According to KPMG, “about 80% of [technology] executives [surveyed] expect their company’s revenue to increase over the next year.” The same survey found that pressure to reduce prices within the technology industry is the largest growth obstacle for tech companies. Companies that are able to offer the same products at a lower cost pose the largest threat to competitors and doing so often comes at the price of bad customer service. It is difficult to create a positive customer experience with few customer touch points and an extreme focus on price. Automating calls with voice self-service options is a great way for companies to reduce overhead.
Technology industry challenges include, but are not limited to:
• Repetitive inbound inquiries, which places a large burden on call center agents, but are too complex for traditional IVR systems to handle.
• High-tech items require frequent repairs and replacements.
• Customers want a quick turnaround when they have warranties for damaged products.
• Technology support calls are frequently the most expensive type of customer service calls.
• Having qualified representatives handle sales calls, but not wasting valuable time with simple data entry.
• Making sure a work order is reported efficiently with quick turnaround time.
Our perspective on voice self-service for Technology customers:
Lower cost, increase revenue, and maintain POSITIVE customer service EXPERIENCES
Consumer Reports recently conducted their annual Repair or Replace survey of their 27,000 subscribers and found that “around one in three laptops and desktops break by their fourth year.” This number only gives a small glimpse of how often customers require a high tech item to be repaired or replaced. Offering an RMA self-service application that allows companies to reduce inbound calls and free up their live call center agents reduces operating costs. A comprehensive RMA application should be able to accept customers’ basic information (alphanumeric serial number, purchase date, name, address, contact information, etc.) and assign a traceable RMA to allow the customer to check the status of their request for repair or replacement.
In 2012, “warranty claims payments [reached] $24 billion,” based on information from Warranty Week’s annual warranty report. Consumers most commonly purchase warranties and after-market warranties as a safety net to protect their investments. Customers want to be able to file a claim quickly and easily in order to repair or replace their damaged item or, in some cases, receive a refund or compensation for the damaged item. Voice self-service is a very efficient way for customers to file a claim and ensure they have properly registered their item to receive protection provided by a warranty. Even if the claim process is extremely complex or requires eventual human involvement, utilizing voice automation can help reduce time spent on authentication and upfront data collection, reducing call times by 2 to 3 minutes per call.
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