Amidst nationwide lockdown, the appliances and consumer
electronics makers are using social media platforms and other online tools to
reach their customers, who are facing problems with products.
Companies — like Sony, Samsung, Panasonic, Haier and Godrej Appliance — are
leveraging Livechat, WhatsApp, DIY video as well as on-call assistance, and
helping remotely on real time basis as their service centres are closed in
compliance with the government directives.
Besides, some firms such as Haier has also extended the warranty on products
across all categories by two months after the lockdown is lifted.
“As the entire market is closed, we are educating our consumers through
videos and in case if any service intervention is required, then we have a chat
facility. We are also trying to do WhatApp calls (Video), in which both sides
can see what is happening and help the customers, in some minor changes, which
they can do themselves,” Godrej Appliances Business Head and EVP Kamal
Nandi told.
As the summer is knocking and use of air-condition is going to start soon, the
manufacturers are helping the customer with DIY video (Do it yourself) to clean
their machines themselves.
“Summer is here and AC will require servicing soon. We have developed a
DIY video helping people to clean their machines themselves,” said a
Panasonic India spokesperson.
The company is also active on social media, where its consumers can tag it and
share their issue.
The appliance and consumer electronic manufacturers have already suspended
manufacturing operations at their plant in compliance with the government directives
to prevent Covid-19 pandemic.
Sony India, which has suspended its call centre support, is requesting
customers through IVR message to visit the support page on its web site for
self-help and fill the service request web forms for the company to contact
them.
“Depending on the nature of the issue reported by a customer, the team is
providing self-help tips/steps, self-help video links and if needed seeking
consent with the customer to call back and extend resolution over phone as
well.
“Customers visiting our support page can also do Live Chat with our
customer care representative to resolve any queries on real time basis. In
addition to this, our support page has standard FAQ’s in place to assist
customers resolve their issues,” Sony India Spokesperson said.
While Samsung India, which has also shut down operations of its service centres
and customer call centres, is asking its customers to reach it through live
chat.
“We urge our customers to use our Live Chat facility to reach out to us
with any queries on their products,” said a Samsung India spokesperson.
Haier is also remotely helping its customers with their service queries through
multiple channels — which includes WhatsApp, Live chat along with its Careline
on toll-free numbers.
The number of COVID-19 cases climbed over 1100 in India, with the death toll
rising to 27, according to the Union Health Ministry.
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