Sharp Home Electronics Wins Bronze Stevie Award for Customer Experience

Key Highlights

Sharp Home Electronics Company of America receives a Bronze Stevie Award for Sales & Customer Service.
This recognition is attributed to significant investments made in enhancing service capabilities.
Sharp’s improved customer service ecosystem has led to a 30% increase in first-call resolution.
The introduction of SHARPY, a 24/7 AI chatbot, has streamlined customer support processes.
The overall focus remains on reducing friction and enhancing customer satisfaction.

Recognition for Commitment to Customer Experience

Sharp Home Electronics Company of America (SHCA), the consumer division of Sharp Electronics Corporation, has gained recognition for its outstanding customer experience by winning a Bronze Stevie Award for Sales & Customer Service. This accolade signifies the company’s steadfast commitment to enhancing its service capabilities to meet the evolving needs of consumers.

Investment in Service Capabilities

In a statement, Mark Smith, Vice President of SHCA’s Services and Solutions Group (SSG), expressed pride in the recognition, attributing it to the team’s dedication to improving customer service. “Every initiative we’ve implemented has been centered on reducing friction and helping people get back to using the products they rely on every day,” he stated, encapsulating the company’s mission to make support both easy and dependable.

Modernization of Customer Service Ecosystem

Over recent years, the SSG has spearheaded a comprehensive effort to modernize SHCA’s customer service ecosystem. This strategic overhaul has resulted in notable improvements across essential customer touchpoints. For instance, call centers have recorded a remarkable 30% increase in first-call resolution rates and a 22% decrease in average handling time, thanks to enhanced intelligence, record management, and employee training.

Enhanced Digital Support Tools

Additionally, SHCA has broadened its digital support avenues through tools such as SHARPY, an AI-powered chatbot available 24/7, along with other self-service resources. These tools empower customers to register products, troubleshoot issues, and access help more swiftly, leading to increased efficiency and greater customer satisfaction.

Building Trust Through Service

James Sanduski, President of SHCA, emphasized that “service is one of the most meaningful ways we stay in step with our customers,” highlighting the importance of establishing trust through consistent interactions. The recognition from the Stevie Awards serves as a testament to the hard work and dedication of Mark Smith and the SSG team in enhancing customer support.

Impact for Businesses and End-Users

The improvements made by SHCA benefit both businesses and end-users alike. For companies using Sharp products, the enhanced customer service ecosystem ensures quicker resolutions, leading to less downtime and more productivity. End-users can enjoy a seamless experience, knowing that support is readily available and efficient. This creates a more positive interaction with the brand, fostering loyalty and long-term relationships.

Sharp Shines Bright with Bronze Stevie Award: A Triumph in Innovation and Excellence