Enhancing Aftersales Services: Best Practices for Effective Email Support

After-sales service is the support provided to customers after they purchase a product or service. To enhance it, you can practice personalisation, offer prompt responses, and give your team 100% business knowledge. Also, you can professionally use emails to enhance customer satisfaction and drive repeat business.

Customers don’t just buy products! They buy experiences. 

In 2025, after-sales service is just as crucial as the initial sale. Studies show that 13% of dissatisfied customers will tell 15 or more people about their bad experience. Whereas, it takes 12 positive experiences to make up for one unresolved negative experience!

This clearly shows how your after-sales service response can make or break your relationship with your current customers. So, how to improve it?

One of the most effective ways to enhance after-sales service is through professional and thoughtful email communication. When done right, email support can:

• Turn complaints into opportunities
• Keep customers loyal
• Even generate positive word-of-mouth

Curious to see how? In this article, we will learn how to handle customer complaints effectively via email​. Also, we will understand what after-sales service is, how to measure it, and how you can enhance it.

What is After-sales Service?

After-sales service is the help and support you provide to customers after they buy your product or service. By providing good after-sales service, you can build customer loyalty and earn repeat business. 

Let’s see what’s included in after-sales support:

How to Measure After-Sales Service Quality?

To spot areas that need improvement in your after-sales support, you can use certain specific metrics. These give you a clear picture of your after-sales service quality. Let’s understand them in detail:

1. Customer Satisfaction Score (CSAT)

CSAT tracks the satisfaction level of your customers with your service or product. The required information is gathered by sending a survey. In this survey, customers rate their satisfaction on a scale (like 1 to 5).

How To Use It?

• Send a short survey after a support interaction or purchase.
• The survey must ask the question, “How satisfied are you with our product or service?”
• Keep tracking the changes.
• This will let you see how happy your customers are with your after-sales service.
• Identify areas where satisfaction is low and take action to improve.

2. Net Promoter Score (NPS)

NPS determines the likelihood that your customers will suggest your business to others. It’s based on a simple question: “On a scale of 0 to 10, how likely are you to recommend us?”

How To Use It?

• Group responses into:
  • Promoters (9-10)
  • Passives (7-8)
  • Detractors (0-6)
• Calculate NPS by subtracting the percentage of Detractors from Promoters.
• A high NPS means loyal customers, while a low score shows areas where you may need to improve.
• Use feedback from Detractors to resolve issues that lower your score.

3. Repeat Purchase Rate

This metric is a strong indicator of customer loyalty! It shows how often customers return to buy from you again.

How To Use It?

• Track how many customers make repeat purchases in a given period.
• Use loyalty programs or special offers to boost this rate.
• If the rate is low, it may signal that your after-sales support needs improvement.

4. Customer Retention Rate (CRR)

CRR measures the percentage of customers who continue to do business with you over time.

How To Use It?

• Calculate CRR by comparing the number of returning customers at the “end of a period” to the number at the “start”. 
• A high CRR shows your customers are satisfied and stick with you.
• Low retention usually points to:
  • Poor after-sales service 

• Unmet customer expectations

• Ideally, you should use the data to improve follow-up processes or support after-sales service quality.

5. Average Resolution Time

This metric tracks how long it takes to resolve a customer issue or complaint when offering after-sales service.

How To Use It?

• Measure the time between:
  • When a problem is reported 

• When it is resolved

• Shorter resolution times usually lead to higher customer satisfaction.
• Identify bottlenecks if resolution times are too long.

Want to Enhance Your After-Sales Service in 2025? 5 SureShot Tips You Can’t Ignore!

Studies show that acquiring a new customer can be up to 25 times more expensive than retaining an existing one. And, what’s worse? A customer is four times more likely to switch to a competitor if their problem is service-based rather than price or product-based.

Thus, in 2025, you can’t let your guard down by offering sub-par after-sales service! Below are five proven techniques that can help you:

1. “Talk The Talk” With Clear Communication

Communicate with your customers in a way they can easily understand. Whether you create a help page, FAQ, or product guide, make sure the language is plain and jargon-free.

Follow these tips:

• Break information into simple steps.
• Present data using bullets, tables, and charts.
• Use visuals (like images or videos) for better explanation.
  

After offering after-sales support, you must follow up. You can do this by:

• Sending an email
• Calling
• Using the same method they used to buy from you

2. Speed Matters! Be There When It Counts

Studies show that about 72% of customers expect a response within 30 minutes of reaching out. Furthermore, most customers indicate that getting a response within 10 minutes of their request is highly appreciated.

Is your team this efficient? In 2025, if you can’t provide support 24/7, let customers know when they can expect help. Also, you can offer alternative support options (like a self-help page) while they wait.

But that’s temporary! Recommended Solution For Stronger After-Sales Service

If you can’t, then hire someone who can! Atidiv is a digital customer experience solutions provider. Our expert team offers 24/7 customer support and can easily handle large ticket volumes. 

Recently, we partnered with the largest online tire retailer and handled 230,000 tickets annually across multiple customer support channels. Interested in our services? Let’s talk! 

3. Make Your Staff Product Gurus

Your support team must have 100% knowledge of your products and services. This will allow them to professionally handle different questions and problems. 

How can you do so?

• Offer comprehensive training programs that cover:
  • Product features
  • Common issues
  • Troubleshooting techniques
• Give a hands-on practice. Let your team use the products themselves.
• Keep your team informed about product changes and new features. You can update them through ongoing training and internal newsletters.
• Create a knowledge base (like an internal wiki) with:
  • Detailed product information
  • Troubleshooting guides
  • FAQs
• Conduct mock customer interaction sessions.

4. Let Your Customers Feel – “Made Just For You!”

Treat customers as individuals. Remember that personal touches can significantly enhance after-sales service quality. You can practice personalisation as follows:

• Recommending related products based on past purchases.
• Sending thank-you notes or offering discounts after a sale.
• Following up after a purchase to get feedback.
• Grouping customers based on their buying habits to offer relevant deals or content.

5. Offer Anywhere, Anytime Support

Adopt omnichannel messaging solutions. This makes it easy for your customers to reach you through different channels, like:

• Social media (Instagram, Facebook, X)
• Phone
• Email
• SMS
• Messaging apps
  

To do this, you can use tools that gather all messages in one place. Alternatively, you can hire top call center outsourcing companies. 

Did you know? 72% of consumers worldwide used email for a service interaction! This makes it the most-used channel for customer service, ahead of voice (68%) and live web chat (49%). In the next section, let’s study how you can use emails to professionally handle customer complaints. 

How To Handle Customer Complaints Effectively Via Email​?

Studies show that companies which send follow-up emails see a 50% increase in customer engagement. Additionally, about 43% of sales professionals say that email is the most effective channel for after-sales support. 

So, want to master it in 2025? Below are some ways you can use emails to better handle customer complaints and offer superior after-sales support:

1. Speak Like a Human, Not a Robot!

Most customers expect to communicate with a real person and not a machine! That’s because automated responses make them feel unimportant (particularly when they are already frustrated).

Follow these suggestions to personalise your email communications:

• Write your emails as if you are speaking directly to the customer. Use a friendly and personal tone.
• Use your name when signing off, rather than just “Support Team.”
• Acknowledge the customer’s problem. Show understanding rather than just stating facts.
• Avoid generic responses. Tailor each email based on the customer’s issue.
• Keep the language simple and conversational, but maintain professionalism.

2. Try to Use FAQ Articles in Emails

Sometimes customers contact you even when answers are available on your website. This can happen for two reasons:

1. They couldn’t find the information
2. They found it but didn’t understand it, or it didn’t solve their problem.
   

To enhance after-sales service quality, you can:

• Directly address the customer’s issue first, rather than just sending a link to the FAQ.
• Briefly explain the solution in the email itself.
• Include a link to a relevant FAQ or help article for more details.
• Let them know they can reach out again if the suggested solution doesn’t work.

Most importantly, make sure your FAQ articles are clear and easy to follow (so customers don’t get frustrated).

3. Own the Oops! Apologise Right Away

If a mistake has been made, it’s important to own it! Apologising shows that you respect the customer’s experience and are committed to resolving the after-sales service complaint.

How Can You Do It Professionally?

• Start by acknowledging the problem and expressing empathy.
• Take responsibility for the mistake without making excuses.
• Explain what went wrong briefly, if relevant.
• Tell customers what you are doing to correct it.
• Offer a solution or compensation if possible (like a refund or a discount).

4. Don’t Command By Using Imperatives!

Imperatives are direct commands like “Do this” or “Click that.” Using them can make your email sound bossy or rude. To boost after-sales service quality, you must use polite requests rather than commands.

Additionally,

• Phrase your instructions in a way that sounds helpful (not demanding).
• Avoid words like “must,” “should,” or “need to.”
• Instead, use phrases like “Could you please…” or “You might want to…”
  

By writing emails in this tone, your response feels more respectful and supportive. For example, instead of saying, “Click the link to update your details,” say, “Could you please click on the link to update your details?”

Want More Focus On Core Operations? Let Atidiv Handle 100% of Your Customer Support!

Great after-sales service is not just a responsibility. It’s an opportunity! By professionally handling customer complaints via email, you can turn complaints into positive experiences. 

Remember to:

• Use a friendly tone
• Provide clear explanations
• Write personalised messages
• Deliver prompt responses

Finding after-sales service tough? Why not outsource 100% customer lifecycle to Atidiv? We at Atidiv are a leading CX specialist. Our expert team offers end-to-end customer support solutions, such as:

• Omnichannel messaging solutions
• Email support services
• Voice customer care
• Social media support
• Live chat service for website
• Inbound and outbound call center services

With over 15 years of experience and 70+ clients, partnering with Atidiv can let you enjoy cost-savings of up to 60%. Outsource your support department to Atidiv and experience the difference in 2025!

FAQs On Aftersales Service

1. How can I make my customer support emails sound more human and less robotic?

To make your emails sound more human, write as if you are talking directly to the customer. Wherever possible, try to:

• Use a friendly and empathetic tone 

• Avoid using technical jargon

Lastly, sign off with your name instead of just “Support Team.”

2. My customers’ complaints are usually rude or aggressive. How to handle it?

Please try to stay calm and professional. Begin by:

• Acknowledging their frustration 

• Apologising (if necessary)

Most importantly, avoid matching their tone. Instead, offer a solution or next steps. Remember, customers are often upset because they feel unheard. By showing empathy and actively addressing their issue, you can defuse the situation and enhance your after-sales service quality. 

3. How do I measure the effectiveness of my after-sales email support?

You can track these metrics:

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Average Resolution Time

Also, analyse repeat purchase rates and customer retention to see if your email support is building loyalty.