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Electronics: a promising but complex industry

The online electronics market amounts to $344 Bn in 2021, this is 6.2% of the total ecommerce industry. So it is clear that your audience is used to purchasing electronics online. However, it isn't the easiest industry to succeed in. Loyalty is scarce, people are keen on comparing prices, features and reviews before buying. With the increased variety and complexity of consumer electronics, consumers demand information and different ways to ask questions. Therefore, customer interaction is the way to build trust in the consumer electronics industry. 

Learn more about our Electronics customer service solutions

 Electronics customer service solutions

At Salesupply, we are specialized in customer service for the consumer electronics industry. We know like no other what the pain points are and how to solve them. We can support your brand with the following consumer electronics challenges:

Customer service complexity

Consumer electronics customer service is complex. You have to deal with the need for speed, combined with high average purchase amounts and the complex constitution of the products. Furthermore, consumer electronics buyers are known for conducting thorough research prior to reaching out, therefore access to (near-) real-time product content is key for customer service employees. At Salesupply, we do this everyday. With more than 800 trained agents, we offer native customer care in 36 languages in 3 time zones. We offer customer service by phone, (live) chat, email, review handling, social media, and WhatsApp, thereby offering your customers the best possible service regardless of the channel.

‘All in’ on Empathy

There is an extraordinary need for empathy in this segment, where the life of products can come to an unexpected end. Customers want to be listened to, heard, and understood. When disappointed, frustrated customers contact your company because their purchased product stopped working, excellent customer service can help retain customers and can even turn them into fans.

Returns

Within the consumer electronics industry, returns are often an issue. Electronic devices are vulnerable and a lot of technology is involved. Therefore, the returns process should be handled with care. At Salesupply, we control the returns from A to Z. Upon arrival, we inspect the package, reimburse the customer, and run specific software to test the product. This way, we can save costs and add value to the process.

High-volume periods

Peak moments are a given within the consumer electronics industry. The holiday shopping season, Black Friday, and product launches; all of these moments result in high-volume periods. During these moments, it is of utmost importance to be able to quickly ramp up the customer service capacity. At Salesupply, we are able to do so. Whether you need shared agents or dedicated agents, we have the ability to scale up whenever needed.

Electronics brands that rely on
Salesupply

'Case study: expert'

 Expert relies on Salesupply for supporting its online customers


Who? Expert is Germany's largest consumer electronics group.

 

Services: Salesupply covers the conventional support channels for the expert online shop: answering customer enquiries by telephone and e-mail. Salesupply also responds to customer ratings and -feedback. The pandemic was a serious test for the scaling flexibility of the expert-Salesupply customer service solution. Salesupply succeeded in growing the customer support team for the online shop by 80% within a very short time. Making it possible for expert to reach their customer support targets even with the strong growth in online sales." 

 

Read more about how Salesupply supports expert here.

'Case study: TonerPartner'

TonerPartner’s customer service set for customer loyalty


Who? TonerPartner is a leading online retailer in toner, ink cartridges and printer accessories active in most of Europe.

 

Services: Salesupply takes care of all of TonerPartner’s customer service outside Germany. For TonerPartner loyal, repeating customers are vital. For web stores advocating customer loyalty, the service department should be at its best. “Salesupply is very pragmatic, able to set up quickly, and the service quality is good” Oliver Ahrens, CEO of TonerPartner explains.

 

Read more about how Salesupply supports TonerPartner here

Why outsource your Electronics customer service to Salesupply

  • tick100% Ecommerce specialized
  • tickOver 15 years of experience in the fashion industry
  • tickInternational coverage in 36 languages in 3 time zones
  • tickServices include: Peak & seasonal customer service, evenings and weekends
  • tickPhone, email, (live) chat, social media, WhatsApp, & more
  • tickFast integration with existing interfaces
  • tickReal-time reporting through a personal dashboard
  • tickDedicated or shared agents, depending on your volume

Electronics customer service FAQs

Thinking about outsourcing your customer service can create doubts. This is absolutely normal. Read how Salesupply ensures that your service is on-brand: your customers won’t even realise that they are dealing with an external service provider. 

For Salesupply, it is crucial that our clients are 'in control.' It is only then that the cooperation can be truly successful. This is how:
Dashboard application. We have developed a dashboard application that offers clients real-time insight into the fulfillment process.
CMS system. You also have access to our CMS system where you can find all events and listen back to telephone conversations.
Consultation. We schedule weekly or monthly calls with our clients. During these calls, we discuss what the volume has been, how the agents have been performing, how quickly answers have been given, whether the SLA was achieved, whether any issues have occurred, etc.
The way in which you communicate with your customers has a big influence on the positioning of your brand. That is why, as a client, you have full say in the customer care process. During the set-up process, the preferred customer care experience is discussed in detail. This gives you full control over how our agents deal with your customers, and your customers will never get the impression that they have been helped by an external service provider.
The agents of an external service provider are, of course, not always familiar with your brand. But at Salesupply, we developed a proven training method that enables agents to become fully acquainted with the ins & outs of a company within a short period of time. By using a 'wiki' set up together with the client and a product training course provided by the client, our agents are transformed into remote colleagues within no time.

Customer service has always been important in signalling bottlenecks and issues. Salesupply has developed a methodology for recognising these customer signals and sharing them with the client. All customer events are linked to an (in consultation) pre-defined category. As a client, you gain direct insight into these categories via our real-time dashboard and you will also periodically receive an extensive report. As a result, many of our clients have been able to improve their organisational processes and even their products, all thanks to signals from our agents.

 

Read this article for an extended answer to the questions above. Would you like to know more about how we handle your orders as a customer service provider? Get in touch.

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