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It is widely recognized that relatively few consumers actually take the time to read product manuals or utilize static online help tools. This might partially explain why, according to Accenture, an incredible 95% of returned consumer electronics are not actually broken or defective. This returns rate cost the US consumer electronics industry a staggering $13.8 billion in 2007.

Many returns are made because of an inability to set up the device or understand its basic operation. Or, if the device is up and running, an inability to take advantage of the full features of the product leads to expectations not being met and subsequent dissatisfaction with the product. Talk Me Through It (TMTI) can eliminate these problems.

We offer a simple, targetable solution for reducing returns by giving the customer premium technical support for their newly purchased device. This support is a customized combination of telephone support and Interactive Guides.

Apply these solutions to a single product from your portfolio or across your full range of consumer electronics. For unavoidable returns, we can tailor the service to incorporate return logistics.

The consumer gets access to US-based Advisors who know their products, with no call wait time and no jargon. We answer their product query and try to avoid a return.

How does it work?

A TMTI card, which is either packaged with the device or provided to the customer electronically, tells the customer how to call TMTI for set-up help, feature enabling and ongoing use and support of the product for the full returns eligibility period.

By outsourcing customer support to TMTI, the world’s leading premium customer support center for consumer electronics, our Clients have reduced returns. Reducing returns also reduces a company’s carbon footprint from energy expenditure and wasted packaging, so we help make companies more environmentally friendly.

We even help our clients use returns to shape product development. Through our custom call center reports, we provide a fast early-warning system that can detect product faults for immediate action or flag a variety of product issues to be used as a marketing tool for future product lines. Our custom reporting provides valuable information about each supported product.

TMTI produces high quality on-line Interactive Guides for customers like Vodafone, Motorola, Lexus, Timex and AT&T/Rogers. Consumers figure out how to set-up and use their devices, avoiding a return and increasing satisfaction.

How does it work?

Consumers use the Interactive Guides to take them through product support in an interesting and engaging way – doing by showing. Our Clients find that consumers are more likely to use a Guide than read a manual. They learn more, and they learn faster. The Guides can rest on the retailer’s site or the manufacturer’s, or even on a CD in the box. The Guides can provide solutions for basic set-up or even for ongoing use-ability. Ask us for examples of how our Clients saved money doing this.

Another benefit? No more manuals! Save on production costs and save trees.

The cost of returns is real – in both financial terms and in customer perception. Fewer returns means more satisfied customers, strengthened brand loyalty, less waste and repeat business. Our Clients want to increase revenue while providing the best service for their customers.

That’s why they choose TMTI Returns Doctor.