Consumer Electronics AND Technology

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

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Consideration

  • Web and mobile experience design
  • Search engine optimization, search engine marketing, social media marketing
  • Data-driven digital marketing and insights
  • Online reputation management
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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
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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
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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
Photo of image Warranty, Cancel, or Repair

Warranty, Cancel, or Repair

  • Save the sale / returns reduction program
  • Phone or chat for warranty management
  • Warranty analytics
  • Back office for warranty claims mgmt
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Renew, Rebuy or Review

  • VOC analytics
  • Social care and moderation
  • Automatic surveys
  • Gamification for loyalty program mgmt
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Consumer Electronics and Technology

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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.

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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.

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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.

Is Your CX Solution Last Year’s Version?

 

It’s Time for an Upgrade

Find out how we’re providing higher CSAT at lower cost

Technology

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

Technology

HGS Achieves AHT, CX Improvements for Consumer Electronics Leader

The consumer electronics industry is engaged in a relentless race to innovate new

Technology

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

Technology

HGS Moves Needle on Sales and Retention for Fujitsu, UK Post Office

Since 2010, the UK Post Office has held a working partnership with Fujitsu, a Fortune

Every Year, We Serve Over

6 Million Tech Customers!

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Armed with our deep consumer expertise, you can anticipate previously unidentified CX needs