With an average CSAT of 78%, technology retailers face the challenge of maintaining customer satisfaction at present levels. No fault found returns, which on an average account for 2 to 3% of sales, lower the CSAT and also increase costs.
Technology retailers today face unprecedented competition from various channels. A consequence of this competitive pressure is the urgent need to differentiate, increase share of wallet and loyalty, while improving profit margins. No fault found returns add to the margin pressures and create a poor customer experience.
Retailers can use Digital Service Cloud to not only reduce the vulnerability of their customer relationships but also to drive higher satisfaction levels. Customers can be offered paid tech support for multiple brands across multi-stores and multi-vendors in a streamlined and cost-effective manner. The sales recommendation engine and support automation capabilities of Digital Service Cloud can help drive attach rates and improve customer engagement.