Service & Support
Improve customer experience by providing single touch access to support & services
Brands & Customers Disconnected
Research indicates a customer is four times more likely to buy from a competitor if the problem is service related vs. price or product related.
Brands face many barriers in delivering excellent customer service despite heavy investments in call and service centers.
Brands continue to operate in silos and are unable to gain a unified view of the customer from previous interactions.
Contact centers are failing to meet expectations due to customers migrating to texting, chat, smart devices and social channels.
Brands can leverage mobile devices to enable better self-service, problem resolution, and delivery capabilities which can reduce operations costs, while delivering superior customer service.
m-ize Service Solution: Streamline & Simplify Service
Using m-ize service app, consumers can keep track of products, warranties, and service plans in one place providing easier access to customer support on their preferred channel.
Brands can enable easy to use self-service by providing access to rich content including manuals, training videos, knowledge base, and community support. When needed, customers can initiate support request more conveniently via mobile devices avoiding long delays and call centers waiting lines.
Details such as product model, serial number, description, and images can be easily communicated from mobile apps leading to faster resolution and better service dispatch. Customers may schedule service, check status, and pay directly from their mobile device.
Brands can ensure first-time fix by providing knowledge, parts, and tools required for services. Brands can capture real-time feedback from customers on those services provided. Voice of the Customer (VoC) helps monitor and improve service performance, leading to better Net Promoter Scores (NPS).
Using Customer Central, brands can track all support requests, maintain knowledge base, dispatch service technicians, and manage service processes.
The m-ize Service Solution Smart Blox streamlines support and service workflows and integrates with enterprise systems of record to provide seamless customer interactions.
Brands gain a unified view of the customers by consolidating data from previous interactions and feedback. Using m-ize Customer Insights, brands measure and improve service performance and customer satisfaction. Brands will realize better Customer Lifetime Value (CLV) and grow revenues by providing relevant and targeted offers at service touchpoints.
Benefits to Consumers
- Enhances product ownership experience
- Eliminates queues & frustration associated with call centers
- Empowers customers for self-service
- Enables faster resolution to support & service issues
- Help from community of customers and experts
Benefits to Brands
- Gains efficiency, speed & value in customer service operations
- Results in satisfied customers & improved Net Promoter Score
- Lowers cost of support & service per customer
- Smarter Customer Engagement helps grow service revenue & profitability
- Decreases reliance on call center agents by providing 24/7 self-service
- Increases first-time fix rates & reduces cost of multiple visits
Realize Enhanced Customer Lifetime Value
Find out how m-ize Smart Blox can help your organization provide better service & support for your customers.
Contact us for a complimentary assessment and personalized demonstration.