What are different types of complaints raised by the dealers and customers?

How are the

complaints handled?

The company has different channels through which the complaints are handled. Sales
team mainly handles the complaints , apart from that the company has customer services
also. Whenever the dealer raises complaints mainly on the schemes or on the stock
availability, the company sales representatives visit the dealer to understand the situation.
Sales representatives analyze the situation and provide best possible solutions to the
complaints. Most common complaints are on the schemes that the dealer is getting. The
sales representatives visit the dealer and show them the profit per piece comparing it with
competitors. In Vivo, the price of the phone is less when compared with the competition
which increases the customer footfall.
In case of customer complaints, the sales representatives listens to the complaints and all
the feedback. If there is any issue with the phone, it is taken to the service centers and
returned in 2-4 days.

How is the feedback taken from the customers and how are the customer experiences
enhanced?

Feedbacks are very important especially while launching a new product in the market. A
survey is conducted from dealers and customers through the sales team. The survey helps
companies to understand the demand in the market. The suggestions from the dealers and
customers mainly in comparisons with competitors on different features and specs. This
helps the company to meet the demand of the market in a particular price range and add
value to the customer. The feedback is collected through written feedback, social media,
emails etc. The feedback also helps the company in the developing new products.

What are the retention strategies of the company?

The company has initiated customer referral and customer loyalty programs. Through
which company provides different offers and discounts to the customers. The company
mainly has a repeated customer base. Therefore, in order to retain customers certain
offers through the program. This helps the company in driving their sales and customer
loyalty.

What are the channels through which the company communicates the offers and launches
to the customers?

Communication happens through social media and dealers. The main communication
channel is through social media. The company gets customer data which can be used
during campaigns for effective communication. Also the company communicates the
offers and launches through dealers which they communicate with the customers.