B2X Care Solutions has unveiled a platform that adds in-store, phone and automated services to its backend customer care products.
The SMARTSERVICE platform is intended to provide a customer care solution aimed at consumer electronics businesses, including manufacturers, insurance providers, mobile network operators and retailers.
"As devices become a bigger part of consumers' lives, we have witnessed the growing impact that service and support has on customer experience and long-term perception of consumer electronics brands," says Karim Barkawi, B2X CEO. "B2X supports brands with integrated customer care services, which combine front-end resolutions close to consumers and industrial repairs in the back end."
Fragmented service networks can cause weaknesses in the customer service chain, says B2X, resulting in unstable performance, while a closed-loop customer support service is able to provide a more uniform experience and streamlined operations.
The new release is designed to unify customer service from device purchase, through set-up, to troubleshooting and support. It incorporates four new front-end products: an in-store service for retailers, network operators and manufacturers; a self-help tool that allows customers to troubleshoot on their own; an online support solution incorporating e-mail, live chat and phone; and a service solution that uses smartphones and tablets.
These products are added to B2X's backend solutions, which incorporate logistics, repairs, parts and recovery. The service is intended to provide a one-stop customer care solution, but also to produce a lower, more predictable cost of ownership, and a hands-off, partly automated solution. According to B2X, a unified customer service solution will allow organisations to focus on their core business and customer relationships.
The various solutions may be connected and integrated by B2X's Operations Management Services division, which provides a unified, managed service. The new release is available now.
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