Empower More Upsells with Mobile Device Heath Checks

Most organizations would agree that acquiring new customers is more expensive than increasing revenues for existing customers. For your wireless organization’s profits to grow, you must maximize the value customers receive from their smartphones and tablets through accessory upsells. According to Future Market Insights, the mobile phone accessories market is expected to reach $121.72 billion by 2025. Are you leaving money behind? There are many ways you can empower your […]

Rohan Bapat is the Senior Director of Product Management. In this role, he determines customers' product needs, guides product improvements and assesses market competition. He's regarded as a mobile diagnostics expert and often provides valuable tips on how businesses, mobile carriers and OEMs can optimize device performance to reduce NTF returns, increase productivity and boost customer loyalty.

Most organizations would agree that acquiring new customers is more expensive than increasing revenues for existing customers. For your wireless organization’s profits to grow, you must maximize the value customers receive from their smartphones and tablets through accessory upsells. According to Future Market Insights, the mobile phone accessories market is expected to reach $121.72 billion by 2025. Are you leaving money behind?

There are many ways you can empower your sales associates to get more upsells, but one of the most effective is mobile device health checks. Here’s how it works:

When consumers come into your store unsatisfied with their mobile devices, your representatives plug them in and perform a comprehensive set of tests to determine potential device and battery performance issues. Once your staff members know the results, they can provide fast, reliable diagnosis of issues and easy step-by-steps resolutions to increase device speed and performance.

Upsells Earn You Money

When a customer service representative takes the time and effort to solve customers’ issues with existing products, it’s only natural for the customer to place their trust in the representatives’ hands. Because of this, the customer may choose to purchase additional products and services from the same agent.

Here’s an example: If a staff member notices that a customer is nearly out of storage space, there’s an opportunity to upsell a new SD card.  Or, if a customer notices a wide array of issues, he or she may decide it’s time for a fresh start with a new device or plan.

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These upsells aren’t only beneficial to your bottom line; they can help with customer satisfaction. When representatives solve customers’ issues quickly, Net Promoter Score increases.

A Note on NTF Returns  

Another issue that can be correlated to an increased Net Promoter score is fewer No Trouble Found (NTF) returns. These returns don’t only cost your organization unnecessary money and time, they’re also a hassle for customers—especially when they learn nothing was wrong with their phones to begin with.

Mobile device health check solutions are a proactive step your customers and representatives can take (whether at home or in-store) to increase satisfaction on both sides.

Tip: It’s best practice for customers to do periodic health checks—much in the same way they would go for a check-in at the doctor or take in their car for a quick look. These checks help extend the life of the device through early issue detection.

Blancco Retail Mobile Diagnostics

Blancco Retail Mobile Diagnostics solution enables mobile retailers to quickly and accurately find the source of device issues and resolve them. Our kiosk-powered device helps your retail customer service and support staff educate customers on how their mobile devices function and what steps they can take to speed up performance and/or solve recurring issues. Give your customer service representatives the right tools to make the customer service experience as fast, effortless and reliable as possible for their customers with this solution.

Related Article:  Top 5 Buy-back / Trade-in Issues Costing Your Organization Money

Learn more about Blancco Retail Mobile Diagnostics. Or, to hear more about this topic, be sure to stop by and see us at Mobile World Congress in Hall 5, Booth D40. You can also schedule a meeting with our team. See you there!

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