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CONSUMER ELECTRONICS


HOMEINDUSTRIES – CONSUMER ELECTRONICS

Moving from transaction to engagement –faster, smarter, better solutions

MANAGE YOUR CONSUMER’S JOURNEY AND EXPECTATIONS
WITH BETTER CUSTOMER CARE SOLUTIONS

  • Industry's 53% revenue comes from product categories like Smartphones, tablets, LCD TVs, laptops and desktops.

  • Emerging products’ revenues increased by 101% YoY though they comprise only 5% of industry revenue.

  • Consumer electronics industry comprises of over 140+ products making it challenging for any large company to provide satisfactory customer support across the range

  • Knoah delivered 90% Customer Satisfaction for one of our clients which is a large company with 140 plus product range

  • Knoah launched web chat for a large client and achieved 90% CSAT while shifting 25% of total volume from high cost voice to low cost chat

  • Tech Support
  • Customer Care
  • Billing, Retention, Collection
  • Online Engagement
  • Sales, Cross-Selling, Up-Selling
  • Customer Loyalty Management
  • Back office service

  • Generate higher revenue with sales offerings
  • Generate more customer satisfaction and loyalty
  • Reduce customer support costs
  • Reduce leakages with our operational efficiency
  • Achieve Higher First-contact- resolution (FCR)

INDUSTRY OVERVIEW – CONSUMER ELECTRONICS

Faster, smarter, better solutions for moving from transaction to engagement meet your needs
Exceed your consumers’ expectations with better customer care solutions on every step of their journey.

The consumer electronics industry has always been one of the toughest – yet most attractive – battlegrounds for companies. Starting from product innovation, development and production to supply chain management and sales, this industry is driven by innovations and consumer-centricity at every level.

Managing customer experience at multiple touch points has been a significant driver in the success or failure of companies. Modern electronics constantly need updates or service contracts may include free upgrades. Some connected merchandise can even report its own service issues and alert the company when maintenance must be performed. This leads to a more involved relationship between businesses and customers. Given the fact the consumers’ decision making process has moved from linear to cyclical, a company’s ability to manage the customer journey from first contact to aftersales becomes more important every day.

  • The U.S. consumer electronics and appliance rental industry should reach 6 billion by 2019.
  • Smartphone owners rose from 35% of U.S. adults in 2011 to 64% in 2015.
  • Smartphone purchases increased between the first quarter of 2015 and 2016 as the market became more diverse.
  • Between 2015 and 2016, the global consumer wearable electronic device market is expected to grow 18.4%.
  • The amount of connected TVs in U.S. households will more than double between 2015 and 2020, from 415 million to 876 million.
  • The global 3D gaming market should see a compound annual growth rate of 14.2% from 2014 to 2020.
  • Only 1 in 5 consumers feels loyalty to consumer electronic brands.

*Source – Multiple Industry Reports and Online Resources

Modern customers need engagement, not a mere transaction

This is where we bring our expertise, to be your partner in hand holding your customers through their journey with you. While customer relationship management solutions result in consistent WOW experiences, Knoah strategies and turnkey products work as an extension of your brand and culture.

Knoah helps large consumer electronics companies launch web chat and grow from a handful of agents to several hundred committed customer service representatives. Knoah delivers seamless multi-channel customer support with integrated CRM solutions to a consumer electronics product company of any size

  • 47% of consumers shop around for the best price and services before making a purchase.
  • 89% of consumers began doing business with a competitor following a poor customer experience.
  • 40% of the most aggravating consumer experiences took involved electronics and online retail.
  • 58% of consumers used online stores to make at least one electronics purchase in 2015.
  • 56% of online shoppers abandon their cart because they don’t have access to sufficient product information.
  • Telecommunications and consumer electronics are the industries that receive the most consumer complaints on social media.
  • 90% of consumers said positive online reviews encourage purchase, while 86% said negative reviews affected their decision.
  • Only 15% of consumer electronics brands reward customer loyalty.

*Source – Multiple Industry Reports and Online Resources

As technology and product innovations bring in better, faster, smarter consumer electronics devices, they also result in more complex systems and backend processes.

The market is flooded with a wide range of products with ever expanding new features. This increases the need for high quality customer support. At Knoah, we specialize in a range of 100 plus products related to this industry. We also handle tech support for one of the world’s largest consumer electronics companies.

Knoah is recognized as a leading global provider of BPO and Contact Center Outsourcing Services by such bodies as International Association of Outsourcing Professionals (IAOP). We provide comparable services with the same outstanding results as huge corporations, but because of our size, we can offer more flexible, responsive interactions with our clients. This creates a much more effective partnership. As a leading provider of Business Process Outsourcing, we deliver customer-facing services which include voice, email, social media and chat support as well as non-customer facing services such as data/order entry and 3rd Party Agent QA services.

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