'After sales plays a crucial role in building a brand's credibility'

Balgound Chougula, VP- Customer Support & RMA, D-Link (India) Ltd

Customer engagement is a long term commitment and after sales plays a crucial role in building a brands credibility. Customers are sensitive towards brand reputation, and are constantly looking for friendly local after sales support.  
 
D-Link has made huge investments in developing a state-of-the art service support infrastructure in India. Today D-Link reaches out to its customers in 150+ cities through its own D-Link Service Centers (DSC), which is support by its wide network of D-Link Service Partners (DSP) and Partner Courier Pickup (PCP). Further D-Link offers ‘Service at your door-step’ for Broadband, Wireless and 3G Lifestyle products with D-Link Direct Service (DDS). Further Advance Replacement Next Business Day Warranty (AR-NBD) by D-Link is a premium support program designed exclusively for enterprise customers, wherein it offers hassle free quick resolution through a dedicated tech support team, along with advance replacement facility to customer location at zero additional cost. It is indeed D-Link’s unique service support model that has enabled it to sustain our customer base & also retain our leadership position in networking technology domain.

Customer engagement across various platforms is very crucial for business these days. With the advent of technology & especially internet, people are constantly looking for immediate solution. We at D-Link have invested in delivering exceptional customer experience through our service model – wherein we offer service right at the comfort of their door step through DDS (D-Link Direct Service). Further we have also launched service center at all major cities.  Thesecenters offer facilities for customer demo, product testing and problem simulation, quick replacement, along with accessories sale.

In today’s dynamic world a brand is as good as a customer’s perception basis his last experience with the brand. Hence it is imperative for brands alike to constantly engage, build a sustaining relationship with the customer and make their journey with the brand effortless. New age tools like social media, apps, chatbots allows brands to effectively connect, communicate& enhance customer engagement experience.