How to retire call center and improve customer satisfaction.

We are all customers. Whether or not we sell or service products, we buy products and frequently need service.

How to retire call center and improve customer satisfaction. 1The most go-to method of asking for service for your home appliances, office equipment, or even machinery is to pick up the phone and speak to the company call center. Unfortunately, this does not work most of the time.

Call centers will take your call “Monday to Friday/ Saturday” and will inform you that “working hours are from 8 AM to 5 pm” if you happen to call even a minute outside the working hours. And, if you did manage to get through, deal with the IVR settings that change every month, unfamiliar accents, and worse a different language than what you are used to.

When you get thru to an agent who knows his job, the work is usually done. The agent notes down your details inputs them into his service CRM, and you soon get an SMS confirmation.

No one is happy- the service provider or the customer

The troubles with this are many. As I said earlier, this suffers from several problems:

How to retire call center and improve customer satisfaction. 2

  • Timing limitations: if your appliance or equipment becomes faulty late evening, you have to wait till next morning- amid the rush for getting ready for work, sending kids to school.
  • Communication issues: language, managing the IVR system. Potential for mis-understanding.
  • No visibility- as someone logging the complaint, you have no visibility to the repair process- who your assigned repairman is, what defects were found and later rectified.

If you are the company that has set up the call center and is paying for the telecom infrastructure and the salaries of the call center agents, you must know that it is expensive. and for a service that does not even work 24/7.

Warranty tracking nightmare

I don’t know about you, but keeping track of the warranty of purchased goods and services is difficult. You need to keep all the purchase papers and invoices safe. Then, keep track of when the washing machine warranty ends, or if your microwave oven’s annual maintenance contract should be renewed for one more year, and when.

“What are you changing?”

I send the laptop to the service center- and then I wait. An hour later, someone emerges and tells you- all that is wrong. And gives you an estimate of charges. You have no idea if he is right. No idea if what he is asking for is justified. So, you pay up.

And, the service providers (manufacturers) are working in the dark. Especially when the products have been sold and resold. They do not know the size of the active installed base of equipment, so are unable to plan for spares, trained personnel, and geographical needs for support.

The crux of the problem: how to improve customer satisfaction

So, you, as a service provider, are spending good money on providing a service that does not make your customers happy. What if you want to provide world-class support to your customers but can’t afford to spend money like the MNCs or the large corporates can?

How to retire call center and improve customer satisfaction. 3

We have good news if you are a service provider

Get your customers the Grahak Setu experience.

The Grahak Setu app provides

  • Anytime, anywhere access to log service requests for your customers. What’s more, you don’t need any one manning the call center. This is the ultimate self – service app for your customers. They authenticate with their mobile number, add their own equipment, log service requests, get upto the minute status of the equipment under repair and can even chat with the service executive assigned to their case.
  • Everything is a matter of record- and everything is transparent. You as a service provider can send itemized repair estimates, get his approval and even payments.
  • Controlled access to the Saleswah CRM- You can configure the level of access your customers get to their data. From minimal access, where they can only check their repair status to being able to profile themselves, add equipment to the database.

If you are a customer, prepare to be happy

Store your equipment details in Grahak Setu

Enter the details of your home appliances or office equipment in the Grahak Setu app. Registration is simple. Login and add your details.

Search and connect to your service provider.

Have a complaint? Microwave not working? Select the manufacturer from the list, add your equipment details and submit.

Prepare to be served.