Your products are constantly evolving. Why shouldn’t your customer service evolve, too?
Introducing Next-Gen Customer Experience
Innovative Solutions for Your High-Tech Consumer
Consideration
- Web and mobile experience design
- Search engine optimization, search engine marketing, social media marketing
- Data-driven digital marketing and insights
- Online reputation management
Buy or Subscribe
- Voice, click-to-chat for sales support, and general questions
- Chat analytics for proactive chat invites
- Cart abandonment promo offers and chat invites
- Unified customer profiles
Make a Payment
- SMS bill pay reminders mobile messaging, virtual assistant, phone, chat, self service for easy payment
- IVR–make a payment
- Automation for billing, invoicing, back office
Tech Support or Service
- Self-service portal for customer FAQs
- Mobile cam for installation and use assistance
- ”How To” videos for support
- Co-browsing and screen share for easier support
Warranty, Cancel, or Repair
- Save the sale / returns reduction program
- Phone or chat for warranty management
- Warranty analytics
- Back office for warranty claims mgmt
Renew, Rebuy or Review
- VOC analytics
- Social care and moderation
- Automatic surveys
- Gamification for loyalty program mgmt
Consumer Electronics and Technology
Self-Service
Website FAQs and videos, idea portals, top tip guides, and more
Our award-winning web self-service strategy resolves 97% of customer issues online without agent support.
Technical Support
Inbound Tier 1 to Tier 4 technical support; inquiry documentation that tracks contact by brand and product; product troubleshooting; trouble ticketing, dispatch, and repair
End-to-end back- and front-office services for traditional and emerging services such as machine-to-machine and IoT support.
Guiding Customers Using Images
Troubleshoot product issues, support installation, and assess warranty eligibility
A picture is worth 1,000 words, and context is key to understanding product issues. Providing channel pivoting options from voice to text or chat makes it easy for customers to text and email product images, minimizing average handle and wait times.
It’s Time for an Upgrade
Find out how we’re providing higher CSAT at lower cost
Improved CSAT and NPS for a Major Smartphone Manufacturer
OBJECTIVE The client is one of the leading consumer electronics company in the world
Delivering Breakthrough Sales and Expanding Front- and Back-Office B2B, B2C Support for Consumer Appliances Company
This global leader turned to HGS—a trusted customer care service provider with the
HGS Achieves AHT, CX Improvements for Consumer Electronics Leader
The consumer electronics industry is engaged in a relentless race to innovate new
HGS Empowers Retailer with More Actionable VOC Survey, Analytics
All companies should be employing today’s analytics to stay in step with the voice of
Every Year, We Serve Over
6 Million Tech Customers!
