Element Wins a Stevie for Service Provided by Goodbay

Case Study | Consumer Electronics

Element Electronics is a leading US-based Smart TV manufacturer with sales and distribution through Amazon, Walmart, Target, and other major retailers.

Element’s televisions are sophisticated, connected devices. When customer support reps struggled to resolve issues, it was quickly uncovered they lacked skills to troubleshoot complex concerns, as well as insights and scripting to fix problems. This led to ticket backlogs, negative online reviews, and costly product returns.

Goodbay deployed technically-skilled agents to quickly diagnose product issues and help customers integrate TVs into home WiFi and digital ecosystems.

In this case study, learn how we:

  • Reduced support call volume by 20%.
  • Improved CSAT by 38% within 9 months.
  • Lowered RMA turnaround time by 64%.
  • Applied best practices to improve the customer journey.

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To learn how an analytics-driven support strategy can allow everyone involved in the business to hear – and learn from – customer data gathered by frontline agents, download now.