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.
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:
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: