10 Best Ways to Deliver Customer Support Excellence in the Consumer Durables Industry

10 Best Ways to Deliver Customer Support Excellence in the Consumer Durables Industry

Brands are increasingly focusing to become more customer-centric and elevate the customer experience to improve customer satisfaction, loyalty, and lifetime value.  Consumer Durable goods companies that provide high value and complex products face unique challenges.

Here are 10 Best practices to deliver customer support excellence in the consumer durable goods industry

  • Ease of access to relevant knowledge

    Integrated knowledge base access reduces support costs and aids customers in finding faster, relevant answers. Centralized access to manuals, solutions, troubleshooting guides, and training materials streamlines support for both customers and agents. Implement simple Google search and smart matching for support requests to optimize knowledge resource utilization. Allowing agents to escalate incidents and add new solutions enhances the knowledge library’s value over time.

  • Go Omnichannel and Digital

    Waiting in line and navigating multiple IVR options is outdated. Most customers prefer digital channels due to their ease of access, time savings, and convenience, lowering overall costs for companies. Brands must now deliver consistent support and service experiences across various channels, including web, mobile, email, and chat.

  • Should have a 360-degree view of the product and the customer

    Brands should enable a combined view of all transactions related to the product and customer including registration, product configuration, service plan entitlements, warranty, support requests, inspections, warranty claims, service orders, and service campaigns. This will allow agents to better understand customer needs better and provide a more apt solution to address those needs. You may also facilitate a complete view by aggregating information captured from all customer service and support processes that touch the customer.

  • Consolidated support systems

    Brands should have consolidated support systems across regions, functional areas, and support channels. If they have a unified system for technical support, parts, service, warranty, and sales, it will help reduce the cost of support systems and provide a full picture of all customer support needs. Consolidated support software in the Cloud is a good alternative that will result in rapid deployment and lower upfront investment. A single support platform, portal, and mobile app for end customers, field service technicians, and channel partners will leverage enterprise-wide resources worldwide to provide a consistent and seamless customer service experience.

  • Integrated Support Fulfillment

    Fulfilling a support request for consumer durable goods often requires follow-up action in the field, in a different department, or an independent dealer or service network. Brands need to integrate support with parts, warranty, orders, field service dispatch, and scheduling to deliver a unified customer experience. Integrated support and services will remove duplicate data entry and boost the visibility of activities in the field and today’s customers expect seamless and unified integration and workflow across silos instead of being handed off to different groups or departments. Brands must deliver a connected customer experience across these internal silos and disconnected systems to win customers a lifetime.

  • Use of mobile and IoT to help troubleshoot

    Various product support issues can be identified and resolved faster by capturing pictures or video from universally available cameras on mobile devices. Brands should leverage IoT for remote diagnosis and collect information directly from connected products. They should try to minimize product downtime by leveraging accurate and timely information collected from the field. Apart from fast diagnosis, this information will help dispatch the right technician and deliver the needed parts to repair the product.

  • Study customer support data to improve product quality and operational performance

    Brands should use insights gained from support data to better their products and services by helping to fix the problems at the source. Repeat issues can be prevented by using support data to identify emerging quality problems early and take necessary actions. Brands can activate rapid response teams to address problems when new products are introduced to the market. like, studying customer complaints and their feedback helps identify and fix operational performance issues within the company or channel partners.

  • Use Voice of the Customer to Boost Customer Experience

    Brands should establish a VoC process to gather customer feedback on the resolution and performance of their customer support agents. Such VoC is to be integrated with Customer Experience metrics to improve overall customer satisfaction. Systematic and timely analysis of existing customer service and support processes and focus on continuous improvement will lead to product and customer support excellence.

  • Convert Contact Center to Customer Engagement Centers

    Call centers are evolving into contact centers, poised to become centers for customer engagement. Brands leverage push notifications, SMS, and emails for proactive alerts, enhancing customer perception of responsiveness. Accurate customer contact information, product registration, and related services generate additional revenue. Continuous engagement fosters customer loyalty, referrals, and advocacy. Good product support reduces customer acquisition and retention costs as customers rely on social networks for product ratings and word-of-mouth.

  • Enable Self-Service for customers

    Brands should enable customers to find answers to support inquiries quickly and at any time by providing easy and intuitive self-service options on various channels. Like, this will reduce call volume, as most customers today prefer self-service. Moreover, since the mobile device has now become the primary and foremost channel of communication, having a mobile application or a mobile-friendly responsive website will help your customers access the information they need on any device of their choice readily available.

DialDesk has been able to create customizable and CX-focused customer support solutions for many clients in the Consumer Durables Industry. In case you wish to know more, please contact our sales team @ 9266108888.

Author Profile

Varuna Raghav
Varuna Raghav
As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to her name. Her enriching input has been valuable to the brands and organizations she's worked with.

One response to “10 Best Ways to Deliver Customer Support Excellence in the Consumer Durables Industry”

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