To reduce customer costs and dissatisfaction in the post sales process, ANOVO has developed a range of Returns Avoidance solutions available in retail outlets, on the web or via a contact centre.
Consumers are taken through the diagnostic process over the phone, ensuring that only mobile phones that need repair are returned. This solution takes advantage of ANOVO’s 15+ years in mobile phone repair. Currently deployed with a major European mobile operator it has achieved in excess of 30% reduction in returns and delivers considerable savings.
The ANOVO POD is a full-size, standalone unit designed for use in a medium to large retail store environment. Available for mobile phones and set-top boxes, it offers interactive question-and-answer sessions that take end-users through common set-up and usage difficulties. The POD also includes video tutorials to assist customers in product reset and feature set-up. The POD takes them through a series of diagnostics checks and includes self–service, software upgrade facilities.
The POD can reduce returns by 28%. It is also available in a compact desktop version for use in smaller format stores or can be installed on existing in-store PCs.
Available as a fully configurable online solution, the ANOVO web solution uses the same knowledge base as the ANOVO POD. A full reporting suite (by phone type, OEM, store, end user, etc.) is available via ANOVO’s reporting web portal.
As each keystroke is captured, we are able to continually optimise the process by analysing the steps taken during each customer interaction.
Ron Harckham, UK Sales Director