电子和高科技行业客户服务和支持.pdfVIP

Accenture High Tech Solutions Achieving high performance through superior customer service and support 2 Electronics and High-Tech As they grapple with the challenges of a dynamic and fast-growing industry, electronics and high-tech companies find that providing superior support and service to their customers has become a major determinant of market leadership. Yet, recent Accenture research shows that • Managing content for use by customer By working with Accenture to adopt such few electronics and high-tech companies service representatives as well as capabilities, several leading electronics excel in this area, leaving them vulnerable customers themselves to solve service and high tech companies—including EMC to competitive advances and customer and support problems Corporation and BEA Systems—have defections. In response, Accenture has • Identifying—and consistently delivering— dramatically reduced their cost to serve developed a suite of offerings in Customer the kind of experience that pleases customers while significantly improving Service and Support, which help electronics customers and keeps them coming back the customer experience and customer and high-tech companies address the most for more satisfaction. In the process, these companies impactful service areas including online have illustrated what Accenture’s ongoing • Optimizing the use of customer self- customer support, customer contact, research has revealed: that bolstering one’s service chan