The exponential rise in internet-enabled devices has made device management and technical support services more difficult for manufacturers and retailers. This has forced firms to innovate and improve their support processes for customer acquisition, onboarding, consumer experience, retention, and return saving.
More connected devices at home create more opportunities for hi-tech & retail brands; however, these opportunities are accompanied by increasingly complex issues for consumers. In order to reap the benefits of connected devices, brands need expert support agents equipped with knowledge and technical know-how to solve these complex issues.
Single Point of Contact
With many operating system versions and device categories, it becomes difficult for brands to support customers. The problem is compounded with multiple devices connected together in an ecosystem. Consumers expect to get all their issues resolved at a single point.
Support agents find it difficult to keep pace and familiarize with the evolving fragmentation of new connected devices. Delivering superior support services without complete knowledge of consumer behavior and devices they use is a daunting challenge.
Rising Customer Expectations
The use of social media & mobile has raised demand for instant and integrated multi-channel support. However, delivering a consistent and contextual support over multiple contact points, as well as empowering customers with self-help techniques is challenging for businesses.
Inadequate on-boarding and lack of reliable support leads to frustrated customers, which further leads to device return cases. Many a times, the returned devices are “No fault found”, impacting bottom line due to higher return costs.
GizmoSupport has worked with some of the leading brands in the sector, helping them solve their customer’s problems quickly and attain higher customer satisfaction. We understand the accelerating pace of change, its consequences and enable an effective business-customer interaction by integrating voice, email, chat, social, retail and field channels.
Installation, Onboarding & Training
GizmoSupport provides end-to-end setup and installation support, including device setup, software installation and application configuration. We provide technology support throughout consumer journey and support all major devices that exist within the increasingly complex ecosystem.
Multi-channel & Multi-device support
With increasing complexity of devices and operating systems, we cater to the challenges through our multi-device support across various customer touch-points. With one-stop shop for integrated support for multiple smart devices, brands can foster a loyal user base with satisfied customers.
Self Service & Remote diagnostics
As consumer expectations rise, brands need to provide efficient support throughout customer lifecycle, including hassle free after-sales service. Gizmo Doctor- our self-diagnostics & remote device diagnostics tool, helps in reducing no fault returns and unnecessary customer visits to service centers.