Customer Service in Electronics

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 this industry. That is why the first step is to offer solid customer support in electronics.

Why outsource your Electronics customer service to Salesupply

Electronics customer service solutions

Customer service complexity

Customer care for consumer electronics 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.

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Customer Service FAQs

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 customer service 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.

How 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. 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.

Segway-Ninebot EMEA
Segway-Ninebot EMEADennis Hardholt / President at Segway-Ninebot EMEA
"Working with Salesupply helped us manage the complexities of international markets."
Bissell
BissellHenrique Nogueira / Sr. Insights and eCommerce Data Specialist
"Salesupply helps us drive sales on digital marketplaces and provide customer support that our brand promises."

Customer service cases

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