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
Order sales and support
Increase conversions by leveraging chat analytics
Self-serve
Troubleshooting made easy without needing a human
Tech support
Mobile camera solutions to create effortless experiences
Warranties and repairs
Analytics to provide insights into warranties and repairs
Solutions for every stage of the customer lifecycle
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
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
Delivering breakthrough sales and expanding front- and back-office B2B, B2C support for consumer appliances company
Bill
Business problems
Back-office optimization, expense, billing, and invoicing
Solutions
- Billing specialists
- Digital experience
- Intelligent automation
- HGS business process optimization
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
Business problems
Account management
Solutions
- Tech support specialists
- Digital experience
- Data + analytics
- Intelligent automation
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
Retain
Business problems
Cancellation and returns
Solutions
- Retention professionals
- Digital experience
- Data + analytics
Business problems
Online reputation and reviews management
Solutions
Business problems
CSAT & NPS® surveys
Solutions
- Data + analytics
- Digital experience
Business problems
Voice of customer and feedback
Solutions
- Data + analytics
- Digital experience
Technology thought leadership and resources
It’s time for an upgrade
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.
Industry-related case studies
