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When customer
experience breaks down
Customer experience is everything. From the moment your smart home product lands on a consumer’s radar through to their becoming an advocate for your brand, every touchpoint in the customer journey matters. We took a look at where the customer experience breaks down and the impacts to your business.
Customer is excited about their new device, adding to 15+ smart home products in their household.
1
Download our guide for tips and best practices on
how to prevent these breakdowns and help improve
your smart home brand’s customer experience.
A look at the smart home product customer journey
2
Customer tries to set up device but fails.
x
Negative brand perception
x
Risk of return
3
Spends two hours searching product website, YouTube videos and forums for a solution. No luck.
x
Support call volume increase
x
High call handle time
x
Difficulty troubleshooting
x
Churn risk
4
Calls support, on hold for 10 minutes. 25 minutes of troubleshooting. Agent suggests it's a WiFi issue. Customer argues other WiFi connected devices work fine.
x
Negative time to resolution results
x
Poor NPS scores
x
Reduced attach rates
x
Risk of churn
5
Customer returns product.
x
Time/resources for inspecting,
refurbishing, repackaging and restocking
x
Impacts on retail and/or dealer relationships
x
Shipping costs and restocking fees
x
Lost revenue on refurbished products
6
Customer receives a refund.
Leaves a negative review.
x
Lost customers — and revenue
x
Negative brand reputation
x
SEO impacts (poor reviews decrease search visibility)
Customer is excited about
their new device, adding to
15+ smart home products
in their household.
Customer tries to
set up device but fails.
x
Negative brand perception
x
Risk of return
Spends two hours searching
product website, YouTube videos
and forums for a solution. No luck.
x
Support call volume increase
x
High call handle time
x
Difficulty troubleshooting
x
Churn risk
Calls support, on hold for 10 minutes.
25 minutes of troubleshooting.
Agent suggests it's a WiFi issue.
Customer argues other WiFi connected
devices work fine.
x
Negative time to resolution results
x
Poor NPS scores
x
Reduced attach rates
x
Risk of churn
Customer returns product
x
Time/resources for inspecting,
refurbishing, repackaging and restocking
x
Shipping costs and restocking fees
x
Lost revenue on refurbished products
x
Impacts on retail and/or dealer relationships
Customer receives a refund.
Leaves a negative review.
x
Lost customers — and revenue
x
Negative brand reputation
x
SEO impacts (poor reviews decrease search visibility)
