Acer aims to strengthen customer connect with Mobile Service App

Acer India has announced the launch of its intuitive, feature rich customer service mobile app to offer quicker and more efficient customer service. With Acer inherently being a customer-centric company, the launch of its new customer service app is yet another initiative to empower customers with better control over their products and services with instant access to updates.

Announcing the launch of the mobile app, Chandrahas Panigrahi, Senior Director and Head – Consumer Business, Acer India, said, “The mobile app will enable Acer’s wide customer base to perform a range of operations with ease, offering them better control and visibility. This is in line with our strong customer-service philosophy and is yet another step towards enhancing the quality of our customers’ product and service experience.”

Currently available for Acer’s Android user base, the app enables customers to register and track products, raise service requests, track repairs, warranty and view repair history, amongst others. The agile and highly responsive app ensures that customer queries are handled as soon as they come up and escape the traditional 9 AM – 5 PM model of customer service. The app also allows customers to directly call the toll free number where the customer care executive can follow up on the customer’s concern.

Acer has been a pioneer in providing wholesome solutions to its customers — from hardware to software to the operating system — Acer provides assimilated expert support. Acer India understands the importance of addressing customer complaints and treats them on high priority with an active customer complaint management system. Service camps are an integral part of the Acer India customer and partner program during which free health checkup of Acer products are undertaken at either customer site, support partner site or the Acer reseller partner site. Acer conducts periodic customer satisfaction surveys through established agents to understand the gaps in its support programs and helps the company take immediate corrective actions.

The company owns service lounge in 4 cities and a call center that caters to customers anytime and anywhere. Key highlights of Acer’s customer service proposition include:

• Robust service network with multilingual support across 445 cities and on-site support spanning 1400+ cities/towns
• State-of-the-art Service Centre in Bangalore where 80% of the defects are rectified
• 10*6 –Online chat service
• 24/7 Online Technical Support Portal (available on Acer website)