Why did Panasonic build its own call center?
Panasonic’s European customer service team was established in 2006 in Cardiff, where we house a European repair center, field support team and multi-language call center to cater for B2B customers and to achieve customer satisfaction.
Panasonic quickly realized through listening and learning from our customers that B2B requirements are critical to effective operations and financial performance, and therefore Panasonic modelled the CS organization with the sole vision of becoming the No1 Company for customer satisfaction in the B2B market. Every day, we endeavor to continually improve our customer satisfaction level with system and training enhancements, and we’re seeking to extend the remit of the team to cover a greater number of products and territories. In addition, we’re turning our business round from one which operates entirely reactively to one which is proactive and predicts when maintenance and repair are required.
Panasonic is striving to provide added value to our customers’ operations. We are building bespoke managed service solutions and also machine-to-machine (M2M) services. One such example is our new CARES scheme. Using the latest M2M technology, this enables the customer service center to communicate directly with our products via 3G or 4G wherever they are installed. We can do status checks, performance monitoring and even predict any problematic issues that may occur. This allows Panasonic to take preventative action before any problem has occurred at the customer side. Much of the time, the customer wouldn’t even know anything is wrong.
To aid effective communication with our customers, Panasonic has built various methods for interaction. We have expanded the options from purely telephone and email to enhanced services where customers can manage all service interactions by telephone, email, website queries or even through a service application on their smartphone (iOS and Android).
At Panasonic, the number one aim is customer satisfaction. This drives our employees in all daily jobs, no matter if this is manufacturing, design, sales or after-sales customer service. They are committed to ensuring we make our customers’ lives and experiences with Panasonic products and services as good as they possibly can be
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(Source: www.business-reporter.co.uk)