Awesome Customer Experience – How Rapid Repair Makes It Happen
Desperation, dismay, anger, frustration, helplessness – these are the feelings that most premium device owners feel when their iPhone, iPad, Apple Watch, or MacBook starts malfunctioning or gets damaged. We know these feelings too well. How? Rapid Repair is one of the leading repair centres for Apple devices and OnePlus smartphones in India and we get more than one thousand such requests every month, so we know exactly how customers feel and what they desire when they call us.
Every day, we interact with hundreds of users who have a broken or damaged device on their hands and are looking for quick help so that their life can go back to normal. Usually, they don’t know where else to go for a fix. After all, finding a reliable repair centre that doesn’t charge you an arm and leg is not easy. And the pandemic, followed by lockdowns, made that task doubly challenging with most people working from home and not being able to step outside to hunt for an affordable and high-quality repair job nearby. So, when they finally reach out to us, we make sure they stop worrying.
Rapid Repair understands that buying an iPhone, iPad, Apple Watch, MacBook or OnePlus smartphone doesn’t just mean shelling out a large chunk of money, but that these devices are like lifelines for every busy professional today. In fact, they are prized possessions. A cracked iPhone or a non-functional MacBook means disruption of work for at least a day or a week. And that is enough to make anyone anxious and stressed.
Which is why, at Rapid Repair, we do our best to first calm down customers when they call to discuss their problems. That is how we lay the foundation stone for a great customer journey. We pay full attention to their concerns and assure them about a flawless repair job. And the best part is that the customer doesn’t need to take our word for it. Our services speak for themselves.
Essentially, we make sure to personalise every customer’s experience and address their unique concerns with patience, so that they can relax after handing over their device for repair. The sole objective of Rapid Repair is to measure high customer experience, and being in service business, we understand the need to establish trust and relationship with someone who can take ultimate care of customer’s devices.
Maintaining Transparency and Honesty During the Repair job
No customer journey is complete or memorable without trust or honesty. And Rapid Repair takes customer trust seriously, which is why, from the moment we receive a damaged device, we go the extra mile to maintain transparency. We share a detailed diagnostic report with the customer so that they know what exactly is wrong with the device and what needs to be done. Also, this creates a high level of trust with the customer who gets to know the repair cost and time estimate quoted are true and there are no hidden charges (unlike many other service centres) with Rapid Repair service.
For instance, recently, we received an iPhone XS Max with display lines and pressure damage problems. The front screen had spots, lines and bars, there were dents, and we noticed scratches on external screws and the back-camera lens cover. We mentioned these clearly in the pre-repair diagnostic report.
After we replaced the screen, we again shared a detailed report that included a variety of checks on display, battery, audio, video, network, buttons and apps. Our aim was to assure the customer that everything is fine now.
And here is the invoice we raised for the iPhone XS Max screen replacement job. Everything is simple and crystal clear here, including discounts and taxes. We have clearly stated our warranty terms and conditions as well, so that there is no confusion on the customer’s part. This is what sets us apart from local repair shops as most of them don’t even provide invoices.
Apart from diagnostic reports, we make sure to share every step of the repair process with the customer via email and WhatsApp along with photos. Before and after photos are sent as well. This assures customers that their device is in safe hands. Plus, they get to see Rapid Repair technicians working with the latest tools and using genuine spare parts. So, the entire journey of the device while it goes through various stages of repair processes is shared with customers on a real time basis and they don’t have to be anxious enough to call back or contact us for an update or progress on their device.
Ensuring a Happy Outcome
The last leg of the customer journey is especially crucial, we think, when it comes to impressing with results and gaining brownie points from customers. So, once a repair job is done satisfactorily, we ship it across to the customer through our logistics partners. And we make sure that the device looks as good as new. Top-quality packaging adds to the wow factor when the customer unboxes the fixed device. Since we never ask for any upfront payment until an Apple device or OnePlus smartphone is repaired and sent back to the customer, it adds to the satisfaction level. Customers also love the speed and professionalism with which the whole thing is handled.
And the result? Very happy customers! Check out some of these awesome reviews.
In a nutshell, Rapid Repair is all about a smooth customer journey and high customer experience and we do everything it takes to achieve the goal of maximum satisfaction. This has helped us grow rapidly in the last couple of years, and today, after successfully repairing 5000+ devices for 3200 happy customers, we have started offering our services across 18,000 pin codes in the country! Offering top-quality repair at affordable prices has always been our motto and we intend to continue in the same vein in the years to come. So, whether it is your iPhone, iPad, Apple Watch, MacBook or OnePlus smartphone that needs a reliable repair job, get in touch with us today.