How to Roll Out your New Post-Sales Solution using QR Code

marketing ·

When is the best time to introduce your customers to the new post-sales experience you've built - and how should you do it?

The answer to the first question is easy. You should introduce it the moment your customers will appreciate it the most!

This tends to be when your customer first receives his new product and he has his full attention on getting started with it.

Fast & easy access to resources is key in this situation. In this article we'll walk you through how you best deliver this - by placing a QR code on your product (and/or its associated items).

There are, however, also other ways to introduce Layerise to your customers - you're certainly not limited to the QR code. You could also consider:

Your dedicated Customer Success Manager is can help you go over the various options and highlight the most impactful ones based on your current post-sales journey setup and industry.

What is a QR code and how does it work?

A QR code is a type of barcode that can be easily read by a digital device, such as your smartphone. Simply scan the QR code with your smartphone's camera and the unique URL embedded in the QR code will pop up on the screen. It’s an easy, frictionless way to send your customers to a specific online location (your Product Assistants).

Due to the COVID-19 pandemic, QR codes have become widely adopted across the world. Restaurants were particularly quick to put their physical menu cards away and encourage customers to order by scanning a QR code instead.

While most people know what a QR code is, simply placing a QR code on your product will (unfortunately) not guarantee your customers will scan it. It requires the right motivation, placement, and technique to ensure the maximum number of customers scan it.

Motivation

Before we dive into the technicalities of how and where, you should start by asking yourself: Why should your customers scan the QR code? What will they gain from it?

Your customers don’t (yet) know what great experiences await them in your Product Assistant. It’s therefore highly important to communicate the value they'll gain from scanning the QR code. A short call-to-action sentence placed next to the QR code is a great start:

  • Scan QR code for instructions and how-to videos
  • Scan to get in touch with a service agent
  • Scan to register and get your warranty

Protip: The more you’re able to speak directly into the customer’s situation when they first receive your product the better.

Let’s take an example. A mother buys a baby car seat online. On the package the receives the following day she immediately notices the following message:

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The example above speaks directly to the mother’s situation and the immediate value she’ll get from scanning the QR code. Other examples could be:

  • No more unhappy children! Scan to get started.
  • Scan QR code to get updates on children’s safety in traffic.

Pro-pro tip: If you want to achieve the highest possible number of customer registrations, you should consider offering a more tangible incentive. This could be a discount, extended warranty, exclusive access to an upcoming event; something your customers will find highly motivating when they receive your product.

Adding a deadline, e.g. “Register within the next 7 days to receive 20% off your new purchase” tends to increase the number of registrations even further.

Placement

Layerise customers with most registrations are highly successful at effectively funneling customers into their new post-sales solution.

The funnel can begin as early as when a customer places an order and end when he reaches out to Customer Service months later, asking for a refund, where he’ll be asked to register - in order to receive his warranty documentation - before he can claim a refund.

Placement of the QR code plays an important role in creating a good funnel. We recommend placing a QR code on all key items your customers come into contact with, e.g.:

  • Product packaging
  • Merchandise and supporting documents that comes with the product, e.g. quickguides and welcome cards
  • The product itself

No matter how many items you choose to place a QR code on, always make sure the QR code is easily accessible, visible, and - if you’ve placed it on the product itself - within operating range.

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Protip: The best way to draw attention to the QR code is to funnel your customer to “do something” with it.

We’ve said it before and we’ll say it again: The best way to educate someone is to engage them! The same goes for the QR code:

Are there buttons on your product that your customer needs to push to get started? Lids that need to be removed before the customer can begin barbecuing? These are great opportunities to introduce the QR code and funnel the customer into your Product Assistant to register and receive the help you know he’ll appreciate.

Technicalities

Each Product Assistant comes with a unique QR code. You can download the QR code by clicking on Assistant > locate the Product Assistant and click on the QR code icon under Connectivity. The QR code will be downloaded in SVG format.

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Each QR code is a digital representation of the Product Assistant’s unique URL, which can be located in the same place - just click on the link icon.

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You cannot change the URL of a Product Assistant or add a redirect. It’s important to keep this in mind before you begin printing the QR code on your packaging, products etc. __Always double-check that the right QR code is placed on the right product. __

If you already have a QR code on your product/packaging, and you’re able to change its URL, you can change it to that of your Product Assistant.

Alternatively, you can also generate your own QR code using a different free or paid service. Some companies prefer to do this, as this allows for more customization of the QR code e.g. rounding of the edges, brand colors etc. We encourage you to explore different options, but stay mindful of the quality. Your QR code should be encoded with the highest possible error correction. Layerise provides the highest level (level H).

QR codes should be kept brand free to ensure the highest possible scan success rate (don’t let your logo or other objects partially cover the QR code.

Your QR code shouldn’t be smaller than 2x2 cm (0.78 x 0.78 inches).

Contrast matters. QR codes work best on a white background.

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Included in your Layerise subscription is a product landing page, on which you can find a list of all your Product Assistants plus a selection of your articles, videos etc. You can easily access the landing page by clicking on Assistants > choose any Product Assistant > click on Preview > click on the logo in your top left corner:

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On your product landing page you’ll see the following (with your own brand colors and products):

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If you can’t put a QR code on your product, packaging etc. that links your customers directly to their product, you can generate a QR code for this landing page instead. On this page, they can then choose their product from the list and access the Product Assistant. The most direct way to the specific Product Assistant is always the best, but if that’s not possible this can be an excellent alternative. You can easily generate a QR code for your product landing page by using one of the free, online QR code generator services.

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If you want to add a QR code on already manufactured products, we advise printing a sticker with the QR code on and placing it on your product before shipment. There are many ways to include the QR code on the product in non-invasive ways, e.g. by placing it on a removable tag or on an essential accessory (e.g. the keys to your new bike).

Your QR codes never expire, but an active Layerise account is required to ensure the QR codes remain active.

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