249% growth YoY. All DOMO Products carry 7 days DOA Policy and 6 months Onsite Manufacturer’s warranty on all IT products and One Year Onsite Manufacturer’s warranty on all Telecom products
Fill the RMA form online, and the product is picked-up, serviced and returned to the door step at no additional cost
DOMO, growing leaders in PC peripherals, tablets and accessories, provides service and support to more than 7,000 pin-codes across India with a turnaround time (TAT) of less than 24 hours. DOMO follows a very strong RMA policy has achieved 249% growth YoY with its strong customer support system. DOMO addresses the customer issues through its service support comprising of Knowledge Base, Ticket based support system, Return Merchandise Authorization (RMA) system and Onsite Pick up.
All DOMO products carry 7 days DOA policy and 6 months Onsite Manufacturer’s warranty on all IT products and One Year Onsite Manufacturer’s warranty on all Telecom products. DOMO believes that service starts where optimum customer experience ends, every customer issue has a constructive feedback for entire DOMO team and hence addresses customer issues through:
Knowledge Base (KB): customers can refer to DOMO’s in-depth self help guides on www.domosupport.com
Comprehensive & meticulous KB has screen shots addressing major problems
KB also includes firmware, downloads and other important files
KB solves more than 40% of the problems
Raise a ticket Online: customers can submit complaints and interact with support team and also view complete archive of their previous interactions with executives
Customer can raise a ticket online across topics & get reply within 24 to 48 hours
Customers can also search the status of the ticket anytime through the support website
Return Merchandise Authorization(RMA) system: customers enjoys the benefits of onsite support by simply filling online RMA form
RMA ensures that customers enjoy door step post sales service
RMA bridges the communication between buyer, seller and logistics partner
Onsite Pick up: Once the RMA form is filled, DOMO service centre arranges the pickup, service it in Mumbai and ship it back to customer
It resolves 80% of the query on phone and maintains data to kill the route cause of the most asked queries
It guides the customers for the RMA process, in cases where issues which are not solved over phone or through online support
Onsite Support v/s Personal Visit
Total Time for Personal Visit – 2.4 hours
Mazher Shaikh, Business Development Manager at DOMO said “We believe in delivering ‘Wow Customer Experience’ and registering DOMO products in customer’s mind as their first choice while making a purchase. DOMO’s focused and neutral RMA services across PAN India will help partners stay worry-free on post sales support.”
