KIRKLAND, Washington, November 17, 2011 /PRNewswire/ --
Unique New Solution Powered by WDS Delivers Measurable Customer Experience Improvement for Mobile Devices Purchased Across 4,500 RadioShack Stores in the U.S.
Customers purchasing a mobile device from any one of nearly 4,500 U.S. stores operated by RadioShack Corp. (NYSE: RSH) will now have exclusive access to a customized range of specialized support services spanning in-store, contact center, web and on-device apps to help them get the most from their smartphone or tablet for the life of the device.
As a leading national retailer of innovative mobile and personal technology products, services and accessories, RadioShack has selected WDS to deliver the nationwide service in an exclusive multi-year agreement for its newly launched "Mobile Product Support".
Through RadioShack's Mobile Product Support, customers will have free access to specialist support via phone, live online chat, email and forums all managed by WDS. In addition, RadioShack customers will be able to explore device features, set-up services or resolve their own problems by using online "How To" guides at RadioShack.com and even via a Mobile Product Support application available from the Android Market for all Android devices.
"This is a truly innovative and differentiated service from RadioShack, and will help them deliver value to their customers long after the initial purchase," explains David Ffoulkes-Jones, CEO at WDS. "This platform complements the existing suite of WDS solutions already deployed within RadioShack, including an in-store advisor tool to help sales associates navigate the growing complexity of today's mobile products and better match devices to customers' needs."
"In our exclusive relationship with WDS, we believe we are offering leading-edge levels of service and support for our customers through the mobile device. We have been working with WDS in other categories since 2009 and the company has been instrumental in helping us to improve the quality of service we offer to our customers," says Scott Young, executive vice president and chief merchandising officer at RadioShack Corp., based in Fort Worth, Texas. "Our trial results across several hundred U.S. RadioShack stores saw improvements in key metrics, including an increase in store sales, an improvement in customer experience and a reduction in costly product returns."
The exclusive WDS solution allows RadioShack's U.S customers to engage with highly trained and knowledgeable sales associates able to guide them through their mobility options. They'll then be able to download the RadioShack Mobile Product Support app for Android or access a personalized web-portal where multimedia simulators will guide them through set-up procedures for their favorite mobile services. If they run into difficulty, they'll then be able to talk directly with a device expert.
A key feature of the solution is the implementation of the WDS GlobalMine™ platform to connect each of the deployed tools and services. Device, network and service data collected by WDS is shared across the solution components to ensure they are populated with real-time troubleshooting and customer experience information.
"If one of our support agents discovers a problem with a newly launched device, the fix is shared immediately across each of the deployed tools and services. Where the fault may have once resulted in a product return, now the customer will be proactively presented with updates and fixes via online and on-device tools. It inspires huge loyalty to the RadioShack brand and will ensure that the company becomes the mobility retailer of choice for consumers," explains Ffoulkes-Jones.
Customers are automatically enrolled at no charge in Mobile Product Support during the in-store purchase process. After purchase, RadioShack customers will have immediate access to U.S.-based WDS support specialists.
WDS's online tools are available at http://www.RadioShack.com/MobileProductSupport and will offer customers personalized access to device simulators, online forums and how-to guides, which will be updated in real-time based on customer feedback to WDS support specialists.
The companies have agreed that terms of the relationship will not be disclosed.
WDS is the wireless industry's only provider of specialist managed services dedicated to improving the customer experience. To find out more, please visit http://www.wds.co
SOURCE RadioShack and WDS