Element TV Company, LP, Winnsboro, South Carolina, United States: Element TV Company, LP - Customer Service Department

Written answers to the questions

Total 194 words used.

Although Element was founded in 2007, the company’s growth surged in 2018. This surge created a need to reorganize our entire customer service department, a tall task while growing rapidly.  We have employed an outsourced customer experience team through Intouch Disrupt, LLC. Zendesk has become our gold standard as the customer relationship management software we rely on the most. The substantial teaching that our technical team based in South Carolina makes available to agents advances each year, with each new product or line extension.  The amount of time that agents spend training in the lab and listening to live calls before going live with customers has been extended to ensure the agent is thoroughly trained. We put our trust in one another so that we can provide superior service to our customers. We keep pushing our company to new heights. Customer service is our priority, and it shows in the kindness, compassion, and understanding of our staff. Element customers must have the best experience possible; we work hard to ensure that they have access to cutting-edge technology. The goal is for them to take our products back to their home. We are available 24/7.

Element TV Company, LP was established in 2007, is a fast-growing consumer technology brand dedicated to delivering high-quality, affordable technology. We focus on intuitive solutions that enhance everyday experiences, making technology enjoyable and accessible. In 2014, we became the only major TV company to assemble in the U.S., with a factory in Winnsboro, SC, ensuring meticulous quality. Our expansive product line includes electronics, appliances, and the TYTUS brand for outdoor cooking, all designed for simplicity and affordability. Backed by exceptional customer service, industry-leading warranties, and strong supplier relationships, we strive to exceed expectations. With a century of collective industry experience, our leadership drives innovation, and a customer-centric approach, fostering a collaborative work environment and reinforcing our core values to deliver simplified home solutions.  Please view our 5th-anniversary video to get to know the Element Electronics team and our Reborn in the U.S.A. to get to know our family. This year in March, we celebrated the 10-year anniversary of our factory opening in Winnsboro. Please view our videos to get to know Element and our team as we added our URL’s in this nomination.

Total 250 words used.

A CSAT score of 80% is typically regarded as the benchmark for outstanding performance. Element Electronics concluded 2023 with a 92% CSAT rating. We take pride in our Customer Satisfaction (CSAT) history, commencing at 32% in 2018 and now running at 93% in 2024. The outcomes are self-evident, as our staff is accessible 24/7/365 to assist customers.

• In 2018, our Customer Satisfaction Score (CSAT) commenced at a low of 32% and ended at 68%. Yearly growth and raising standards. Customer satisfaction today surpasses the gold criterion of excellence by 13%, reaching 93% in 2024.
   
• The average handling time over the past three years is 6.5 minutes, constituting an excellent baseline. We ensure we do not hastily conclude calls with our customers while providing a high-quality resolution and experience.

•  We provide an extensive range of communication options for our customers, including Chat, Voice, Email, and Text.
   
• Call volume consistently rises annually, yet we simultaneously reduce handling times as product sales increase. Volume increases an average of 23.8% each year.
   
• Our one-touch resolution rate stands at 83% due to our rigorous training enhancements, indicating a potential for improvement with the addition of Zendesk Ultimate AI.
   
• Our help center on our website is facilitated by Zendesk to assist our customers in acquiring knowledge about our products. We desire to provide customers with self-service functionalities. This support page has been seen and clicked 356,000 times. Decreasing incoming calls by 44%, enabling our agents to concentrate on the customer’s needs in real-time.

Total 244 words used.

Attached is the ACSI Household Appliance and Electronics Study 2023-2024. Please be aware that a group of our agents visits and engages with our DSAT cases. Reestablishing contact with the unhappy client, the Intouch Disrupt representatives look for ways to improve their experience. A few instances of the re-engaged resolves are as follows:

• Warranty expired on all products - we extended the warranty and honored their warranty claim.

• No receipt, we can help to resolve and agree upon a refund if needed for appliances, soundbars, monitors, and more.
   
• We have sent upgraded size TVs to improve their satisfaction, so if they purchased for example a 32” Element TV or Walmart brand – we will increase the size and ship them a 43” – 50” TV.
   
• Sometimes we just don’t get it right in the end, we send customers a Starbucks gift card so they can a few cups of coffee on us.

Here are just a few of our satisfied customer comments:

• Ailyn was friendly, knowledgeable, professional, and knew exactly how to resolve an issue I described, with an onn flatscreen TV I'd recently purchased. I appreciate Ailyn's alacrity, cheerful manner, and pleasant attitude. I commend her for her technical ability. Onn should recognize what an excellent employee they have in Ailyn.
   
• Very helpful and knowledgeable A++
   
• Absolutely perfect! You read my request completely accurately and provided the exact information I needed.
   
• I followed your instructions, and the solution worked instantly! Great job Arthur!!

Total 244 words used.

CSAT at Element Electronics is currently at 93%, which is far higher than what our competitors are achieving. One of our biggest goals is to listen to what our customers have to say, and these findings demonstrate that. The encounters that our customers have with our representatives are extremely important to us, and we consider their feedback. With our present CSAT, this is one of the most important measurements that we can use to determine whether we are doing things correctly. There is no way that we will ever stop working to increase this bar. We are aware that our customers are busy and want their problems to be resolved as quickly as possible. Resolving these cases on the first attempt with an 83% success rate is another important measurement. Our people are the starting point. It is the initiative and quality of our proud service agents that ultimately lead to the success of our business and the satisfaction of those we serve. With Element expanding from electronics and adding appliances, we opened the competition to a broader spectrum. The interactions that our teams had with our customers were outstanding. As a result of the procedures that are already in place for the product line in electronics, we have maintained the same strategy for achieving success for every new product that hits the market. The continuation of our achievements and the increase in CSAT drive us to keep raising the bar year after year.