Take the support quiz
How does your product support measure up?
Do customers fully understand your product and its features?
Can your customers access product information easily—where, when and in whatever format they need?
Does customer feedback indicate that your service/repair experience is costly and/or time-consuming?
Are you happy with the amount of money you lose per year to warranty claims, diagnosis and repair?
Do you analyze all available product support use data to eliminate problem components and proactively solve customer issues before they arise?
Are you ready?
Here are your results!
Tweddle Group specializes in custom solutions to help you produce the best possible product support.
The right approach upgrades your information strategy and transforms your business using data you already have.
Contact us for more information.
Congratulations! You got a perfect product support score.
You understand the power of information to improve all aspects of service, sales and ownership. In short, you're our kind of company.
Give us a shout. Let's work together to create higher and higher levels of product experience.
Feature understanding & customer experience: Needs work
It's not enough to design excellent products—you also need to make sure customers understand them.
Consumers place enormous value on new features, but quickly resent anything they can't figure out. Without proper onboarding, new features often diminish the ownership experience and waste your R&D investments.
A successful onboarding solution communicates highly-relevant owner's information in clear, easy-to-understand language.
Information delivery: Needs work
As markets become more customer-centric, information access emerges as a primary customer concern. For customers to have anytime-anywhere access, information must be structured for easy adaptation to different forms of delivery.
Customers also demand a choice between illustrated text, video, audio or text-to-voice content. The choice is further driven by context.
A smart information strategy collates all internal and third-party assets for single-source delivery in a variety of formats via touchscreen, mobile device, SMS text or home assistant.
When companies fail here, owners won't be able to find the content they need, the content they find will be out-of-date, or they'll be forced to live with a single, archaic delivery method. Each outcome defeats customer satisfaction.
Service experience: Needs work
Service experience is a cornerstone of loyalty. If repairs are too expensive or time-consuming, customers lose trust in your brand, switch to a competitor and spread their experience through bad word-of-mouth.
But good technician support transforms the service experience and improves customer loyalty.
Powerful tools now exist to help technicians improve the speed, accuracy and time estimations for product repair. Better online technical documentation and parts tracking radically improve the service experience for customers and technicians alike.
Technician support: Needs work
There are no "good losses". As technology advances, service technicians often wind up a few paces behind. This results in destructive teardowns, reduced efficiency for flat-rate techs, warranty repairs and recalls down the line.
The latest service bay technology lets technicians pinpoint the root cause of diagnostic trouble codes quickly and accurately—with a laptop instead of a teardown.
Data analytics: Needs work
If you're not gathering, correlating and analyzing use data, you're missing out on a valuable opportunity to enhance every facet of your business. Analytics let identify customer struggles so you can refine your information strategy and your products themselves.
On the tech side, data analysis strengthens your technical knowledge base with each service session, and helps identify problem components before they spread through your production line.
