Consumer Electronics

Background

Heightened customer expectations and the speed of innovation in the consumer electronics industry have created a need to adapt faster than ever before. For every customer that is brand loyal there are many more that will shop around for the better deals and will not hesitate to switch brands. In the consumer electronics industry, only 20% of customers exhibit loyalty to their current brand, with 47% indicating that they intended to search for a better offer. Keeping customers loyal requires exceptional customer experience.

Case Studies

BPO Solution

Reliable Support for Tech-savvy Customers

Our client is a leading consumer electronics company. For the past four years, Scicom has been involved in redesigning their overall customer experience, moving away from disjointed touchpoints to focus on delivering superior customer journeys. We have focused our attention on managing each individual interaction, enabling our client to improve customer satisfaction (CSAT), service levels, and first call resolution.

Articles you might be interested in

June 11, 2021

4 Catalysts to Achieving Customer Experience (CX) Excellence

The best way to build customer loyalty is by continuously improving customer experience (CX). In this article, we highlight 4 ways to improve your CX strategy for maximum customer retention.

September 9, 2021

5 Elements of a Thriving BPO Partnership in 2021

BPO partnerships can last a single contractual period or years, depending on the relationship between client and vendor. In this article, we reveal the key elements of a thriving BPO partnership to achieve sustained, long-term growth.

October 29, 2021

The 3 Most Important Customer Agent Soft Skills

As a people-driven BPO, Scicom prides itself on hiring the best local and global talent to serve our clients. In our latest Insights article, we highlight the 3 most important soft skills customer support agents should have to deliver excellent customer service.

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Thinking of joining our team? Reach out to our HR department at hr.recruitment@scicom.com.my for career opportunities and all HR-related questions.

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