The business scenario in India has witnessed a massive change over the last few years wherein the D2C segment plays a crucial role. The success of the D2C segment is based on the kind of experience a product or service offers. The D2C market helps build direct contact with consumers by reaching their homes. 999Services as a brand that belongs to the D2C segment has ensured that it offers a 360-degree experience to all its customers with a well-defined process-driven approach. The new-age brand works towards offering a win-win situation for all its customers including its consumers.
Offering products and services at an economical cost is the core of the brand’s offering. However, 999Services also offers AC servicing services which are based on the IES Pillar. The IES pillar involves 3 stages which begin with an inspection of the product that is being serviced with detailed analysis and is followed by educating customers on the issues and offering the best solution for the same.
The key to servicing an AC begins with a detailed screening of the product wherein every part of the AC is inspected and not just the one that needs to be fixed. Once the screening is done the analysis is shared with the customer. This is the most crucial stage as the customer is further educated on the ‘How’s and Why’s’ of the issue and is advised on the ‘self-hygiene’ aspect which if followed can help them further maintain their AC in the long run once it gets fixed. In the end, the servicing agent offers a final solution or a host of options (if possible) for fixing the product.
While the new-age brands have a different style of working the key to success is to ensure that they offer products in the most sustainable ways at a minimal cost. While brands try their best to pay back to their consumers in the best possible ways their success depends on the overall impact they bring to society at large. Below are the 3 key strategies used by 999services which has created a major impact on the D2C segment
Impactability – the ultimate way
Creating an impact in a good way is the key to creating happy customers. Your brand needs to go the extra mile to engage and educate your customers. An open channel to communicating leads to a long-term impact. It is important to listen to them, analyze and assess the situation while you engage. Only with listening will you be able to offer the best solution and thereby win their trust. For instance: When a customer comes to us with a servicing issue, we try to address it in a language that they understand in simple layman terms. This helps us with an opportunity to further engage with them and gauge their satiety levels. Getting an AC serviced or fixing a part that is broken or burnt may not always get them a long-time solution. So, we opt for the practice of being honest keeping in mind the overall condition of the product, and offering solutions which provide long-term relief. This indeed helps create a good impact as it leads to a word of mouth a lot many times.
Transparency is the key!!
Your customers are your family do keep that in mind. While offering any kind of products or services it is important to be transparent about the various aspects involved. Be crystal clear on how processes work, have manuals in place, be communicative about everything including the final cost they will be paying. For instance: when we get an inquiry for a new purchase, our portal clearly shows the final amount that the consumers will pay with each purchase. It includes end to end costs such as Installation cost, GST, etc. There is no added layering done while the customer tries to make a payment. What they see at the very first go is the final cost. This kind of transparency saves a lot of our and the customer’s time and helps build trust.
Offering the best cost may not always be enough. If a brand takes a bit of an effort on saving the marketing or middlemen’s cost, it will not just help them earn more profits with every deal but also get a bit economical with the deal offered. This leads to offering affordable products and thereby helping consumers get a healthy financial lifestyle.