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WDS Drives Loyalty for Radioshack's Mobility Customers
Unique New Solution Powered by WDS Delivers Measurable Customer Experience Improvement for Mobile Devices Purchased Across 4,500 RadioShack Stores in the U.S.
KIRKLAND, Washington, November 17, 2011/PRNewswire/ --
Customers purchasing a mobile device from any one of nearly 4,500 U.S.
stores operated by RadioShack Corp. (NYSE: RSH) will now have exclusive
access to a customized range of specialized support services spanning
in-store, contact center, web and on-device apps to help them get the most
from their smartphone or tablet for the life of the device.
As a leading national retailer of innovative mobile and personal
technology products, services and accessories, RadioShack has selected WDS
to deliver the nationwide service in an exclusive multi-year agreement for
its newly launched "Mobile Product Support".
Through RadioShack's Mobile Product Support, customers will have free
access to specialist support via phone, live online chat, email and forums
all managed by WDS. In addition, RadioShack customers will be able to
explore device features, set-up services or resolve their own problems by
using online "How To" guides at RadioShack.com and even via a Mobile Product
Support application available from the Android Market for all Android
devices.
"This is a truly innovative and differentiated service from RadioShack,
and will help them deliver value to their customers long after the initial
purchase," explains David Ffoulkes-Jones, CEO at WDS. "This platform
complements the existing suite of WDS solutions already deployed within
RadioShack, including an in-store advisor tool to help sales associates
navigate the growing complexity of today's mobile products and better match
devices to customers' needs."
"In our exclusive relationship with WDS, we believe we are offering
leading-edge levels of service and support for our customers through the
mobile device. We have been working with WDS in other categories since 2009
and the company has been instrumental in helping us to improve the quality
of service we offer to our customers," says Scott Young, executive vice
president and chief merchandising officer at RadioShack Corp., based in Fort
Worth, Texas. "Our trial results across several hundred U.S. RadioShack
stores saw improvements in key metrics, including an increase in store
sales, an improvement in customer experience and a reduction in costly
product returns."
The exclusive WDS solution allows RadioShack's U.S customers to engage
with highly trained and knowledgeable sales associates able to guide them
through their mobility options. They'll then be able to download the
RadioShack Mobile Product Support app for Android or access a personalized
web-portal where multimedia simulators will guide them through set-up
procedures for their favorite mobile services. If they run into difficulty,
they'll then be able to talk directly with a device expert.
A key feature of the solution is the implementation of the WDS
GlobalMine(TM) platform to connect each of the deployed tools and services.
Device, network and service data collected by WDS is shared across the
solution components to ensure they are populated with real-time
troubleshooting and customer experience information.
"If one of our support agents discovers a problem with a newly launched
device, the fix is shared immediately across each of the deployed tools and
services. Where the fault may have once resulted in a product return, now
the customer will be proactively presented with updates and fixes via online
and on-device tools. It inspires huge loyalty to the RadioShack brand and
will ensure that the company becomes the mobility retailer of choice for
consumers," explains Ffoulkes-Jones.
Customers are automatically enrolled at no charge in Mobile Product
Support during the in-store purchase process. After purchase, RadioShack
customers will have immediate access to U.S.-based WDS support specialists.
WDS's online tools are available at
http://www.RadioShack.com/MobileProductSupport and will offer customers
personalized access to device simulators, online forums and how-to guides,
which will be updated in real-time based on customer feedback to WDS support
specialists.
The companies have agreed that terms of the relationship will not be
disclosed.
About WDS
WDS is the wireless industry's only provider of specialist managed
services dedicated to improving the customer experience. To find out more,
please visit http://www.wds.co [http://www.wdsglobal.com ]
Media Contacts:
Howard Jones, CCgroup, +44-207-313-4406 / +44-7760-322-050,
howard.jones@ccgrouppr.com
Tim Deluca-Smith, Vice President, Marketing, WDS, +44(0)7957-311189,
tim.deluca.smith@wds.co
Source: RadioShack and WDS
.
WDS Drives Loyalty for Radioshack's Mobility Customers
Unique New Solution Powered by WDS Delivers Measurable Customer Experience Improvement for Mobile Devices Purchased Across 4,500 RadioShack Stores in the U.S.
KIRKLAND, Washington, November 17, 2011/PRNewswire/ --
Customers purchasing a mobile device from any one of nearly 4,500 U.S.
stores operated by RadioShack Corp. (NYSE: RSH) will now have exclusive
access to a customized range of specialized support services spanning
in-store, contact center, web and on-device apps to help them get the most
from their smartphone or tablet for the life of the device.
As a leading national retailer of innovative mobile and personal
technology products, services and accessories, RadioShack has selected WDS
to deliver the nationwide service in an exclusive multi-year agreement for
its newly launched "Mobile Product Support".
Through RadioShack's Mobile Product Support, customers will have free
access to specialist support via phone, live online chat, email and forums
all managed by WDS. In addition, RadioShack customers will be able to
explore device features, set-up services or resolve their own problems by
using online "How To" guides at RadioShack.com and even via a Mobile Product
Support application available from the Android Market for all Android
devices.
"This is a truly innovative and differentiated service from RadioShack,
and will help them deliver value to their customers long after the initial
purchase," explains David Ffoulkes-Jones, CEO at WDS. "This platform
complements the existing suite of WDS solutions already deployed within
RadioShack, including an in-store advisor tool to help sales associates
navigate the growing complexity of today's mobile products and better match
devices to customers' needs."
"In our exclusive relationship with WDS, we believe we are offering
leading-edge levels of service and support for our customers through the
mobile device. We have been working with WDS in other categories since 2009
and the company has been instrumental in helping us to improve the quality
of service we offer to our customers," says Scott Young, executive vice
president and chief merchandising officer at RadioShack Corp., based in Fort
Worth, Texas. "Our trial results across several hundred U.S. RadioShack
stores saw improvements in key metrics, including an increase in store
sales, an improvement in customer experience and a reduction in costly
product returns."
The exclusive WDS solution allows RadioShack's U.S customers to engage
with highly trained and knowledgeable sales associates able to guide them
through their mobility options. They'll then be able to download the
RadioShack Mobile Product Support app for Android or access a personalized
web-portal where multimedia simulators will guide them through set-up
procedures for their favorite mobile services. If they run into difficulty,
they'll then be able to talk directly with a device expert.
A key feature of the solution is the implementation of the WDS
GlobalMine(TM) platform to connect each of the deployed tools and services.
Device, network and service data collected by WDS is shared across the
solution components to ensure they are populated with real-time
troubleshooting and customer experience information.
"If one of our support agents discovers a problem with a newly launched
device, the fix is shared immediately across each of the deployed tools and
services. Where the fault may have once resulted in a product return, now
the customer will be proactively presented with updates and fixes via online
and on-device tools. It inspires huge loyalty to the RadioShack brand and
will ensure that the company becomes the mobility retailer of choice for
consumers," explains Ffoulkes-Jones.
Customers are automatically enrolled at no charge in Mobile Product
Support during the in-store purchase process. After purchase, RadioShack
customers will have immediate access to U.S.-based WDS support specialists.
WDS's online tools are available at
http://www.RadioShack.com/MobileProductSupport and will offer customers
personalized access to device simulators, online forums and how-to guides,
which will be updated in real-time based on customer feedback to WDS support
specialists.
The companies have agreed that terms of the relationship will not be
disclosed.
About WDS
WDS is the wireless industry's only provider of specialist managed
services dedicated to improving the customer experience. To find out more,
please visit http://www.wds.co [http://www.wdsglobal.com ]
Media Contacts:
Howard Jones, CCgroup, +44-207-313-4406 / +44-7760-322-050,
howard.jones@ccgrouppr.com
Tim Deluca-Smith, Vice President, Marketing, WDS, +44(0)7957-311189,
tim.deluca.smith@wds.co
Source: RadioShack and WDS
.