gotop
Home End-to-end Customer Service

End-to-end Customer Service

Acer' success depends on the trust our customers have in us. Since the company' founding, we have demanded of ourselves constant improvement in quality. From product design through production to after-sales service, we continually strive for innovation and improvement, all while also complying with domestic and foreign legal requirements for performance and customer safety.

Acer' vision is to become a leading brand that creates better lives through innovation and customer care. We firmly believe in the pursuit of quality in everything we do, and that this approach will ensure we remain competitive. To ensure our customers are satisfied, we actively strive to understand their needs and to develop better, easier to use products and services that meet, or even surpass, expectations. In this way, we create greater value for our customers.

 

Customer Service Systems and Mechanisms

Global Customer Relationship Management System

A good system is fundamental to excellent customer service. To improve customer service, we developed the Acer Customer Service System (CSS) to centrally manage Acer' directly-managed service centers, authorized service centers, professional maintenance companies, telephone service support centers, spare parts planning and warehouse management, as well as managing customer interactions through the network. In this way, we can ensure improved service speed and quality. This system is already in use in Europe, the Middle East, Africa, Asia-Pacific, and the Americas, with a dedicated system for the China and Taiwan regions, providing customers around the world a better quality of service.

In addition, we have also improved the functions of the customer relationship management system, providing customers with a mobile application through which they can make inquiries and can track service requirements. Technical service engineers can also work online. In order to improve maintenance quality and reduce maintenance time, all regional service centers also make use of the Acer Diagnostics Suite (ADS). With the introduction of the ADS into maintenance centers, the system returns test results to the CSS to provide the basis for repair work, thereby improving diagnostic accuracy and improving the rate of second repairs. In 2018, we reduced the second repair rate to 4.5%.

Multiple Service Channels

Acer is devoted to helping customers understand the features of our products and services, and to using a variety of methods to understand what our customers need. Our customers should feel free to contact us at any time and provide comments and suggestions through the following channels:

Acer Community: Online Communications, Prompt Responses

The Acer Community website provides customers with an online communications channel that enables them to post their problems at any time and receive prompt, accurate responses from other Acer Community members. In 2018, the Acer Community saw some 47,980 new user registrations. Currently the community has a total of 288,379 members, over 440,084 posts, and over 14,754 solutions provided by Acer. In 2018, a total of 7,629,289 visitors viewed the site over 17,980,332 times.

In the Predator discussion forum, we added a new board, Predators Den, to enable users to share game equipment settings and discuss games they are playing or waiting for. We have also established the ACE team, consisting of 18 super fans, including four new members added in 2018.

Acer Idea, meanwhile, is a channel for all registered members to put forward their ideas for products, accessories, and services, including product hardware or software improvements, more customer-friendly web pages, and so forth. As of the end of 2018, a total of 254 innovative ideas had been shared through this channel. These ideas help Acer understand what our customers need, knowledge that can be applied in later product development and service improvements.

Acer e-Academy: Helping Service Staff Solve Problems Better

To facilitate our worldwide customer service staff' provision of the best customer advice and assistance, for 10 years we have used our online learning system (Acer E-Academy) in 2009 to provide professional knowledge training in new products, resolution of common product queries, customer skills, and standard processes to front-line customer service employees and operating unit employees, including an online evaluation after the course has finished. Currently, Acer E-Academy provides more than 7,700 employees and partners around the world access to the latest product information, equipping them to provide better customer service. In 2018, Acer EMEA offered 4 courses, the goal of each being to help staff more effectively deal with customer inquiries through a set of standard methods and to enable the participants to fully understand each product through a virtual journey, even without seeing the actual product.

Acer Answers: Answering Troubleshooting Articles

On our official website, Acer has set up the Acer Answer section, which currently supports 13 languages and provides customers with the ability to search for information, ask questions, and engage in real-time chat. We also show the latest questions and answers on the page to help consumers find hot topics faster. In addition, we have improved the website' search functionality, enabling customers to search for products by model name and get relevant articles. In 2018, we published 2,400 articles.

Self-Testing System

The Acer Care Center is a software suite for optimizing Acer notebooks and desktops, helping users keep their devices in top condition. ACC can also link users to Acer' support team to get them the assistance they need. ACC provides comprehensive service, including checks and updates, ensuring users can keep their devices up-to-date and running smoothly.

 

Customer Privacy Protection

Acer understands the importance of the protection of personal information and privacy to our clients, and as such we consider our policies on personal information protection and privacy to be a priority. All Acer employees are required to carefully protect confidential or proprietary information provided by customers, and our products make use of data security technology. However, both technology and the risk of hacking or intrusion into systems are always changing, and so in addition to constantly reviewing the necessity for collecting customer information and strengthening information security protection measures, the Company has established information security protection systems to provide an additional layer of privacy protection by distributing risk.

In 2018, our privacy protection measures included:

 

Customer Satisfaction Survey

We carry out Acer Customer Satisfaction Surveys in each country individually. As such, methods can vary. However, head office still regularly collects the results of our surveys and reviews them for trends and insights. Current survey methods include telephone, online, face-to-face interviews, and telephone interviews with corporate customers. In addition, in 2018, we began to ask customers’ about their purchasing experience on the Acer Store website, as well as adding new survey channels to enhance our services.

To improve customer satisfaction, we conduct regular (weekly/monthly) review of authorized service centers; if a problem is found or an incident occurs, the center will also provide a corresponding corrective plan. Additionally, on-site training was held for all staff at authorized centers each quarter, increasing knowledge base content and resulting in a marked reduction in response time. In 2018, this was reduced from four weeks to one week or less after repairs were completed. Currently, the majority of both internal maintenance centers and partner authorized service centers, have successfully obtained ISO 9001/ISO 14001 relevant certifications. In aggregate, our 2018 survey results show high global satisfaction, with positive customer evaluations accounting for 95.09% of total evaluations.