Case Study: Consumer electronics
HGS website portal achieves 97% resolution rate online in just 90 days
Consumer electronics company realizes reduced costs via fewer calls, more questions answered with HGS Web+Help
We couldn’t be more delighted in our HGS partnership and we look forward to the future and what it holds for our customer.”
— Director, Customer Experience
Consumer Electronics Company
The partnership has been strong, as evidenced by services expansion. In late 2014, the client’s executive team added to HGS’s DVD and TV solutions portfolio, by rewarding HGS Philippines with another product line. This HGS solution is consumer centric, starting with an HGS-designed,-built, and -managed consumer self-service portal branded as “client” USA. Additionally, HGS provides multichannel support services for FAQs, downloads, auto chat, video, and live chat, with our breakthrough DNA solution. This device-agnostic platform is designed with a mobile-enabled customer in mind. DNA leverages company knowledge and bridges channels of interaction with an emphasis on empowering self-service while seamlessly integrating agent assistance. Comprising knowledge management, CRM, and analytics capabilities, DNA empowers self-service and addresses this client’s customer queries at the earliest touchpoint, for optimized customer experience.
How we do it
How we do it
HGS realized the need for more data to reduce call abandonment and AHT and so, established benchmarks in the first six months. After this exercise, HGS developed strategies for gaining product and consumer insight, selfservice, and call deflection.
HGS helped this client to achieve significant results in less than a year. As a result of HGS’s efforts, the client now has diverted contacts for 20,000 fewer calls/month. And average handle time (AHT) has been reduced to 477 seconds from 683 seconds.
How we do it
To align with the client mission, HGS-client collaboration has included building solutions infrastructure, with:
Innovation via new tools and resources.
How we do it
HGS committed to run the program for six months. HGS collected data, to be used starting in month four. This data provided the client a successful customer engagement plan.
With HGS data collection and analysis, we have been able to achieve, for this client, consistent standards and benchmarks for measurement of growth and use in strategic solution planning
This partnership has showed strong performance for the client, specifically in terms of AHT, service level, abandon rate, quality monitoring, customer satisfaction, sales conversion, first contact resolution, and cost-per-contact.
97% of customer inquiries are resolved online with no agent interaction
~70% reduction on total operation cost due to our award-winning performance
20,000 fewer calls/month
477 seconds average handle time (AHT), from 632 seconds in the first six months of operations
37% decrease in operational and IT resources,
from 110 agents to 69
and benchmarks for measurement of
growth and use in strategic solution planning
In addition to the self-service web portal, HGS helped unify customer engagement by creating a new agent training curriculum tailored to the client’s DVD, TV, and other product lines. This enhanced training program, combined with a comprehensive back-end knowledge base allows agents to provide exceptional knowledge-based assistance.
In only the first year of this partnership, HGS created a best-of-breed customer care operation. The seamless transition of call center locations has delivered a strong brand experience across multiple contact channels, with innovation playing a significant role in expansion of these channels. As HGS continues to focus on multi-channel consumer and product insights, we have spent several months working with the client on the design and launch of a new consumer printer self-help portal. This portal employs the HGS Intelligent Contact Monitoring algorithms to identify customer needs and communicate product-relevant information in the preferred consumer channel. This includes channels of Auto Chat and Product How-To Videos produced by HGS, and a host of other self-service tools.
The client-HGS partnership is built on a strong foundation. The client’s decision to expand this partnership to another product line is one early signpost of success.