Some Relationship AdviceYou don’t want your customers to break up with you during the warranty period. You’ve come too far together to let it all fall apart now. On average, buyers place two warranty claims per year and warranty accruals hover around $3,500 per unit sold for many home builders. A poor customer experience during the warranty process, regardless of how good the experience has been to date, can negatively impact your NPS scores and chance for a positive referral.While this might not quite be the relationship advice you’re used to getting from your BFF, here are three steps you can take to minimize warranty claims and provide an exceptional customer experience with your homeowners.
Educate your customers about the features of their new home.Often, homeowners need training on how to use the new things in their home. Technology in products like digital thermostats, bluetooth enabled refrigerators and sound systems change rapidly and not everyone is an expert on their operation. Basic education on home maintenance such as operating the HVAC system, where to turn off the water supply and how the breaker box is labeled is important for all homeowners and is often overlooked on possession day.
Train your warranty contact center team to remotely assess the issue.It takes three service calls on average to solve a new home warranty issue. Sometimes, the problem is lack of customer education on how to use a product in their home. Training contact center teams to remotely assess common problems can reduce truck rolls and ultimately save you money.
Empower customers to self-serve on their schedule.No one likes having to stay at home and wait for a technician to arrive sometime between 8:00 - 5:00. It makes an already frustrating situation worse. Providing tools for new homeowners to self-assess their issues using checklists and information in a knowledge base allows them to solve their problem on their schedule. Online scheduling tools eliminate the need for customers to wait on hold to book an appointment.Find out how ICwhatUC can help you strengthen the relationship with your customers using our data-rich virtual experience platform that can assist with education of customers, training of employees and empowering customers to self-serve.
Support your customers remotely at their time of need
The importance of online product reviews [+3 ways to get more]
By: IrisCX • 19 September 2022
Online reviews are impactful because they reach people with purchasing intent – a total of 93% of new customers consult reviews before purchasing a product or service. With virtual CX, your team can start receiving and leveraging better quality reviews.
ICwhatUC Selected for Stage 2 Capital’s Second Accelerator Cohort of Rising B2B Start-Ups
By: Tracy Posadowski • 23 June 2022
ICwhatUC is very excited to announce that we have been accepted into Stage 2 Capital’s exclusive accelerator program, kicking off on Jul 13, 2022. ICwhatUC is one of only 15 companies selected to participate in the latest cohort of rising B2B startups out of hundreds of applicants.
Improving the home warranty experience with data-rich insights
By: Eradj Khaidarov • 20 July 2022
Homeowner expectations of warranty service are at an all-time high, which makes it a key area of improvement for home builders.