Providing a good after sales service is vital for software companies. Making sure their customers are satisfied and all their problems are taken care of will help the company retain customers in the future. It can also encourage previous customers to come back and invest in software down the line.
Providing a poor after sales service, not only looks bad for the business, but it can be detrimental to the company. It is not uncommon for unhappy customers to talk to potential customers about their issues. Word travels fast in business, and a few negative reviews posted online can have a devastating impact on software companies.
After sales services will differ, depending on the software. Some will have to maintain their software on a regular basis, while others will have to provide their customers with guidance and repair. Let’s take a closer look at some of the different types of after sale services in the software industry.
Pre-Installation
Every time a consumer buys a software package, an installation manual is included. The installation will depend on the nature of the product. A lot of software packages are easy to install, however, some programs need the user to follow specific steps in order to install the software successfully.
Not every system is able to handle certain software, so make sure the software describes what systems and specifications it will need to operate. For example, if a program is only able to run on a computer that has Windows 10, then customers should be notified before they purchase the product. The customer is not going to be satisfied if they buy a software package that they are unable to run on their computer, so displaying this on the packaging or the website where they are downloading the software is very important.
Training
It is important for people to understand how to use the software they have invested in. There is no point in selling products if users are unable to use them. There are many ways that software companies educate their users on how to work with their programs such as:
- Training manual: Providing customers with a straightforward training manual will allow the users to read in layman’s terms how to use the software. Most training manuals are easy to read and simple to figure out. Companies are well aware that some of their customers will be new to the products they are selling, so explaining how to use the software is vital.
- After sales service hotline: A lot of companies have a twenty-four-hour hotline that users can call for training advice. Companies often hire a team with good people skills to help train customers on how to use the software.
- Live chat: Nowadays, very few people call a hotline when looking for training advice. Instead, they go online and visit the software company’s official website. A lot of websites will provide an online chat option so customers can type questions about training and any other problems they might have.
- Videos: Streaming services like YouTube have changed the way a lot of software companies train their customers how to use their products. Many companies upload training videos to streaming services, so their customers can watch them whenever they like.
If you are about to spend your hard earned money on a software package, check to see what after sales service the company provides first.
Before Buying Software, How can you see if the Company Provides a Good After Sales Service?
A little research can prove beneficial when purchasing a software package. Nowadays, thanks to the world wide web, we have access to an incredible amount of information with the click of a button.
There are plenty of websites out there that allow you to download different software packages. These sites allow users to rate and post reviews about software programs they have used. This is a great way to find out a little bit more about the product before you purchase it. If the software company provides a poor after sales service, you are bound to find disgruntled customers discussing their issues on the internet. Although you can expect a few negative reviews with each software package, the majority of reviews and ratings should be positive.
Training and Installation Manuals Available Online
Software companies should allow their customers to download for free installation and training manuals online. These are normally small sized PDF files. Customers should have no issue finding these files on their official website.
Very few people purchase hard copies of software packages these days. It’s no surprise because most of the laptop computers on the market don’t have CD drives. Instead, most people download software from the web. After they successfully download these products, there is normally a folder with the training guide, installation guide, and the driver for the software. If the customer needs a different driver, they should easily be able to locate it on the internet.
Information on the Product’s Website
Because most of the questions and problems software companies face are the same, a lot of them publish a FAQ (Frequently Asked Questions) page on their website. This is a list of questions that their customers ask on a regular basis. This can help save the customer time, as they can often find what they are looking for in a short space of time. Instead of calling a hotline or waiting for the company to reply to an email, the chances are others have had the same issue as you. This also helps reduce the amount of time the employees working in the software company have to spend answering straightforward questions.
A website is also a great place for companies to upload tutorial videos and installation guides. For more information on software companies with a good after sales service, Check out Firmex.
Upgrading Software
Often, software will download updates automatically when new upgrades are available online. This often happens behind the scenes, so don’t be surprised if you don’t notice it happening. However, sometimes this upgrade is only available for a limited time, and you might be forced to pay for upgrades down the line.
The problem with upgrades is that sometimes your machine might not be compatible with the latest upgrades. You might have to upgrade your machine or smart device to allow the software to work properly.
Unfortunately, a lot of companies do this as a marketing strategy, in the hope that you will purchase new hardware from the company. Manufacturers like Apple are known to do this frequently. Although customers are able to download the latest updates for their operating system, their smart devices underperform and appear sluggish when they use the device. In recent years, Apple’s main competitor, Android, has followed suit.
As suggested earlier, before you purchase a software package or application for a smart device or computer, make sure your device has the correct specifications so that it can run the software properly. A lot of software, especially in the gaming industry requires top of the range computer hardware. Gaming software is extremely popular nowadays, and gamers need to have powerful machines and incredible graphic cards to play certain games. Before you spend a mini fortune on a game, consider contacting customer service and describe the specifications of your computer to see if your machine can handle it.
