Element Electronics - Customer Service Department of the Year
Company: Element Electronics, Winnsboro, SC
Company Description: Element started in 2007 with a simple belief – every home should have access to TVs with the latest technology. After a few years, we decided we wanted to do more; in 2014, we opened our factory in Winnsboro, South Carolina, making Element the only major TV company assembling TVs in the USA.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
Nomination Title: Element Electronics
Element Electronics was born in 2007, but 2018was the year we as a company woke. We sold our TVs and didn't invest in our end consumer. That is hard to imagine -but we came together, hired a whole new customer service team, Zendesk was our new CRM platform, invested in extensive training from our engineering team in South Carolina for agents, increased training from a few days to a full two weeks in the lab and additional two weeks live on phones, before going solo. The team came together and put in the hard work. We continue to drive our business to higher standards from July to now.Our commitment to customer service is shown in the character of our people—empathy, patience, courtesy. It’s a pleasure to serve our customers. Making state-of-the-art technology accessible means supporting our customers for life. If you have an Element product, we're here for you 24/7.
Element Electronics started in 2007 with a simple belief - every home should have access to TVs with the latest technology. After a few years we decided we wanted to do more;in 2014 we opened our factory in Winnsboro, SC., making Element the only major television company assembling TVs in the United States. The benefits for our customers quickly followed including higher quality products, better customer service, and fewer store returns. Our South Carolina team provides meticulous hand-assembly and quality checks, resulting in TVs that we are proud to sell to our friends, neighbors, and families. In 2019 and into 2020 we added appliances to our list of products we offer our customers. Please check out our 5-year anniversary video and meet our Element Electronics family.
https://www.youtube.com/watch?v=XlxFuowpBj0
ACSAT score of 80%is usually tagged as a gold standard for excellent performance. Industry standard per ACSI is 78% in 2021. The results speak for themselves, as do our 58 service agents, and leads — a team available 24/7/365 to support customers.
During 2018 our CST was at a low 32%. In July of 2019 our CSAT was up to79%.
Customer satisfaction is currentlyrated at 90%, a gold standard of excellence, improving another 11% from 2019.
Time spent on hold plummeted by 52%.
Due to our meticulous training additions our one-touch resolve increased by 18%.
The KammieBot was born — a virtual customer service representative and the front line of our customer experience.
We added a help center support page to our site, powered by Zendesk to help our customers gain knowledge for our products.
Partnering with RouteThis streamlined our troubleshooting process, using the platform to find and repair connectivity problems quickly in our world of Wi-Fi.
To continue growing in accessibility, our customer experience team added multilingual agents.
Attached is the ACSI Household Appliance and Electronics Study 2020-2021. Please note, we have a team of agents that go and interact with our DSAT cases. The agents reengage with the dissatisfied customer to see where we can help make their experience satisfactory. Examples of some of the reengaged resolutions:
Warranty expired - we extended the warranty and honored their warranty claim.
Customer couldn’t buy the TV at the same sale price, so we increase the amount of the refund check so they can purchase another one of our products.
We have sent upgraded size TVs to improve their satisfaction, so if they purchased for example a 32” Element TV or Walmart brand – we will increase the size and ship them a 43” – 50” TV.
Sometimes we just don’t get it right in the end, we send customers a Starbucks gift card so they can a few cups of coffee on us.
Here are just a few of our satisfied customer comments:
To Whom it may concern. Working with your customer service team has been one of the most reassuring experiences that I’ve ever had working with a large company.
No matter who I talk to. They're very understanding and very helpful. Thank you again for everything. Mike Escriba
Seriously so helpful!!!!!! and very very responsive and attentive. amazing customer service
Due to our increased volume of sales, it increased our call volume 48% during the 2020 COVID peak, yet time spent on hold dropped by 52% and customer satisfaction improved by 11%. A CSAT of 80% is a gold standard and we are at 90%. Walmart recognized Element Electronicsas its #1 supplier and Element Electronics was awarded business from Walmart to be the source manufacture for their brand of TVs in 2019 to current times. The numbers are impressive, and we know why. It starts with people. The qualities of our proud service agents’ cascade into business success and happy customers.
Happy Customers Comments:
Ashley was very helpful, she did everything she could to resolve the issue with my TV. Her patience and customer service deserves 5 gold stars!
Agent was very patient with me and walked me thru the process of getting the tv working correctly again. Again, thank you so much. Be safe
Can't thank Bruce enough for his patience with me and directing me to get my tv up and running. A great customer support person. An asset to your company. Kudos to Bruce. Great customer support!!!
I rate Anna's assistance a 10 of 10 for positive analysis of my problem .
Her analytical skills are first rate.
I am very pleased with Anna's accuracy in answering my question.
I am back in business, thanks to Anna!!!
Bravo Anna!!! good work!!! Gardner