Four new rules for after-sales support – the Tiliter way

Chelsea Larkin

The art of customer service is as old as society itself. The oldest customer service complaint we have was written on a clay tablet around 1750 BC, from a man called Nanni complaining he had been sold the wrong grade of copper*.

Four thousand years on, this complaint is all too familiar to retailers. In fact, 89% of consumers have switched to doing business with a competitor following a poor customer experience**. Gartner reports that 64% of people find customer experience more important than price when it comes to making a purchase. Businesses today recognise how important customer service is for customer retention – and at Tiliter, we’re no different. So how do we maintain a frictionless experience in a customer centric, product-led field? Here’s what you need to know about providing great after-sales support.

Painless implementation

Retailers with their finger on the pulse understand that digitalisation is coming – and fast. At Tiliter, we know that it can seem overwhelming to upgrade your tech and go through implementation and change management. But it’s vital in order to stay competitive, increase productivity and continue to offer incredible experiences in store.  

How can we make this as seamless as possible? By putting our retail customers first.  

Our implementation process is tried and tested. We have dedicated in-house software and hardware engineers who’ve tested our products and installation processes over and over until it’s right.  

Our deployment and installation teams know our products and the supermarket environment inside out and our operations team make sure things run smoothly from day one – retail tech is what we do.

Get it right, keep it tight

Once your Tiliter devices are up and running, we are experts at keeping them that way.  

Whether you're responsible for a family-run independent supermarket or an out of time big box supermarket, we offer easily accessible onsite and remote support services from in-house technicians and our highly qualified service partners and contractors.

At Tiliter, we’ve developed a bespoke remote monitoring and management system that helps us keep your computer vision systems working at optimal performance without skipping a beat. With proactive, preventative maintenance services part of our all-inclusive service and remote scale calibration, we want you to feel every confidence in your Tiliter device and the teams behind it.

Tailored service to meet your needs

We proudly offer service plans to meet your individual response time demands. Our service is available 7 days a week, 363 days a year (excl. Christmas Day + Easter Sunday) 7am-10pm (Local Time). And we also offer a 24/7 self-serve Information Hub.

We provide maximum support at every stage, and we think ahead – so you don’t have to. After all, that’s what great after-sales service really is: having your back.

Good service is good business

Nearly 70% of people attribute their good customer service experience to quick resolution of their problem. And those experiences can directly affect your bottom line - a study from Bain & Company shows that a 5% increase in customer retention can produce 25% more profit; but acquiring new customers costs anywhere between 5 and 25 times more than retaining existing customers. It just makes good business sense to take care of our customers.  

If you'd like to know more about what we do, take a look at our retail tech solutions here.

References

*https://www.guinnessworldrecords.com/world-records/537889-oldest-written-customer-complaint  

**http://harris-interactive.com/  

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Chelsea is a content writer at Tiliter who’s grown up in tech. Her specialities include UX writing, technical writing, AI conversational writing, and anything else cool that the word “writing” can go behind.

Chelsea is a content writer at Tiliter who’s grown up in tech. Her specialities include UX writing, technical writing, AI conversational writing, and anything else cool that the word “writing” can go behind.

Chelsea Larkin

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