And as WDS reports, one in seven mobile devices are returned within the first year of purchase and 63 percent of the devices being returned are not actually faulty. Now consider this: The costs associated with these types of exchanges can range from $50-$100 based on the network operator s reverse logistics processes. And because the actual device problem was never addressed correctly the first time, the customer will likely experience these issues again, which can damage long-term satisfaction, loyalty and even cause a drastic decrease in the Net Promoter Score. What does this actually mean? For consumers, it means that, more often than not, they’re swapping their perceived ‘faulty’ devices for new ones or having to spend money on replacement phones. And the retail sales and customer service representatives aren’t always technically trained or skilled to diagnose devices properly. Mobile network operators often lack a true mobile diagnostics solution. For example, a customer might walk into the retail store of their wireless carrier and complain of short battery life or crashing apps – the types of issues that are typically symptomatic of behavioral issues, software bugs or third-party apps, as opposed to the device itself. Studies have shown that when customers head into the retail locations of mobile network operators with what they perceive to be a faulty mobile device, the problems are often related to behavioral or usage issues. $4.5 billion average cost of ‘No Trouble Found’ returns*.63% of returned mobile devices are not actually faulty*.1 in 7 mobile devices are returned within the first year of purchase*.The solutions also offer a user-friendly, visual description of their device health and performance, as well as the opportunity for customer service agents to educate them on behavioral and application issues that could be the impetus behind seeking support. But for mobile network operators with retail locations, where devices are either sold or serviced/repaired, it’s a daily struggle to stop ‘No Fault Found’ device returns at their source and boost their overall Net Promoter Score.īlancco Diagnostics advanced multi-platform solutions equip technical and non-technical customer service representatives to provide consistent, accurate and reportable diagnostics of smartphones and tablets. And most of all, consumers don’t want to be saddled with paying the hefty price for a replacement phone, if their device could be repaired. So when mobile devices show signs of trouble – be it a cracked screen, short-lived battery power, a faulty SIM card or something else – consumers want and expect to have the problem resolved quickly and properly. But at the same me, they’re also fault prone. And no one will deny that mobile devices are exceptionally designed, sleek in style and highly intuitive. Ericsson predicts that by the end of 2020, there will be 6.1B smartphone users globally.
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