The Challenge

Consumer Electronics is defined by constant change. Consumers have come to expect speed, accuracy, and customization of service via the channels that they want, or they will switch to another solution. Concentrix partners with clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization and business improvements. We’ve streamlined front and back office and industry-specific processes to provide the highest value from every customer interaction and to deliver improved business outcomes.


Building Loyalty, Expanding Revenue

Fast technological changes, quick product obsolescence and rising consumer expectations put consumer electronics companies under constant pressure to focus on cost efficiency and innovation. Consumer Electronics has always experienced rapid technology changes, yet the major technical and innovative cycles now happen faster than ever. Because consumers are savvier, more empowered and demanding than ever, modern products require more integration, compatibility and breadth of features. In such a complex climate, enhancing customer experience and providing excellent customer support are the keys to getting a competitive advantage. By doing so, you not only gain loyalty, you also open the door to expanding your revenues by selling extended service contracts and related products. Our continuous flexibility and agility have allowed us to anticipate changes in the marketplace and to capitalize on the opportunities those changes present. In every circumstance, we’ve sought to transform the customer experience by providing the highest value in every customer interaction.


At Concentrix, we approach these market challenges as opportunities, with a balanced use of technology, know-how and operations focused on our clients’ desired business outcomes. That applies whether the need is pure cost optimization or a complex combination of revenue plays and end-to-end cost to service. Our success has allowed us to build many strong partnerships in the Consumer Electronics industry around the globe. We utilize Omni-Channel Voice-of-the-Customer (VOC), our industry leading technical and product support capability, coupled with customer effort scoring. This combination ensures that your customers can efficiently find solutions to their inquiries whenever and however they want. This integrated approach also leads to an optimal brand experience while reassuring the empowered consumers that they have made the right purchasing decision.

Improved CSAT

Our services are easily tuned to your specific business needs. Beyond the expected service outcomes of customer satisfaction or revenue generation, Consumer Electronics’ providers rely on specific results that directly drive customer satisfaction, such as first call resolution, total cost per incident, or minimizing service returns. Applying Concentrix services to these specific industry outcomes as well as the underlying service expectations, allows us to develop effective and coherent strategies tailored for your organization, helping you reach long-term goals.

Potential Types of Engagement

  • Digital Production & Marketing
  • Channel Optimization
  • Loyalty Management
  • Customer Experience Management
  • Acquisition & Upsell Support

What’s Your Customer Strategy?