Tuesday, November 19, 2013

#FutureOfCustomerService Challenge by Videocon D2H Solution by Avantika @stunningmoon

#FutureOfCustomerService Challenge by  Videocon D2H Solution by Avantika @stunningmoon

The challenge-

Suggest a technology solution to improve the SLA for customer complaint resolution.

My Solution-

Create a app that will be compatible with Android , iOS and have a mobile site too for those who don't have access to smartphones.

This app/mobile site should be cloud based, hence all the data submitted can be viewed by Videocon engineers from their end.

Customers have to register using their Videocon D2H details, once they do that they can submit a complaint registration anywhere any-time by simply filling a small form stating the nature of their problem, address, contact number, preferable timing for engineer to visit, etc.

Once complain is registered, customers get a complaint number which they should be able to track from this app itself, the current status i.e. For eg. Complaint Registered - Complaint Under Process - Engineer allotted - Complaint Closed (Something like that.)

Also, for the benefit of Videocon D2H, customer should not be able to raise another complaint until & unless the previous one has been closed. Sometimes people keep complaining repeatedly for the same problem.

Along with this, if customers complain on social media platforms like Twitter / Facebook, a dedicated team should be present to respond to these complaints, or at-least direct them to this app/website.

Thank you,
Avantika Chitlangia