Enabling customer self-help through social media

Many problems buyers and owners of consumer electronics encounter with their devices can be fixed by the customers themselves if the right information is provided to them in an adequate form. This kind of self-help can cover all areas from the reconfiguration of a device to the actual replacement of a part (as for example a power supply or hard-drive on a notebook) and is provided to buyers and owners both by independent sources (like for example iFixit) and consumer electronic brands.

This kind of self-help is not only convenient for the customer (shipping out a replacement battery to a customer is much faster than sending in a device to a repair shop just to change it there) but also allows for significant cost reductions for the consumer electronic company. Of course these advantages only work out in the desired way if the costumer has the right information at hand and can perform the self-help action easily. This is especially important as work steps could even damage adevice (which then would lead to a more expensive repair). Experience and customer feedback has shown that well produced multimedia content (e.g. the combination of videos, texts and images) fulfills this task best.
 
 
Jetsam is involved in customer self-help programs in different ways. We work with our clients to decide which parts of which products are adequate to be repaired or changed by customers and based on these decisions we produce the necessary multimedia information. Our work in this area has shown that customer self-help and also self-repair is becoming an important and effective part of an overall service strategy for consumer electronics.

Jetsam´s social commitment continues

As has been pointed out in one of our early articles, social commitment is a very important part of Jetsam’s corporate culture. While, in the meantime, gifts and letters have been exchanged between the Jetsam team and our sponsored child in the Dominican Republic, another aim is still to get involved in regional social activities or sponsor local institutions. After all, there are plenty of opportunities to help in Germany, too.

One of these opportunities arose in March, 2012, when we heard about a local elementary school going on a school trip for one week. The Jetsam team did not hesitate to subsidize the travel costs so that all of the children got the chance to attend the trip. As has been reported by the children themselves, they spent a fantastic week in the Bavarian Forest. Exciting indoor and outdoor activities, such as visits to museums and the national park, made the trip an unforgettable experience for the whole group. The good news arrived at Jetsam a few weeks ago when we received pictures from the school trip together with a nice letter from the children in which they tell us about the great experience they had. Meanwhile new ideas for further social engagement at Jetsam evolve, we will keep you posted…
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