Consumer Electronics Success Story

Success Story

Home Appliances Company streamlines processes to cut support costs and improve customer satisfaction

A recognized home appliance brand provides warranties for a wide range of appliances and models sold through several retailers. Customer service agents struggled to identify specific models of appliances, the source and scope of customer’s issues, and warranty validity – based solely on verbal descriptions from customers.

Agent efficiency was below industry standards, and the brand found itself caught in a cycle of high agent burn rate, and worse, plummeting customer satisfaction scores.

Download this Case Study and learn how Visual Support helped the appliance company improve agent effectiveness, increasing customer satisfaction and dropping churn.

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