While smartphones become increasingly intuitive, they also become more complex and fragile. Customers – who largely became dependent on their smartphone – are more often returning their smartphone to their operator for repair and expect a quick and low-cost service. Therefore, many operators struggle with the increasing number of ‘No Fault Found’ returns. Especially if you realize that, according to Strategy Analysis, by the end of 2015 more than 2.5 billion people in the world own a smartphone.
There are many reasons why customers report a faulty device. Some of them are clear: a cracked screen or a SIM card that doesn’t work. But customers also return their smartphone for issues that are the result of a wrong usage and that can easily be fixed. For instance, by simply restarting their device, performing a software update or changing some settings. Examples of such ‘behavioural’ issues are a short battery life and frozen or crashed apps. Although it’s not the fault of operators that these software-related issues occur, customers make them responsible and require their retail stores to offer them an acceptable solution.
Nowadays there are thousands different smartphones and most retail store employees often lack the knowledge to solve every single issue they are requested to solve. Therefore customers:
– Request the retail store employee to send the perceived ‘faulty’ device to the repair center of their operator. Or they
– Replace their perceived faulty device for a new one
Consequence: either the operator or the customer spends an unnecessary amount of money, and because the actual device issue was never found the first time, it is likely that the customer will experience these issues again. These events can seriously damage the customer satisfaction, loyalty and ultimately have a negative effect on churn.
At Qelp, we have to date created use cases for thousands of different devices in multiple languages. The QelpCare product has been proven to be very helpful for retail store employees. We have realized an average decrease of ‘No Faults Found’ returns with more than 30% within four months after deployment. This will lead to 85% problem resolution rate and a positive NPS.