In 1973, we pioneered the industry's first dealer locator database in response to the emerging North American Consumer Electronics (CE) industry's need to allow customers to locate their nearest dealer or service center by using a toll-free telephone number, as opposed to the less efficient yellow-pages channel. Today, we provide full-service inbound contact center and fulfillment solutions, integrating multiple customer interaction channels cost-effectively with the overarching goal of maximizing customer satisfaction and loyalty. We partner with some of the most recognized names in the CE industry, serving as a virtual extension of their organizations, to maximize their customer relationships.
Whether customers contact us to find a local retailer or service center, learn more about new products, receive operations support, claim a rebate or warranty service, inquire about a recall, or register their products, AFFINA Customer Service Representatives (CSRs) maximize satisfaction and brand loyalty with a focus on maximizing first contact resolution and minimizing the rate of customer returns.
Our suite of solutions includes multi-channel customer service support, inbound sales and order taking, data analytics and market research, and fulfillment. We feature:
- End-to-end customer support, including multi-channel inbound service, IVR self-service, and fulfillment.
- Smart technology solutions, including web-based reporting, case management, and knowledge base.
- Customer satisfaction and loyalty tracking and analysis, included with every program.
- Unmatched knowledge and experience from more than three decades of customer service for the CE industry.