Highly personalized service for Google Pixel smartphones in India
People who need help with their Google Pixel smartphone benefit from fast service at their doorsteps. B2X and Google have rolled out an innovative, personalized service offering.
What was our strategy?
Providing seamless customer care in India, where people keep their smartphone in immediate reach all the time is a daunting task with extraordinary challenges.
In cooperation with B2X, Google delivers a seamless experience: The mission is to provide peace-of-mind service to Google customers by reaching their door steps and provide help when it’s needed the most.
“When I think about the experience of working with B2X, it was such a great partnership for India because there are some aspects of both our companies DNA that I think really come together well in this program.”
Steven Nickel
Director Consumer Operations, Google
What was the customer experience?
B2X provides Google with an end-to-end customer care solution. Together, the two partners implemented a highly efficient service process from first customer contact to returning the repaired device.
Pixel owners contact Google’s call center and will be seamlessly transferred to B2X. After a first remote diagnosis on the phone, B2X offers customers advanced troubleshooting and repair services in a fast and seamless manner.
“With our new in-home service we deliver an innovative and highly convenient experience for Pixel users that makes their lives easier. We keep people connected wherever they are.”
Prem Pandian
Manager Value Added Services, Google
Solutions used:
B2X SUPPORT provides trusted and personal support and service to people with in-warranty and out-of-warranty incidents.
B2X REPAIR provides a scalable repair solution for electronic products – on all technical levels at the highest quality and highest cost efficiency.
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