BRANDS & RETAILERS
AT A GLANCE
Keep customer support costs under control despite exponential growth
Provide an interactive option to reduce customer questions about assembly
As sales increased exponentially, BILT helped mitigate customer service call demand
TRINITY is a customer-centric company committed to delivering quality products for home, commercial, and industrial storage and organization. TRINITY products are sold online and through many major retailers.
Customer Experience to Scale
The TRINITY leadership team recognized that assembly-related issues are the main reason customers return products. “If they can’t assemble it properly, they don’t want it anymore. They’ll bring it back to the store,” says Director of Operations Cindy Lin.
While many of their products are easy to put together, Lin says they also manufacture many large items including wall racks, cabinets, patio sets, tool chests, work tables, and benches that can be intimidating to assemble and even more difficult to return. They are large, heavy, and delivered on pallets.
TRINITY sought to improve their out-of-the-box customer experience beyond paper manuals or videos. Their goal was to ensure their assembly and installation instructions were as accessible, comprehensive, and as straightforward as possible. TRINITY found that investing in a better customer experience helped reduce returns, minimize customer service calls, and address negative reviews.
TRINITY partnered with BILT to provide a 3D interactive instruction option. The award-winning BILT app provides Intelligent Instructions® that are voice and text guided. Beginning with a product overview, BILT shows users how many people and how much time the project will take as well as the tools required and parts included. The mobile app gently directs the project step by step at the user’s own pace. Customers can tap on a part for more information, zoom in for clarity, and rotate the 3D animations to get just the right angle. Consumers can register their products, access warranties, and leave ratings and reviews.
“Because of the extended support, they [customers] are able to feel more confident purchasing the item,” says Lin.
Since partnering with BILT, TRINITY has continuously increased sales without necessitating a spike in customer support costs.
TRINITY puts BILT call outs on their website, on retail marketing channels, on their boxes, and on their paper instruction manuals to be sure customers know about their premium customer experience.
Reviews on the BILT app indicate customers appreciate the enhanced set-up assistance. Occasionally consumers reach out to TRINITY via the BILT app to locate missing parts. BILT connects customers to the brand in a revolutionary way which facilitates getting customers the help they need. Lin says BILT makes it easy for customer support reps to contact customers who need help if they’ve registered their product in the app.
“When we get a great review, we feel great,” says Lin. She says the TRINITY team reads reviews and responds quickly in order help customers avoid a frustrating and costly return. “By partnering with BILT we’ve added an extra layer of return protection.”
In addition to a better customer experience, TRINITY also receives customer and product insight that fuels continuous product improvement and additional growth.
After assembling the TRINITY 72″ Stainless Steel Workbench with BILT, NPS=10
After assembling the TRINITY Garage Modular Cabinet with BILT, NPS=10
After assembling the TRINITY Ecostorage 6-Tier Wire Shelving Rack with BILT, NPS=10
After assembling the TRINITY Wood Kitchen Cart with BILT, NPS=10