Bring down after-sales cost through smart product diagnosis and intuitive consumer assistance

Bring down after-sales cost through smart product diagnosis and intuitive consumer assistance

Challenge

Medion is based in Germany, with a large presence in 26 countries. They desired a unified approach for servicing all products via App and Web self-service channels, as the main touch points to reduce no-fault-found issues.

Servify Solution

  • Medion engaged with Servify to deploy our on-device consumer assistance solution along with smart product diagnosis tool across Android and Windows platforms.
  • The built-in multilingual capabilities to enable Medion scale up the solution across EU region, post beta phase.
  • Integration with Medion web portal to build seamless CX across platforms.

Results

More than 60% of the users of beta release, used on-device diagnostics tool as their first resolution point rather than using traditional means of seeking support.

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