Premium Support
CSS Premium Consumer Support, an extension of our existing support system, is based on our commitment to provide highly-evolved, innovative, cost-effective and customer-friendly solutions. We leverage the Premium Consumer Support model to go beyond the confines of product/service offerings and to meet and scale customer requirements at various stages of product ownership and service procurement.
Some of its key benefits:
- New source of revenue
- Expanding customer loyalty by offering value-added services at competitive rates
- Driving additional product sales through technical support as part of package when purchasing electronic/computer products
- Establishing higher levels of customer loyalty associated with a single brand
- Enhancing customer experience through easy access to technical services
- Greater penetration into existing customer base
Direct-to-Consumer Premium Support Model Expertise
- Leveraged extensive exposure to on-line and retail marketing to help build high-end competencies in this space.
- Pioneered the concept of "Pre-paid Technical Support Cards" by introducing them to the retail market through Wal-Mart.
- Created close contact with customers directly to understand their buying behavior, hierarchy of needs and expectations of technical support.
- Converted the customer support function as a value added service - from a "cost center" to a "cost containment, content and profit center".
- Optimized OPEX through resource utilization, reduction in cost and deployment time, and increased scalability.
- Focused on up-sells, cross-sells and pro-active bundle offers, considering the cost of acquisition of a customer is much higher than the cost of retention.
White-label Premium Support Model Expertise
- Experience of creating partnership models for large consumer OEMs and end-to-end delivery chains and processes to leverage their existing business potential and resources, backed by expertise in creating support systems which clients can leverage for re-branding.
- Successful customization of the model, as per the needs of the customer to evolve specific subscription models for individual consumers, small businesses and SOHO.
- Constantly reinventing services through knowledge engineering initiatives.
- Opportunity for OEMs and retailers to focus on their core functions instead of diluting their core business by diversifying into non-specialist functions.
Co-branded Premium Support Model Expertise
CSS has the experience of joint venturing with clients to widen our technical support services to a larger market and to penetrate the existing market. CSS has capabilities in extending its existing services to:
- Support for out-of-scope calls
- Single-shop support for all devices
- Pre-premium subscription cards
Creative value-adds
- Website development
- Creating and managing collateral and marketing communication
- Conceptualizing, designing and building emailer campaigns
Website Development
CSS has the expertise to develop and manage clients' websites that cover the entire gamut of activities - from conceptualization and frameworks to layout, content and design.
Creating and Managing Marketing Communication/Collaterals
CSS has expertise in creating and managing all marketing collaterals such as brochures, banners, stickers and newsletters for the client.
Emailer Campaigns
CSS executes advanced marketing campaigns for clients to reconnect with their existing customers by leveraging our in-house CRM tool.
