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Google: Seamless service at
the customer’s door step

In-home repair for Google Pixel smartphones in India

People who need help with their Google Pixel smartphone benefit from a completely new service at their doorsteps. B2X and Google have rolled out an innovative in-home service offering.

What was our strategy?

Providing seamless customer care in India, where 92.4 percent of the 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 fix broken smartphones within minutes.

“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

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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, a B2X technician makes an appointment with the customer and has all required tools and parts at hand.

“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

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Solutions used:

B2X SUPPORT

B2X SUPPORT provides trusted and personal support and service to people with in-warranty and out-of-warranty incidents.

B2X REPAIR

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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Get your free PDF copy of this success story and learn how B2x helps Google deliver excellence in customer care.

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Can we help you? Please contact me.

Anshul Mathur

Head of Sales India

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