How is the in-store retail customer experience evolving?
American retailers appear to be facing a crisis. Brands like JC Penney, American Apparel, and Sears are all closing stores and customers there...
Businesses face increasingly complex supply chains in today’s globalised world. These developments logically also influence the service supply chain, in which consumers contact companies to report a defective product in order to have it repaired or, if there is a warranty, receive a new product. When customers contact our customer support centres to report a broken product, first it’s important to establish whether there is a defect at all. This is not always the case, due to the complexity of some products. When a defect has been identified, we will determine the nature of the defect after which the correct repair cycle can be started, and the return and replacement process be executed seamlessly.
A disorderly reverse logistics process can be very costly, and managing a complex service supply chain while simultaneously providing a positive experience for your customers can be a real challenge. Nevertheless, high pay offs can be achieved.
If you recognise any of the above, the chances are Webhelp can help you tackle these challenges. Do you want to learn more about our services and best practices regarding this topic? We would love to demonstrate our experience.
Webhelp Xtrasource supports various businesses in managing and optimising their service supply chain. Among these are TP Vision, Helen of Troy and MMD. We offer companies a solution by combining our expertise and outstanding reputation in customer service with our in-house developed software, EARL (Extended Application Reverse Logistics). Our experts make sure that businesses like your own increase their grip on the service supply chain, by acting as a link between your business, your customers and your suppliers. We are able to streamline processes in your service supply chain and provide important insights into the reasons behind bottlenecks.
Webhelp can support you in various ways: by using EARL we can provide real-time insights on the RMA status of products and processes throughout your service supply chain in one consolidated dashboard. We also identify bottlenecks, monitor the quality of your suppliers and advise you on how to improve your service supply chain.
Our experts provide full support throughout the process. When a customer reports a malfunctioning product, we first determine if the product is defective and needs to be repaired by utilising our technical knowledge of the product. This can be done through call, email, chat or video call, depending on the complexity of the product in question. If we confirm that the product needs to be sent to a repair centre, we make sure this happens smoothly and that we offer the right solution. By using pre-set business rules in our software, we can provide information on the product’s complete repair cycle and report the product’s real-time location and RMA status. This, combined with our expertise in customer service, enables us to proactively provide your customers with real-time information on the status and location of the defective product in the repair cycle. No fuss, no unnecessary phone calls, just clarity and results. That is what drives a truly positive customer experience.
TP Vision, one of the clients we support in optimising its service supply chain, manages more than one million Philips Hotel TV’s in EMEA. TP Vision uses our expertise and customer support experience to manage its complex reverse logistics process. Because of the solutions we offer, TP vision is better able to plan and manage inventory, measure and improve the speed and quality of repair centres, and provide its customers with a better experience. Today, more than 50% of all support and RMA’s are created by self-serving customers, and customer satisfaction for the Hotel TV business in after-sales support is the benchmark in the industry.