The Post-Purchase Support Funnel Toolkit
The Post-Purchase Support Funnel Toolkit
Worksheet: Manage every post-purchase interaction with proficiency and empathy
Let's look at how the post-purchase support funnel works for your company now that you know how it works.
To assist you keep track of the many sorts of support tickets, we created this worksheet to make it simple for you to manage them quickly and personally. Here's a sneak peek at the completed worksheet.
We realize that each sort of company is unique, as well as your customers' wants. You may quickly customize the worksheet to best fit your team by following these five simple steps:
1. First make a copy of the worksheet.
This is just one approach to deal with a wide range of client queries. It's a good place to start, but be sure to adapt it to your clients' demands and the technology you have in your tech stack.
2. Select a tiger team to create the worksheet
Ideally, this will be a group of team members who know your clients' needs well and are eager to advance their careers.
3. Build your FAQ
Collect information on the most frequent queries that your clients have. If you're not sure, check out your most recent voice of customer report.
4.Fill in the boxes next to each question for every client inquiry.
You’ll answer these questions:
• Is it a common question?
•Is it difficult? It's worth noting that difficult queries are those that are emotionally charged, demand advanced problem-solving abilities, and have high-priority discussions.
• Where does it belong in the funnel? If in doubt, section 2 of this guide will help you figure this out.
• What tactic should you use? Again, section 2 of this guide will help you choose the perfect tactic to address each question in the most efficient, personal way.
• What are your success metrics?
Finally, once you’ve approved the worksheet, you’re ready to implement your Post-Purchase Support Funnel. Don't forget to let management know how well the funnel is working. They'll be particularly interested to hear about how your support staff is improving customer loyalty and retention, as well as any efficiency gains.
Let's take another look at the funnel.
Place in Funnel
Description
1
Proactive ✔️
Proactive support can help you pre-emptively address known concerns before they arise – with proactive notifications, product tours, and estimated delivery dates.
2
Self-serve ⚙️
Use self-service tools to quickly and easily answer recurring inquiries – from QR labels, order forms, and self-service returns to knowledge base articles and return policies.
3
Human 😀
Human support should be reserved for difficult and special queries that can only be answered by a person – utilizing both inbox features and automation.
There are no rows in this table
You're not alone if you've been getting a lot of support inquiries. The worksheet below can help you deal with each post-purchase contact in the most efficient and personalized manner possible.
Copy this doc
Question
Place in Funnel
FAQ?
Complex?
Tactic
Success Metrics
1
How long does shipping take?
Proactive ✔️
Yes
No
2
Where’s my delivery? It’s late!
Proactive ✔️
No
Yes
3
Why is my order unfulfilled?
Proactive ✔️
No
Yes
4
My order has been dispatched, can i track it?
Proactive ✔️
Self-serve ⚙️
Yes
No
5
Have you received my returned items?
Self-serve ⚙️
Proactive ✔️
Yes
Yes
6
Can I change or cancel my order
Self-serve ⚙️
Yes
Yes
7
How can I get a new returns slip?
Self-serve ⚙️
Yes
No
8
I received a package, but it wasn’t my order.
Human 😀
No
Yes
9
It looks like you charged me twice for my order.
Human 😀
No
Yes
There are no rows in this table
Finally, once you’ve approved the worksheet, you’re ready to implement your Post-Purchase Support Funnel. Don't forget to let management know how well the funnel is working. They'll be particularly interested to hear about how your support staff is improving customer loyalty and retention, as well as any efficiency gains.
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