For electronics, appliance and smart home brands
Everything that happens once it’s out of the box.
Most owners who get in touch just want it to work. The right answer, from your own guides, keeps a good product out of the returns pile.
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What we do
People ask why it won’t connect, whether it’s still under warranty and where to get a new filter. Each one needs someone to find out which model it is, when it was bought and what’s already been tried.
Which parts we take on is up to you
It could be set-up and fault-finding help, from your own guides. It could be the warranty checks and registrations, the repair and engineer bookings, the spare parts orders, or the returns and replacements your terms give.
We can also set up and plan
If you need it, we can set up what the work runs on, for instance your helpdesk, your reporting, or your processes mapped out end to end, improved and written down. And we can work with you to plan how your operations should run, now or in the future.
Who gets in touch, and why.
What an owner asks changes with how long they’ve had the product, from the evening it’s unboxed to years later.
New owners
The first evening, with the box still open
- Help setting it up for the first time
- It won’t connect to the wifi, or won’t pair
- The app can’t find it, or they can’t log in
- Does it work with the voice assistant I already use?
- How do I register it?
- Delivery and fitting of a large appliance, and the old one taken away
Owners with a fault
When it stops doing what it did
- “It’s stopped working. Is it broken?”
- An update that went wrong
- Is it still under warranty?
- Booking a repair, or an engineer’s visit
- Where a repair or a replacement has got to
- Sending it back
Long-time owners
Years in, and still using it
- Spare parts and accessories, such as filters, batteries and cables
- A new phone, a new router or a move to a new home
- Out of warranty now. Can it still be repaired?
- Will my old accessories work with the new model?
What we’d take on.
Take one of these or take several. The work is done as your brand, in your own systems.
- Set-up and fault-findingFirst set-up, pairing and app problems talked through from your own guides, and your fault-finding steps worked through before a return is agreed.
- Warranty checks and registrationsRegistrations processed, and cover checked against the receipt and the serial number when a fault is reported.
- Repairs and engineer visitsBooked in your system or your repair partner’s, with the fault described, and followed until it’s done.
- Spare parts and accessoriesThe right filter, battery or cable found from the model number. It’s sent out where your warranty covers it, and otherwise the customer is shown where to buy it.
- Returns and replacementsA returns reference issued, and a replacement arranged where your terms give one.
- Deliveries and installationsLarge appliances booked in, the old one’s collection arranged, and the day moved when plans change.
Fault logged · A headphone brand
One earbud won’t charge
- Your reset steps tried, no change
- In warranty, from the receipt and serial number
- Replacement arranged under your warranty
To you
Others from the same batch have come in with this fault. Worth a look before more of that batch goes out.
Logged against the model and the batch
Wider than the helpline
And the things you hadn’t thought to ask for.
A helpline may be what you had in mind. These are six other things we could set up, run or plan with you.
- We set it up
Manuals turned into steps for a call
Your set-up and fault-finding guides rewritten as steps a person can follow with a customer on the line, and kept current with each new model and update.
Processes and knowledge base - We set it up
An AI agent for the first evening
The routine set-up questions answered at any hour from guides you’ve checked, with a proper handover to a person when it isn’t routine.
AI for customer service - We set it up
Faults by model, batch and symptom
One view of what customers are reporting and with which products, so a pattern shows while it’s still small.
Reporting - We run it
Every market in its own language
Owners helped in the languages of the countries you sell in, by phone, email and on your social channels.
Where we work - We run it
A recall line, ready before it’s needed
A standby line set up and tested with you in advance, working from your wording, with the people affected registered and what you’ve offered them tracked.
Dedicated helplines - We plan it with you
What a new product will do to the workload
A look at how your after-sales is organised today, and what to have in place before the next model goes on sale.
Consultancy
Not everything that stops working is broken
Same words, three different endings.
What an owner says can mean a setting, a fault or something your own people need to see. Finding out which, from your steps, is where the team starts.
Three owners, the same words
“It’s stopped working.”
A smart home brand
A camera, offline since the weekend
- A new router went in on Saturday
- Reconnected, following your set-up guide
How it ended
Working again
Nothing sent back, and nothing sent out.
An appliance brand
A dishwasher that won’t drain
- Your fault-finding steps tried, no change
- In warranty, from the receipt and the serial number
How it ended
An engineer’s visit booked
With the fault, and what’s been tried already, on the booking.
An audio brand
A soundbar, silent since an update
- Nothing in your steps covers it
- The model, what the customer saw and what was tried, all taken down
How it ended
Passed to you, ready to pick up
The customer has been told what happens next.
However it ends, it’s logged against the model, so you can see a fault that keeps turning up.
The team behind it.
Your customers are dealing with your brand. The team behind it works from your guides and your warranty terms, in your systems.
Our employees, coached by our team leads
Trained on your products and your guides before they help a customer, and led by team leads whose time goes on coaching.
How we workOne of three locations
The Philippines, Portugal or Ireland. The hours, the languages and the kind of work decide which, and we agree it with you before anything starts.
Where we workYour customers’ accounts
Named logins, access only to what the work needs, and one client’s information never visible to another client’s team.
Security and data protection
Questions, answered.
The things electronics, appliance and smart home brands are likely to ask first.
What kind of work can you help us with?
It could be set-up and fault-finding help, warranty checks and registrations, repair and engineer bookings, spare parts and accessories, returns and replacements, or deliveries and installations of large appliances. We can also set up what that work runs on, and work with you to plan how it should run. Whether that’s one part or several is up to you.
How do we get started?
With a conversation about your operation and what you need. From there, we work out together where we can help and what comes next.How we work
Is there a minimum team size?
No. It can be a single person or an enterprise-scale operation. We build the structure around the work, whatever its size.
Can you cover just evenings, weekends or the weeks after Christmas?
Yes. It could be the hours your own people are offline, the weeks after Christmas when new owners are setting things up, or the weeks after a new model goes on sale, planned with you ahead of the date.
How far does the team go with a fault before it comes to us?
That is yours to set, and it is written down before the team starts. The team can help with set-up and connection only. Or it can work through every fault your steps cover, and arrange the repair or replacement your warranty gives. If you’d like the team to go further than your steps, such as second-line support, that’s something we can plan with you.
Will the team work in our own systems?
Yes. That might be a helpdesk, your warranty records and a repair diary, whether that is your own or your repair partner’s. The team works in whatever you run on. Each person needs a login of their own in each, which is yours to give, because we don’t work from a shared password.
How does the team learn our products? Will they have them in front of them?
Through training, before anyone helps a customer. How that training happens depends on what material you already have, how soon you need people, and how much of it you want to run yourselves. Whether the team trains with the products themselves is one of the things we’d work out with you. New models and updates are trained in as they arrive.How we work
How do we know how it’s going?
Real pieces of work are reviewed against your process, and what the reviews find goes into each person’s coaching. You get regular reporting on how the work is going, what we’ve found and what we’re doing about it.How we work
Can the team help with our app as well as the product?
Yes, working from your guides. That covers getting the app installed, an account set up or recovered through your own reset steps, and the product added to it. A fault in the app itself is passed to you with what the customer saw.
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work electronics, appliance and smart home brands are most likely to need, not everything we do. If the work follows a process and happens on the phone, in a chat or in your systems, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
How much does it cost?
It depends on the kinds of work, the hours you want covered and the languages you need. We work it out with you once we understand your operation.
More for retailers and online brands.
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