Company: Element Electronics, Winnsboro, SC
Company Description: Element started in 2007 with a simple belief – every home should have access to TVs with the latest technology. After a few years, we decided we wanted to do more; in 2014, we opened our factory in Winnsboro, South Carolina, making Element the only major TV company assembling TVs in the USA.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - All Other Industries
 Nomination Title: Element Electronics, LLC
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
Element Electronics started in 2007 with a simple belief - every home should have access to TVs with the latest technology. After a few years we decided we wanted to do more. In 2014, we opened our factory in Winnsboro, SC., making Element the only major television company assembling TVs in the United States. The benefits for our customers quickly followed including higher quality products, best-in-class customer service, and fewer store returns. Our South Carolina team provides meticulous hand-assembly and quality checks, resulting in TVs that we are proud to sell to our friends, neighbors, and families. We didn't stop there, each year we have added appliances, gaming and PC monitors, and sound bars to our list of products we offer our customers. We continue to offer a two (2) year warranty from the date of the original purchase by the original customer for all Element product lines. We are excited to host our 10-year anniversary at our factory in Winnsboro this March. Please check out our 5-year anniversary video and meet our Element Electronics family. https://www.youtube.com/watch?v=XlxFuowpBj0
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 169 words used.
Element Electronics was born in 2007, but 2018 was the year we as a company woke. We sold our products and didn't invest in our end consumer. That is hard for anyone in this industry to imagine - but we came together and hired Intouch Disrupt, LLC. Zendesk became the CRM platform. We did a total revamp in extensive training from our engineering team in South Carolina for agents, increased training our agents for full two weeks in the lab and additional weeks listening to live calls, before going live with our customers. We invested in each other to improve the customer’s experience. We continue to drive our business to higher standards from year over year. Our commitment to customer service is shown in the character of our people—empathy, patience, courtesy. We care about our Element customers experience and making state-of-the-art technology accessible means supporting our customers for life. We want them to bring our products home. If you have an Element product, we are here for you 24/7.
- Outline the organizations customer service achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 245 words used.
A CSAT score above 80% is usually tagged as a gold standard for excellent performance. Industry standard per ACSI is 81% 2023 – Element Electronics ended 2023 with a 92% CSAT rating. We are proud of our history: 2018 at 68%; 2019 at 82%; 2020 at 86.7%; 2021 at 88.3%; 2022 at 91%. These results speak for themselves, as do our 58 Intouch Disrupt service agents, and leads — a team available 24/7/365 to support customers.
- During 2018 our CSAT began at a low 32% and ended at 68%. Year over year increasing and raising the bar. Customer satisfaction is currently exceeding a gold standard of excellence at 92%.
- The last 3 years average handle time of 7 minutes, from the first 3 years this decreased by 30%.
- We offer a wide variety of omni-channel resources to our customers: Chat, Voice, Email, Text, and through our elementelectronic.com website forms.
- Call volume continues to increase 20% a year and our team continues to drive down handling times.
- Due to our meticulous training additions, our one-touch resolve is at 83%.
- Our help center support page on our website, powered by Zendesk to help our customers gain knowledge for our all our different products. We want our customers to have self-help features. This support page is viewed and clicked approximately 400K per year.
- Partnering with RouteThis streamlined our troubleshooting process, using the platform to find and repair connectivity problems quickly in our world of Wi-Fi.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 239 words used.
Attached is the ACSI Household Appliance and Electronics Study 2022-2023. Please note, we have a team of agents that go and interact with our DSAT cases. The Intouch Disrupt agents reengage with the dissatisfied customer to see where we can help make their experience satisfactory. Examples of some of the reengaged resolutions:
- 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:
- Was very patient with me and was well just downright polite. 5 stars from me or 10 in the scale 1-10. Good job onn. Good TVs and good customer service
- Excellent outstanding customer service! Follow up to concerns is a delightful experience. Also, this tv has wonderful color and clarity. Thank you so much!
- EXCELLENT SERVICE from Roger! I'm not very great when it comes to doing specific things on my computer. He was EXTREMELY PATIENT AND UNDERSTANDING!
- Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 211 words used.
Element Electronics CSAT is at 92% currently, and that far exceeds our competitors. Our customer’s voice is one of our highest priorities and these results show it. We really rely on our customers interactions with our agents and take their voice into consideration. With our current CSAT, this is one key measurement that we are doing things right. We never want to stop trying to raise this bar. We know our customers are busy and want to resolve their issues quickly. We received 700K contacts this past year and strive to resolve within the first touch of the interaction. Resolving these cases 83% on the first time is another key measurement. The numbers are impressive, and we know why. It starts with people. The initiative and quality of our proud service agents’ cascade into business success and happy customers. With Element expanding from electronics and adding appliances, we opened the competition to a broader spectrum. Our teams did not skip a beat with our customers. Due to the processes that are in place for the product line in electronics, we stayed with the same success plan for each new appliance product that hit the market. Keeping our success and grow of CSAT to continue to raise the bar year after year.
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