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The typical American home has eight connected devices. That story is repeated across the industrialized world and will spread among developing nations, too. What happens when more people use more tools more often? The demand for customer care increases, and as technology becomes more complex, so do the issues that consumers encounter and the ways through which they seek resolution. The market for consumer electronics continues to thrive driven by consumers’ love of technology designed to make every aspect of their lives easier or more enjoyable. Whether it’s the latest smartphone or tablet, virtual reality headsets, robotics, smart home products, connected cars or wearable technology—what other industry can generate as much excitement with product launches?
Despite the desire to own cutting-edge technology, modern consumers are resourceful in researching products to find the best value to meet their needs. Consumers’ rising expectations for innovative features and advanced functionality at affordable prices is creating pressure on consumer electronics manufacturers to bring new products to market faster, more frequently and to do so with a lean operation.
The need for speed is critical. Electronics products have a relatively short lifecycle and consumer interest can rise and wane seemingly overnight. To stay competitive, consumer electronics companies must innovate aggressively without fear of failure, and have the internal agility to quickly shift with changes in consumer behavior.
For consumer electronics companies, customer service is one of the most vital touch points in the product lifecycle. Developers and manufacturers rely heavily on customer feedback to pinpoint issues and bugs in new products, identify opportunities for new features and functions, guide product marketing campaigns, gauge customer satisfaction with products and to stay abreast of consumer preferences and needs. Top customer service challenges for the consumer electronics industry include:
• The capacity to quickly ramp up customer service and sales staff for high-volume periods; e.g., during the holiday shopping season, as well as during and after product launches, etc.
• Providing seamless omnichannel sales and service, which leads to higher customer loyalty and revenue.
• Equipping customer-facing staff with continuous training and up-to-date knowledge to serve well-informed, digitally savvy consumers. Consumer electronics buyers are known for conducting thorough research about a brand or product prior to contacting its sales or service staff, thus sales and customer service staff must have access to near-real-time product content.
How call centers help consumer electronics
Consumer electronics outsourced call centers are staffed with experienced customer service and technical support problem-solvers who are skilled at turning complex issues into effortless customer experiences. Services provided include:
• Technical support
• Help-desk
• Customer service
• Sales
• Live chat
• Email support
• SMS support
• Mobile app support
• Web support
• Social media support