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Industry: Consumer Electronics & Technology

Introducing the next-gen customer experience for consumer electronics


Your technology offerings are constantly evolving; your customer service should, too

Our areas of expertise

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Order sales and support

Increase conversions by leveraging chat analytics

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Self-serve

Troubleshooting made easy without needing a human

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Tech support

Mobile camera solutions to create effortless experiences

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Warranties and repairs

Analytics to provide insights into warranties and repairs

Solutions for every stage of the customer lifecycle

EngageBuyBillCareRepairRetain
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Engage

Business problems

Design a digital CX and journey that is human

Solutions

  • Consumer journey mapping and design workshops
  • Data + analytics

Business problems

Customer acquisition and lead generation

Solutions

  • Campaign management
  • Data + analytics

Business problems

Brand awareness

Solutions

  • Digital experience

Business problems

Brand reputation

Solutions

  • HGS EPIC™ Social Care

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HGS advances paint company with breakthrough digital expertise

Read more

Buy

Business problems

In-store or online purchase

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Increase average order values

Solutions

  • Sales professionals
  • Digital experience
  • Data + analytics

Business problems

Decrease shopping cart abandonment

Solutions

  • Data + analytics
  • Digital experience

Business problems

Personalizing offers

Solutions

  • Data + analytics
  • Digital experience

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Delivering breakthrough sales and expanding front- and back-office B2B, B2C support for consumer appliances company

Read more

Bill

Business problems

Back-office optimization, expense, billing, and invoicing

Solutions

  • Billing specialists
  • Digital experience
  • Intelligent automation
  • HGS business process optimization

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Near-shore solution drives innovation and cost transformation

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Care

Business problems

Customer service inquiries and feedback management

Solutions

  • Customer care ambassadors
  • Digital experience
  • Data + analytics
  • Intelligent automation

Business problems

Online, same day, subscription order management

Solutions

  • Customer care ambassadors
  • Digital experience
  • Data + analytics
  • Intelligent automation

Business problems

Order status updates

Solutions

  • Intelligent automation

Business problems

Account management

Solutions

  • Tech support specialists
  • Digital experience
  • Data + analytics
  • Intelligent automation

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HGS website portal achieves 97% resolution rate online in just 90 days

Read more

Repair

Business problems

Returns, exchanges, and cancellation management

Solutions

  • Retention professionals
  • Data + analytics

Business problems

Tier 1–4 level technical support

Solutions

  • Technical support professionals
  • Digital experience

Business problems

Warranties and repairs

Solutions

  • Warranty and product support professionals
  • Digital experience
  • Data + analytics
  • HGS business process optimization

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Driving new revenue, efficiencies, and industry-leading CX

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Retain

Business problems

Cancellation and returns

Solutions

  • Retention professionals
  • Digital experience
  • Data + analytics

Business problems

Online reputation and reviews management

Solutions

  • HGS EPIC™ Social Care

Business problems

CSAT & NPS® surveys

Solutions

  • Data + analytics
  • Digital experience

Business problems

Voice of customer and feedback

Solutions

  • Data + analytics
  • Digital experience

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HGS empowers retailer with more actionable VOC survey andanalytics

Read more

Technology thought leadership and resources

It’s time for an upgrade

Link to: Delivering cocreation collaboration to support scale reduce costs by up to 50% for a technology client
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Case study

Delivering cocreation collaboration to support scale reduce costs by up to 50% for a technology client

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Whitepaper

Innovating analytics in customer care beyond the Voice of the Consumer

Link to: HGS website portal achieves 97% resolution rate online in just 90 days
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Case study

HGS website portal achieves 97% resolution rate online in just 90 days

Follow a manual added link
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E-book

Digital transformation for contact centers

We deliver competitive, next-generation customer experiences

Changing consumer demands, shrinking operating margins, IoT, quality and longevity, startup financing, supply-chain challenges, finding talent, cybersecurity, robotics, and AI are changing the way electronics and tech organizations operate. Innovation and speed to market are key in this industry. Our HGS PULSE analytics platform leverages technology to bring teams together, reduce costs, and promote data-driven decision making. Our EPIC™ Social Care solution ensures you are equipped to monitor and manage the product reviews and inquiries that can make or break a brand.

Providing exceptional technical support

Without a live agent

How do you intelligently route contacts to the best (and least expensive channel)?

Using HGS’s proprietary Smart Channel Selector, we drove a 70% reduction in total cost of ownership while resolving 97% of customer inquiries through online self-service.

Learn how

Industry-related case studies

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HGS deploys 100+ cloud experts for multinational tech company within 2.5 months

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Building a lead generation contact center solution with Amazon Connect

Improving candidate screening process with recruitment process outsourcing (RPO) and Amazon Connect

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Contact center migration: Creation of contact flows achieved with Amazon Connect

View all case studies

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