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Reduce product returns
Challenge
| As telecom products and services become
more sophisticated, it is common to
have customers complain about their
service or phone not working when in
fact the problem lies in some simple
configuration or setting. Faced with
an irate customer, most telecom operators
instruct their agents to offer clients
the option to replace their device.
Customers faced with lengthy calls and
agents without sufficient tools reach
for the product replacement option too
quickly. |
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Unfortunately for the customer, a replacement
device still may not work if the problem was
in the account or service configuration. The
challenge for the provider is that unnecessary
returns can be highly expensive, especially
those in the "No Fault Found" category.
Solution
eGain Guided Help enables you to capture best-practice
diagnostics into an effective front line system
for the call center or retail store and deliver
very significant results.
Typical results
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38% reduction
in handset returns |
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50% reduction
in “no fault found” handset
returns |
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FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
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