Welcome to our blog. Interesting insights into the world of product support. Where we write about the things our company cares about.
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
We’re proud to share that we have successfully passed our latest external ISO audit, maintaining our certifications in both ISO 9001 and ISO 27001. Even better, the audit resulted in a “clean bill of health,” with no non-compliances identified. This is a fantastic achievement and a testament to the dedication of our TMTI team. So, what does
When technical issues arise, many customers still want to speak to a real person. To better understand how people feel about the growing use of AI in customer support, we ask our UK customers to share their views through our customer satisfaction (CSAT) survey at the end of technical support