Presales and Post Sales: The Blend Between Them - A Crucial Business Strategy
In the past, businesses could more easily define the limits of pre-sales and post-sales. In this day and age, however, there is no longer a clear line between the two. In fact, customer support centers are now being used in both pre-sale and post-sale capacities in order to handle customer needs and meet customer expectations more effectively, ultimately aiding in customer retention.
Customer support teams and sales teams have two converging characteristics:
Both groups have daily interactions with customers.
Both groups attempt to work independently of one another.
This necessitates a streamlined sales process to ensure efficiency and better customer onboarding.
Number 2 above is a huge problem and frequently results in revenue loss for businesses that are attempting to scale.
With the current sales climate, which emphasizes subscription-based services, there are tons of opportunities to upsell. Furthermore, customers can churn very easily when using subscription services. For these reasons, the collaboration between the sales and customer support teams within a business becomes even more pressing.
Introduction to Pre-Sales Process and Post-Sales
Pre-sales and post-sales are critical phases in the customer journey. The pre-sales experience involves activities like prospecting, lead qualification, and product demonstrations to persuade potential customers. The pre sales process includes offering product demonstrations and determining if an account qualifies for customer success managers or customer success engineers. The pre sales team is responsible for gathering feedback, designing solutions, developing proposals, and transitioning accounts from pre-sales to post-sales by introducing the Customer Success Manager for onboarding, implementation, and adoption. Post-sales focuses on customer onboarding, support, and maintaining long-term relationships after a purchase. Both phases play pivotal roles in delivering value and ensuring customer satisfaction. These efforts are essential in fostering customer satisfaction by providing consistent and empathetic support throughout the entire journey.
These phases are complementary and crucial for a comprehensive customer experience strategy.
How IrisAgent helps in Pre-Sales and After Sales Support?
IrisAgent, an advanced AI-driven platform, plays a pivotal role in both pre-sales and post-sales activities. By leveraging its capabilities, it offers seamless continuity in the customer journey. IrisAgent can assist during pre-sales by providing real-time product information, answering queries, and facilitating product demos. Moreover, it continues to support customers post-sale by offering onboarding assistance, addressing issues, and providing ongoing product guidance through after sales support. This continuity ensures a smooth transition from pre-sales to post-sales interactions, enhancing the overall customer experience. Additionally, support teams can utilize customer data to improve service and predict future needs. IrisAgent bridges the gap between these phases, fostering customer loyalty and retention throughout the entire journey. This approach helps ensure customer satisfaction by addressing their needs promptly and effectively. Furthermore, it contributes to building long term customer relationships, encouraging repeat business and sustained engagement.
IrisAgent can help coordinate the efforts of sales and customer support teams.
When reaching out to a customer, support teams now need to have an in-depth grasp of the product and the business as a whole. Conversations between support teams and the customer need to be empathetic and knowledgeable in order to keep the customer’s business.
On the other hand, sales teams must gather specific information about customer priorities and top concerns in order to function effectively, meet their future needs, and potentially upsell.
Customer support teams should be sharing their valuable data with the sales team and vice versa. Improved communication and coordination between these separate yet related branches of a company lead to a better team effort in serving the customer.
When the customer feels as if she is a priority and has a consistent experience with different representatives of a company, she will continue working with the company. Thus, customer churn occurs to a lesser degree, and businesses are able to scale more easily.
Leveraging AI, such as that provided by IrisAgent, can help to connect these two related areas of your business. Book a demo with IrisAgent today to see what we can do for your business!
