Welcome to our blog. Interesting insights into the world of product support. Where we write about the things our company cares about.
The decision to return a product rarely starts in a warehouse or returns centre. More often, it begins in a customer’s home during a moment of uncertainty: when something does not work as expected, when setup feels confusing or when confidence in the purchase begins to fade. Returns are also becoming
Enormous effort goes into the moment of purchase. Teams optimise product pages, refine checkout journeys and invest heavily in marketing to drive conversion. The period immediately after purchase is when customers form some of their strongest impressions about a brand. It’s also a time when we often see uncertainty, confusion or frustration quickly escalating if support and
Product returns are often treated as an unavoidable cost of doing business. In reality, many returns are preventable. They rarely happen in isolation and are often caused by friction in expectation, understanding, onboarding or early product experience. Retailers who meaningfully reduce return rates do not focus solely on processing returns efficiently. Instead,
Discover our top five common TV support issues, including Wi-Fi connectivity problems, missing channels, remote pairing and software failures, that can be resolved remotely without an engineer visit. When a television stops working as expected, the immediate assumption is often: “It needs an engineer or to be returned.” However, our team on the contact centre
Tips to boost efficiency and reduce returns With a new season on the (hopefully sunnier) horizon, a “spring clean” of retail support operations can really help tighten processes and make it easier for customers to solve problems the first time they reach you. For retailers dealing with complex, technical products in particular,
The Problem – Fake Devices Something that TMTI has become heavily involved in with our support partners, is developing processes and tools to assist them to identify fake devices such mobile phones in their returns chain. We’ve helped develop simple, fast and effective tools to detect the differences between genuine and fake devices. These tools can be