Consumer Support

Millions of consumers across the globe buy technology products for which they demand technical support. Consumer support has a different rhythm to it and hence the corresponding challenges are unique as well. At Wipro, we focus on the following imperatives to consumer support:

Support base

The end users can be students, working professionals, or housewives who may not be tech savvy. They can also be finicky about the accent in which the support agent is talking. Hence the user delight is not a factor of technicalities but that of the "look and feel experience". Wipro gives focus to cultural sensitivity and accent alignment of the support engineers with the supported geography and target segment. Multi-lingual as well as multi-location capabilities give Wipro the added advantage to provide near native language experience.

Supported products

The complexity is not a challenge here as the products would typically be of medium to low complexity in nature. A lot of consumer technical products present a lot of up-selling opportunities. Hence it is important that the support team leverages any cross selling/up selling opportunities along with the basic service of providing technical assistance. At Wipro our approach is not only to provide best in class Technical Support Services, but also to add to our client's revenues through the technical support centers.

Delivery

The consumer support industry is highly process driven. A standard operating procedure (SOP) needs to be developed, implemented and followed religiously. There is also a need to review the SOP from time to time to ensure that the one being followed is indeed the best fit as per changing consumer needs. Hence, at Wipro we lay emphasis on the process rigor and impart adequate training to ensure effective implementation as well.

Availability

When compared with enterprise support, non-availability of support services in consumer support might not have business critical implications, but at the same time, its importance should not be undermined. Due to lack of technical know-how, the consumers are averse to self service options and support from the product company is often their first and last resort. Non-availability will only annoy the customers and the brand may lose out due to negative "word of mouth" publicity. Wipro provides 24x7x365 non-stop support to ensure availability of the support service as and when required by the end users.