Technology Driving Change In The After-Sales Service Industry

Enterprises are leveraging many technologies that offer seamless customer experience like smart ticketing, digital dashboards, digital payment mechanisms, central inventory, upcountry modules and cloud storage

- Anuj Aggarwal

Encountering product-related hassles after making a purchase is a common issue faced by many consumers. It could be after buying a television or during the payment of a Netflix subscription. Such issues often annoy consumers and make them impatient to look out for quick solutions. Moreover, with the upsurge of more and more communicating channels, it is even easier now for consumers to post complaints on a brand’s social media page, which could adversely impact the brand’s image.

As a result, employing a decent after-sales service team that can patiently handle customers and resolve their issues throughout the product lifecycle is imperative. This will ensure happy customers and help the brands retain them for a lifetime.

But, is there a way to make this segment more efficient? Absolutely!

Technology has touched almost every domain in the world. It has not only enabled brands to create innovative customer offerings, but also helped them shape the overall customer experience. AI, IoT, AR, all are perfect testimonies.

Let’s look at some of these technologies and their impact on the after-sales services segment of consumer electronics brands: