'Next-gen experience centres involve utilization of a variety of media channels' 

Amrish Mahajan, Director – Customer Support, Acer India

Today, services are playing a significant role in customer satisfaction and retention. It is helping brands to generate loyal customers and strengthening the bond with them. These days, every brand is trying their best to offer finest services to the customers in order to spread a positive word of mouth. A satisfied customer refers your business to other individuals and eventually leads to more loyal base and sales. Companies are working towards understanding the changes in the consumer behavior and are adapting to them accordingly. An initiative to engage more intensely with customers, gaining better customer insights, and leveraging service propositions is helping brands grow revenuer.  Many popular businesses are using after-sales service strategies to consolidate sales and build customer relationships. After sales services are as important as product quality since, both equally helps to meet customer’s expectations. As social media becomes a business tool many companies are using social media to address service queries and grievances. A brand like Acer which has millions of customers not only have over 1400+ locations support across India but also introduced a dedicated service app to log complaints, track and interact. Technology and connectivity is helping business evolve and service support is a key segment of business which decides how the brand is perceived.

Acer has always believed in “Serve with honor and work with pride.” We provide clients with professional service and satisfy customer demands through innovation and steadfast intent. Acer has undertaken multiple initiatives in order to provide best services to customers. Our customer service initiatives includes - 24/7 support through online technical portal, diagnostic call centers, providing standby unit to customers in case of delay, on-site PAN India support, Priority channel Queue for Key customers at Call Center for quick access and resolution. Along with this, Acer has also lined up few programs like “Elite Customer support” program which specially focus on Key Customer segment. Acer also introduced “Service Camps” at key customer premises and Service Centers for consumer segment which are an integral part of AIL Support.

Further, Acer also hosts “Technical Assistance Centre (TAC)” that operates from Bangalore where ASP Engineers can take the technical assistance directly while on the customer call. For easy access to services, Acer brought in Acer Care Centre (ACC) App through Google Play, which offers quicker and efficient service to the customers. It enables customers to register and track their products, raise service requests, track repairs, warranty and view repair history, amongst others.

For corporates, Acer hosts “Key Account Management Program” under which monthly meetings with Corporate and major customers are carried out to review the services and SLAs. Alongside, Acer also provides customized service support to enterprise clients, where they can avail support at a time convenient to them and their business model. This practice has helped Acer amongst their ITES clients who work on different time zones. Apart from this, Acer has many another initiative in line which will further enhance Acer’s strong customer-service philosophy and will lead a step closer to improve the quality of services for customers. One of such initiative is E-support which allows key customer’s with multi-location branch offices, to centrally log, track & view the progress of incidence and can also spool periodic performance reports on call TAT, AFR etc. This also proves a point that how Acer India is transparent with their customers,