Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes.
The company’s people-first mentality drives product development decisions based on customer feedback and real-world usage scenarios, leading to innovations like personalized setup assistance for complex TV setups.
Investing heavily in customer experience, Prism+ has significantly expanded its customer service team and in-house servicing capabilities to ensure quality control and enhance the overall customer experience.
Despite the trend towards automation, Prism+ emphasizes human connections by offering live customer service representatives on its website and providing a phone number for direct customer support.
Prism+’s COO, Mr Joseph Tsao
Proactive measures such as sending reminders for air conditioner servicing demonstrate Prism+’s commitment to maintaining high service standards and customer satisfaction.
Prism+’s ability to offer personalized service is supported by its current scale and focus on the Singapore market, with plans to expand its product offerings and maintain service excellence through expanded training programs and product innovation.
The company’s agility in responding to market trends and customer feedback is facilitated by an in-house R&D team and close collaboration with factories to ensure high-quality standards across the value chain.
In the long term. Prism+ aims to reduce the need for customer support by taking preventative measures through a data-centric approach in R&D, focusing on improving every aspect of the value chain from product design to manufacturing and installation.
