Oppo bets big on after-sales services, takes customer care service to the last mile

Handset maker Oppo today announced its plans to strengthen its service centre network to 600-plus stores by the year 2022. The brand currently has over 500-plus service centers spread across 500-plus cities which form the backbone of the brand’s premium experience in after-sales service.

With an aim to deepen consumer connect and build brand loyalty, the announcement follows Oppo’s efforts to give its users more reasons to buy products with more convenience and accessibility. Through this expansion, Oppo is ensuring its commitment to reach out to customers with service centres in the most remote locations across the country.

To provide speedy and high-quality services, the brand also expanded its after-sales network in districts including Kudal, Modasa, Nangal, Udhampur, Mayiladuthurai, Dharmapuri, Hingoli, and Thootupupudi.

“Customer centricity is at the heart of how we build our products and craft consumer experiences. The expansion of our after-sales service network to over 500 cities in India is an endeavour to offer consumers an amazing and unparalleled experience with our products no matter what part of India they live in,” said Damyant Singh Khanoria, Chief Marketing Officer, Oppo India.

A recent report by Counterpoint highlighted that Oppo ranked No. 1 in after-sales service experience with 93% of the respondents rating their experience as “very good” or “excellent”. Additionally, the lowest waiting time was recorded among Oppo customers with half of the respondents being attended within just 15 minutes of their arrival. Oppo is leading in customer support with most of the users receiving status updates through WhatsApp and SMS. As per the study, Oppo was the fastest in turn-around time during after-sales delivery and maintained the most updated inventories.

OPPO India has also introduced a dedicated AI-powered chatbot called ‘Ollie’ that is available 24×7 for consumers to resolve 94.5% of their queries. There is also a Platinum care hotline exclusively for Reno and Find users providing 24*7*365 days support in Hindi and English. It provides customers with express solution to their queries and complaints.

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