In the consumer electronics industry, the companies are striving to be better and better with each product and innovation. What differentiates the giants from the others is the importance they give to their product. The longevity of the products and the enhancement in lifestyle it gives to the customer are the main factors which influence consumer sentiment. However, customer loyalty is fickle in this sector. Winning is tough, even for the big companies.
Electronics govern human life in so many ways that it has become an extension of the person itself. In this scenario, people are always looking for the best product to use and a loyal company to provide them service. Electronics companies have a tough job of ensuring that their product is robust and they can service their customers efficiently. For the consumer, there are so many options to choose from, and these alternative options toughen the market competition. It makes brand switch easier, and that is one danger which companies have to stay away from.
How does one retain customer loyalty?
For a customer, a negative experience can result in decline in customer loyalty by 50% or more. It is also true that 90% percent of unhappy clients will never purchase from the company again. Customers will shift from brand to brand, buying what they believe to be the best product and best value. The industry sees the launch of hundreds of new products every month and this gives the consumer immense freedom of choice.
Customer retention is tough but not impossible. This is where the service aspect comes in and contact centers are an integral part of it. The service made available by the agents to the consumers goes a long way in judging the overall customer satisfaction.
Here are three integral tools that ensure seamless communication in a contact center:
Customer Relationship Management (CRM): A robust CRM ensures that customer information is available to enhance the service. This tool provides significant value to the company and makes the interaction between customer and agent smooth and effective. It can help resolve consumer inquiries for general information, product features and capabilities, technical support, product replacement, orders and exchanges.
Interactive Voice Response (IVR): Electronics companies have different processes which require complex call routing rules. Setting up a simplified IVR will enable accurate routing of consumers to the most appropriately skilled personnel. This can help achieve a streamlined and more pleasant end-user experience. An efficient IVR can reduce repeat calls, overall minutes, cut down call transfers drastically, and decrease abandoned calls.
Reporting: This tool is an integral component of a customer interaction management system for tracking and monitoring data (real-time and historical), defining process efficiency metrics, and reviewing organizational performance at every level. Analysis of data will help the electronics company make informed decisions. This tool can also help analyze trends which can help determine customer patterns and enable customized service to be made available. Contact centers should ensure that this tool is integrated with all their inbound and outbound tools so that all the information can be captured and analyzed for the best results.
Once electronic companies ensure that a robust contact center solution is handling their processes, they will witness a rich track of experiences and success stories that will help the company grow and thrive. To combat the problem of weak or dwindling customer loyalty, manufacturers need to adopt new approaches to innovation and engagement. Focus on building more direct customer relationships through the contact centers. And as always, ensure that your product conveys the companyâ€™s message of putting the customer at the center of their innovation.