India has now been under a 2-month-long lockdown to contain the spread of Covid-19. The lockdown has forced upon us an unprecedented reality in which social distancing is the new normal which has wreaked havoc in the customer care service industry. However, amidst all of these insurmountable odds, VU televisions has managed to come out on top by serving 10,000 customers with a 100% success rate. Their customer care executives have worked round the clock to ensure that complaints related installation support, repair, software issues etc. are resolved in a timely manner.
Conducting customer care during times like these can be challenging, it requires a different approach and renewed staff training. Keeping this in mind, VU’s team was consistently being upskilled with various aspects of remote customer service. The company equipped all its customer care agents’ homes with the necessary technical and support software in order for them to work smoothly at any given hour.
While the lockdown brought the world to a standstill it also changed the way people consume content and consumption rates have risen within television, online gaming, and over-the-top (OTT) segments. Based on these new consumption trends, Vu Televisions is now gearing up for the launch of its new range. The all-new television is conceptualised to be a viewer’s best companion during situations like this lockdown by assuring top-notch quality viewing.
Speaking about the brand’s customer relations success and new product launch, Devita Saraf, Chairperson and CEO, VU Technologies said, “Television has become the center of entertainment with people because they are now confined to their homes. We had to ensure that our products offer a seamless entertainment experience. Binge-watching of television has become the choice of entertainment in most homes and we wanted to ensure that we provide the best viewing experience for the same which led us to develop our latest product range. However, we do not restrict ourselves to just new product innovations but also guarantee the best customer service. As soon as the lockdown was announced, we started orienting our customer relations teams to address the queries that would come up during such times. Our job is not over when the product is sold; in fact it begins from there. We ensure continued support and this is why we have a customer repeat rate of 91% today.”