Brands are increasingly focusing to become more customer-centric and elevate customer experience to improve customer satisfaction, loyalty, and lifetime value. Consumer Durable goods companies that provide high value and complex products face unique challenges.
Easy access to an integrated knowledge base with support will help reduce the cost of support delivery and helps the customers find faster and relevant answers. Centralized access to all sources of knowledge which includes service manuals, technical solutions, troubleshooting, operator manuals, service bulletins, training videos, and documents will help customers and even contact center agents find answers to their questions in no time. You should aid simple google search and smart match of related help topics based on input on support requests to drive better use of the knowledge resources. In case you allow agents to escalate a support incident to add a new technical solution to the knowledge library, it will make it an invaluable asset over time.
Calling to wait in line and having to navigate the maze of multiple IVR options is outdated. Digital channels lower the overall costs for companies and are in fact preferred by most customers because of ease of access, time savings, and convenience. Brands are now expected to provide consistent support and service experience across many channels including web, mobile, email, and chat.
Brands should enable a combined view of all transactions related to the product and customer including registrations, product configuration, service plan entitlements, warranty, support requests, inspections, warranty claims, service orders, and service campaigns. This will allow agents to understand customer needs better and provide a more apt solution to address those needs. You may also facilitate the complete view by aggregating information captured from all customer service and support processes that touch the customer.
Brands should have consolidated support systems across regions, functional areas, and support channels. If they having 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. A consolidated support software in Cloud is a good alternative that will result in rapid deployment and lower upfront investment. A Single support platform, a portal, and a 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.
Fulfilling a support request for consumer durable goods often requires a follow-up action in the field, or 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. The integrated support and service will remove duplicate data entry and boost visibility to activities in the field. Today’s customers expect seamless and unified integration and workflow across silos instead of being handed off to different groups or departments. It is critical for brands to deliver a connected customer experience across these internal silos and disconnected systems to win customers for a lifetime.
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 collecting information directly from the connected products. They should try to minimize product downtime by leveraging the accurate and timely information collected from the field. Apart from fast diagnosis, the information will help dispatch the right technician and deliver the needed parts to repair the product.
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 taking necessary actions. Brands can activate rapid response teams to address problems when new products are introduced to the market. Study on customer complaints and their feedback also helps to identify and fix operational performance issues within the company or channel partners.
Brands should establish VoC process to gather customer feedback on resolutions and performance of their customer support agents. Such VoC to be integrated with Customer Experience metrics to improve overall customer satisfaction. Systematic and timely analysis of the existing customer service and support processes and focus on continuous improvement will lead to product and customer support excellence.
Call centers are increasingly getting transformed into contact centers and now it is time for contact centers to evolve to become centers of customer engagement. Brands can leverage push notifications and SMS in addition to emails, to provide proactive alerts, notifications, and timely information. This will keep your customers engaged and improve their perceptions of responsiveness. Additional revenue generation options can be generated by keeping customer contact information accurate, registering their products, and offering related services or accessories. When customers are continuously engaged with Brands, it results in customer loyalty, referrals, and advocacy. As customers rely more and more on product ratings and word-of-mouth on social networks, good product support will reduce the cost of customer acquisition and retention.
Brands should enable customers to find answers to support inquiries fast and at any time by providing easy and intuitive self-service options on various channels. This will also reduce your call volume as most customers today prefer self-service. 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 focussed customer support solutions for many clients in Consumer Durables Industry. In case you wish to know more, contact our sales team @ 9643303884.
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The impact that customer service has on a business is something that often gets overlooked. Customer service is often seen […]
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As of now, nobody’s sure what will happen when these two generations – one, who never expects companies to pick […]
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Customer data is a valuable business asset. You must build an effective customer data management strategy to protect that asset. […]
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A help center is your lifeline to customers. While building one is *not* a straightforward process, here are key points […]
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Every business has customers and every business has the chance to improve its business by growing its customer base. Since […]
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Do you know if your business has a customer focus? Although it might seem like a difficult question to answer, there […]
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Author Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
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You might think that creating the “ultimate customer experience” is all about making sure your customers are happy. If a […]
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Keeping prices competitive is essential for any business. Having this information can make the difference between having a successful business […]
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As any business grows and expands, it’s common to focus on scaling operations. Certainly this is true, but sometimes companies […]
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No matter how much you love your product, your customers will always know better than you. Learn to listen and […]
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Sometimes, companies will promote themselves as experts in customer retention, but what does this mean? Customer retention is the main […]
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“Listen to your customers before they listen to your competition.” – Julian Hall When was the last time you looked […]
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Lost sales and lower-income are not the only indicators of abandonment. Abandonment even results in a loss of clients for […]
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If you are in charge of retaining your company’s customers, you know the feeling of sadness when you hear customers […]
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“Your most unhappy customers are your greatest source of learning.” – Bill Gates A customer is the backbone of every […]
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In the past few years, businesses were falling all over themselves to get a chatbot up and running for their […]
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You’re doing all the right things. You’re friendly, you’re responsive, you’re on top of customer issues and you’re constantly delivering […]
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Author Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
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Customer service KPIs (Key Performance Indicators) are the tools that help you understand how your customer service is performing. KPIs help you identify if you’re meeting your business goals, how well your agents are performing, and how your customer satisfaction is trending. They’re important because they provide actionable data you can use to improve your customer service.
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Let us say that you own nothing but sheep. So one day you are out grazing the flock and all […]
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No matter what industry your business is in, every business has the same goal: Keeping your Customers! Customer retention is […]
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An effective ticketing system tracks and manages customer interactions, and makes it easier for support departments to manage their efforts. Data gleaned from these help agents provide personalized service and streamline operations, which helps support staff coordinate their efforts and automate tedious (and often time-consuming) tasks, facilitating both personalized service and faster resolution.
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Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
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Globally, the E-Commerce Market is expected to reach USD 16,215.6 billion by 2027, growing at a CAGR of 22.9% during […]
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Organizations need a resilient strategy for customer retention that makes sense in relation to current market conditions. Many companies are already prioritizing customer experience as it can be more profitable, yet it is still important for organizations to look ahead and identify any changes coming ahead of competitors in the market, who might not have made the same move yet.
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“Customer experience” has been an important aspect of business marketing strategy since the beginning of the 21st century. Businesses have been shifting towards a “customer-first” mentality, where their goals align with improving customers’ happiness and satisfaction by taking into consideration all that they think and feel, rather than focusing solely on financial gains. To achieve this customer-centric approach, businesses have taken advantage of technologies to determine customer emotions at a deeper level.
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On the whole, it is best to be quickly responsive when it comes to consistently responding to leads. Ready responsiveness helps expedite client requests, which will save you money on several levels. You’ll have access to a larger pool of customers while keeping uninterested consumers from slipping away and ultimately decreasing your number of potential sales. Please read the blog below that pertains directly to the benefits of kick-starting your lead response times today!
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This blog will help you take a closer look at what cloud telephony is and How does Cloud telephony work to benefit your business. It also makes it easier for employees to collaborate, share knowledge, and for companies to track conversations in real-time.
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Customers are the mainstay of businesses in all industries. Therefore, having a dedicated tool for delivering superior customer service is essential to ensure cordial bond with them for consistent growth.
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Customer engagement and retention have been a serious concern in the insurance industry. Most companies keep on searching for how to enhance customer engagement in the insurance industry and in this blog post, you can find some of the useful tactics that can help the insurance industry maintain a cordial relationship with its existing customers.
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Find the proven strategies for how to measure customer expectations to maintain a positive experience of your customer with your products and services.
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Customer experience is a key factor in creating a successful brand. When it comes to marketing, then it would not be wrong to say that technology offers us the opportunity to manage the customer experience in several respects.
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This guide help you engage & retain your customers with no hassles and make you learn how to manage customer complaints seamlessly for quick resolution.
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If you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support.
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Many industries have been impacted badly due to the pandemic but, it would be safe to say that the consumer durables industry is showing growth trends from a long-term perspective.
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Customer satisfaction act as the primary catalyst in pushing a company forward, and ensuring repeat business. However, companies cannot create their customer service strategies based on vague data or few interactions and can only trust quantitative data.
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The Consumer Electronics industry in India, which was valued at $10.93 billion in 2019, is expected to reach $21.18 billion […]
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If you’re mapping or want to track your customer journey, there are plenty of things to be kept in mind […]
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Customers are the bloodline of any business. Without them, there will be no reason to continue the business. Even more […]
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No matter how small or big your business is or what it does, voice communication is a critical element of success.
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Author Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
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Sales closing is a make-or-break moment. No matter how hard you work and how well you design solutions for customers, […]
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Do you want to make your business communications efficient and cost-effective? In this blog, we will explain to you how […]
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If you have a sales team that works on-field or is working remotely to generate sales for you, then you […]
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Organizations worldwide often wonder what the difference is between a customer relationship management (CRM) system and an enterprise resource planning […]
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New technology comes fast and goes, even faster. These days, there’s a new app or widget every week promising to […]
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According to research, over 70% of all customers who leave a company for its competition have no problem with the […]
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You need to keep updating your customer strategies to ensure that they are happy with your products & services. Everything […]
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nstant Inbound is a game-changing sales prospecting strategy that enables you to connect with more prospects, faster and allows you to be more productive and make more money.
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Last month, a miracle happened. Your company’s video went viral. Lead volume shot up by 500%. You were pumped and […]
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If you ask many business executives, they would say their customer service contact center is a necessary expense and it […]
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Even if you have the best product in the world, your business is doomed to fail if no one knows […]
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During the initial years, outsourcing was only used for basic processes such as data entry and payroll processing. However, as […]
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Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large […]
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Brands & retailers build better customer service systems by removing the guesswork of what customers want. A SaaS platform for customer engagement combines chat, voice, and social media for one cohesive customer service experience.
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It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater […]
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Understanding the various touchpoints you have with your customers is key to delivering memorable customer experience. Once you’ve mapped out your […]
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As a business head or business owner, you need to find ways to grow your sales and revenue. Exploring different […]
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Author Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
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Marketing teams spend a lot of time, effort, and money to create compelling campaigns, optimize them to generate leads, set auto-responders […]
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This blog help you get the niche and specific Customer winning map by suggesting necessary tools, focus areas and changes to sell like a champion.
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Email marketing is one of the most important components of customer engagement. Whether it is a webinar email or a […]
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We have collected some information, I think very useful information regarding changing scenarios of sales in the times of SM […]
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If figuring out how to grow and effectively manage an In-House team seems like a huge obstacle and will largely […]
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Research shows that 69% of buyers accepted a call from new salespeople in the past 12 months, and 27% of sellers admit […]
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Providing a stellar customer experience has been a cornerstone of business practically since spending and consumption have existed. However, now […]
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Customer service reports not only provides you an overview of all customer service requests received from your customers but also […]
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Many companies, including yours, might find outsourcing to be a good idea as there is so much to be gained […]
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Irrespective of the customer’s location, call centers play an important role in delivering reliable customer experience on a daily basis. […]
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Human interaction remains a vital component of customer satisfaction, even in the ‘digital age’. 83 percent of world’s consumers prefer dealing with […]
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Put yourself in the customers’ shoes. How do you gauge the quality of service a company gives? What makes a […]
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The buying experience often gets the most attention in customer service. Conversions are the name of the game for most […]
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is the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.
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