asking for feedback, and taking their reviews seriously.

Dyrect can help you do all this and more, elevating your brand’s post-sale customer experience capabilities. Visit our website today and choose which of our packages best suits your business.