After-Sales Support

Definition - What does After-Sales Support mean?

After-sales support is a service that is provided after merchandise or services have been sold. Most after-sales support involves a guarantee, warranty, upgrade or repair service. Some of the after sales customer supports includes an ongoing relationship with the original equipment manufacturer (OEM) throughout the life cycle of the product or service, while other warranties are under time constraints.

After-sales support encompasses a wide array of services that cater to consumers. It is designed to assist a customer in using a product correctly, which could generate repeat customers, develop brand loyalty among customers and ensure customer satisfaction.

Techopedia explains After-Sales Support

The after-sales support provisions for a consumer can include training on the use of the product, updates for software, scheduled maintenance or provisions of materials or parts, repair and servicing, money-back guarantees, or warranties for replacement in case of damage or defects.

The various types of after-sales support may consist of the following:

  • Technical Support/Help desk: Assistance with technology merchandise like PCs, software products, mobile phones, televisions and most electrical or mechanical products
  • Customer Support: Includes services that help the customer with the product
  • Automated Customer Service: Provides assistance 24 hours a day and is available online
  • Support Automation: Includes online knowledge bases like forums in which to ask questions, proactive support such as 24/7 monitoring for alarm systems, and preventative support that generates solutions through questions, logbook files or configuration changes.

After-sales support includes customer support and customer service, which is standardized by the International Customer Service Institute.

Today, after-sales support continues to be an important tool for both consumers and manufacturers. A customer expects a cost-effective and reliable after-sales support service. Manufacturers also rely on consumer satisfaction to maintain business and sales. Without a good after-sales support service, a product can be difficult to sell.

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