Welcome to our blog. Interesting insights into the world of product support. Where we write about the things our company cares about.
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
As we move into 2026, TMTI remains focused on sustainable tech support, measurable waste reduction and stronger partnerships with manufacturers and retailers who share our commitment to a greener, smarter and more customer-driven future. Sustainability is built into our day-to-day approach. In 2025 alone, our proactive technical support prevented over 116,000 unnecessary product returns, keeping devices in customers’
As 2025 wraps up, we sat down with our CEO, Daniel Slade, to reflect and review on a year that saw technical support playing an even greater role in reducing waste and keeping products in use for longer. Daniel shares the wins, the surprises and why he believes sustainability doesn’t always require a sweeping strategy. Often,