Customer service, Fulfillment, Returns
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 this industry. That is why the first step is to offer solid customer support in electronics.
Customer service for consumer electronics requires speed and product knowledge. At Salesupply, 800+ trained agents provide service in 36 languages and 3 time zones. We support via phone, chat, email, reviews, social media and WhatsApp for the best service.
Empathy is crucial in this industry because products can fail unexpectedly. Customers want attention and understanding. Excellent customer service can retain disappointed customers and even turn them into fans.
Returns in electronics are complex due to fragile technology. Salesupply carefully manages this process: we inspect, refund and test products to save costs and add value.
Peak times such as Christmas, Black Friday and product launches require rapid customer service scaling. Salesupply offers flexible capacity with shared or full-time agents, exactly when needed.
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.
