Case Study: Consumer Electronics
HGS achieves AHT, CX improvements for consumer electronics leader
An omnichannel (including social media) approach decreases abandonment and improves consumer connect rate
This partnership shows great promise for continued innovation, with an expanding role for HGS. “The client looks to us for essential inputs as to their customers’ issues and needs,” said Alan Roxas, HGS Senior Operations Manager. “We help them keep their brand top of the line.”
Recently HGS has won awards for our partnership contributions. In one recent benchmarking report, HGS bested all competitors as a valued outsourcing partner. HGS helped the client rank number one for customer care for both printer and projector lines.
Looking ahead, the client has inquired about HGS’s texting capabilities and CSAT survey. There are also talks for HGS to assume call centers in other geographies—a sure sign of HGS’s success as brand ambassador for this consumer electronics leader.