Improving Customer Support and Engagement
Challenges:
A mobile app to assist customers in identifying the warranty status of the products and requesting support.
Industry
Communications
Solutions:
Mobile App to Improve Customer Engagement
Results:
The mobile app empowers customers to utilize their products better by enabling easy warranty status tracking and communicating with the support team.
Locations:
US
About the Client
Xorcom, a leading provider of business communication solutions since 2004, specializes in designing and manufacturing systems that support traditional PSTN and modern VoIP communication. To enhance customer experience, Xorcom sought a streamlined process enabling users to access relevant product information without hassle.
To stay ahead of the stringent competition of the communications industry, Xorcom needed a solution that would provide instant access to product information, enabling customers to make quick and informed choices. By improving accessibility and responsiveness, they aimed to enhance customer engagement, reduce friction in the buying process, and strengthen their competitive edge in the industry.
Case Overview
Fingent thoroughly analyzed Xorcom’s customer behavior and identified the need for a seamless mobile experience. To address this, they planned to deploy a mobile-based web application that would provide users with quick and easy access to essential product details.
This approach aimed to enhance customer satisfaction by ensuring that critical product information was readily available at their fingertips. The intuitive interface allows users to verify coverage details and request support whenever needed, streamlining the post-purchase experience. By implementing this solution, Fingent helped Xorcom improve customer engagement and optimize service efficiency.
CHALLENGES
Roadblocks Faced in the Existing System
Limited Accessibility for Customers to Product Information
Complex Post-Purchase Support Process
Customer Engagement Gaps
Lack of Quick Customer Support
Competitive Industry Pressure
SOLUTION
Fingent’s Approach - An Intuitive Mobile App to Improve Customer Engagement
The mobile-based web application provides Xorcom’s customers instant access to intricate product details. It enables users to seamlessly check warranty status, request support, and retrieve critical product information, enhancing their overall experience.
Request support
Get product and warranty details
Track products
Explore how our experts can turn your innovative
ideas into reality
BENEFITS
Making an Impact on Client Success
By streamlining accessibility and responsiveness, Xorcom strengthened customer engagement, improved service efficiency, and gained a competitive edge in the communications industry.
Customers are more connected with the products
Communication with users is more streamlined
Reduced customer frustration and improved satisfaction
Stronger relationships between Xorcom and its customers
