适用行业
- 教育
- 包装
适用功能
- 销售与市场营销
用例
- 智能包装
- 虚拟原型与产品测试
服务
- 测试与认证
- 培训
关于客户
本案例研究中的客户是一家主要的全国品牌,销售需要复杂组装的产品。该品牌面临着与装配相关的支持电话和退货相关的高成本挑战。需要复杂组装的产品占客户投诉总量的 75%。仅支持电话一项就使公司每年损失 750,000 美元。该品牌正在寻求一种解决方案来降低这些成本并提高其星级评分和净推荐值。他们决定在投诉电话量名列前茅的产品上测试 BILT(一个为产品组装提供 3D 说明的平台)的采用情况。
挑战
一个主要的全国品牌正在努力解决与组装相关的支持电话和退货相关的高成本问题。需要复杂组装的产品占客户投诉总量的 75%。仅支持电话一项就使公司每年损失 750,000 美元。该品牌正在寻求一种解决方案来降低这些成本并提高其星级评分和净推荐值。他们决定在投诉电话量名列前茅的产品上测试 BILT(一个为产品组装提供 3D 说明的平台)的采用情况。之所以选择该产品,是因为它的呼叫量很高,而且它代表了该类别的平均组装时间。
解决方案
该品牌使用 BILT 的 3D 智能指令对所选产品进行了为期 4 个月的测试。 BILT 智能指令标注包含在在线产品信息页面上。然而,直到测试阶段的最后两个月,包装和说明书才得以更新。尽管曝光度有限,但仍有 28% 的客户使用 BILT 进行组装。结果立竿见影,超出了所有人的预期。受到成功的鼓舞,该品牌决定升级数百种其他产品的客户体验。第一轮产品的选择是基于影响营收的能力、影响盈利能力的机会、现有客户情绪和投诉分析以及装配复杂性和痛点。
运营影响
数量效益
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