Quietly brilliant customer service | HTC

The challenge
Coming from a B2B background where customer service only exists in terms of client relationship management it was time for the consumer facing brand HTC to create something outstanding for its customers. How could we use HTC’s strong brand ingredients and inject quietly brilliant into customer service so that it really puts the customer at the centre.

The thinking
Our blue sky mission was to act like a dream factory and think about how customer service would look like in an ideal world. After several brainstorm sessions we were confronted with a range of ideas, and using monkey butlers to pick up the phone in case of repair was only one of them.
Figtree looked for an overarching philosophy that hosted all quietly brilliant elements of the brand and enabled people on the ground to deliver an outstanding service to make customers happy.

The outcome
A customer service philosophy and process that really takes the customer at the centre and is flexible enough to stand the test of time. No worries the monkey idea did not make in the end.

A change within the company and mobilization of employees to put the developed ideas into practice. One step closer to being the most customer centric device manufacturer in the world.

www.htc.com/uk