Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Consumer Electronics Industry

CustomerServ’s Consumer Electronics Outsourced Call Centers Provide Scalable Omnichannel Support

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 discerning and 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 their part, consumers want smart, multifunctional devices that offer convenience, compatibility and an effortless user experience. Yet providing connectivity across devices and brands has required a mindset shift for the industry. It has forced consumer electronics manufacturers to think beyond discrete products and, instead, consider the consumer’s experience in the connected ecosystems in which their products may be used.

Top Customer Service Challenges for Consumer Electronics Companies

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. A study by the Aberdeen Group found that companies with omnichannel strategies in place experienced an average 9.5% year-over-year increase in annual revenue and an 89% customer retention rate compared to companies with poor omnichannel engagement.
• 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.
• Delivering a quality omnichannel customer experience that is representative of the brand. Whether it’s the call center, webchat or face-to-face, all customer service and sales interactions must deliver an experience that creates an emotional connection to the brand.
• The ability to collect and quickly disseminate end-user feedback following a product launch, as well as on an ongoing basis to ensure quick fixes and updates, as well as longer-term product improvements.

CustomerServ Call Center Vendors Provide Highly Skilled, Resource-Efficient Staffing Solutions for Consumer Electronics

CustomerServ’s 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
• Data entry and back office support
• US Based, near-shore and off-shore support
• Site based and work-at-home agents
• PCI compliant call centers
• Bi-lingual and multi-lingual call centers