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
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.
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.