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What a Positive Warranty Customer Experience Should Look Like

Most customers have a lot of experience in, well, having bad experiences. Nearly half of customers (47%) have made a switch to a new brand because of a negative customer experience within the last year.

A warranty customer experience reflects on your product and brand, whether positively or negatively. A negative experience can lose you a customer, while a positive experience can build brand loyalty.

A negative warranty customer experience is an unfortunately common situation. With confusing plans and terms, long phone waits on hold, and complicated steps and an unclear process, it’s understandable that customers can leave feeling frustrated. 

Keys to a Positive Customer Experience

Creating an experience around extended warranty insurance that delights customers relies on several things. Here is what it looks like when these five key aspects are in place. 

1. Transparency

In a positive warranty experience, your customer understands the terms of the claim and the price of the plan. Too many claim filings get denied because of “gotcha” clauses—small details in the plan terms that prevent customers from getting approved.

With increased transparency, your customer doesn’t have to worry about surprise costs in checkout. They know what is covered under the plan and won’t file a claim to find that a small exception in the terms or timing means it's not going to be covered.

2. Easy Sign Up Process

Your customer is able to sign up for a warranty along with or right after their purchase. The warranty option is integrated into the online system and a natural part of the ecommerce customer journey

An easy sign up process means your customer doesn't have to read and agree to lots of long forms with complicated terms to add the warranty. They don't need to save purchase details and go through a lengthy registration process in order to activate their warranty after purchase.

3. Clear Steps to Handle Claims

If your customer needs to file a claim, they know what to do. They don’t have to dig through paperwork to find an old receipt and order numbers. Clear steps in the claims process means they won't waste time searching the website for information. They won't find out they need to fill out forms they need to mail or fax.

In a positive experience, your customer has access to see what step they’re at in the claims process and know whether they have more to do. They know what is expected on their end and it’s simple and easy for them to get and send the information required.

4. Communication With a Real Person

A positive customer experience starts with real communication. Your customer can send a message about their specific product concern and get a personalized response. They won’t have to bounce around through website searches in FAQs just to get access to a customer service call line. 

When your customer has questions, they have options to send a chat or email any time of day. They’re not on calls pressing buttons through menu options just to wait on hold for the right department. In a positive experience, your customer is able to get an answer from a knowledgeable person rather than getting passed off from representative to representative.

5. Fast Timeline for Resolution

A fast timeline means your customer is not left waiting weeks for a decision. A study found that 12% of people report lack of speed as their biggest customer service frustration. After your customer has submitted their request, they can expect a quick response from the claims team.

In a positive customer service experience, your customer can see that your team is responsive and cares about their concern. They have confirmation that their claim has been received and know if they have any information left to send. They can check in on the claim status at any time and get quick responses to any questions they have along the way.

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Janessa McQuivey

About the author

Janessa McQuivey is the Content Marketing Manager at Mulberry. Her degree in Human Development fueled a love of understanding customer experience. She has been in research and writing for 3 years and has covered everything from AI technology to her own dating life. Janessa has published across blogs, newspapers, and academic journals.

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