Oppo has just officially unveiled its new Service Center 3.0. With this, the company plans on greatly improving the service experience for its loyal customers. We got to experience this first-hand, thanks to Oppo offering us a visit to one of these modern service centers in India. So let’s have a look at what’s new with Service Center 3.0.

After-sales is an integral part of a brand’s operations given how simply selling a smartphone to customers is not the end goal for a company. Ensuring robust post-sale services to its customers helps maintain brand image and goodwill while also building trust regarding the smartphone maker’s commitment to both quality and customer relations. While every OEM offers after-sale customer service, Oppo seeks to take this a step further with its new Oppo Service Center 3.0 experience.

Oppo’s Customer service Head, Saurabh Chaturvedi stated that “Having a customer-first model, we believe in listening to customer feedback on various channels and deploying initiatives that are best suited for their needs. The recurring insight coming from our conversation with them was a need for a transparent, convenient, and premium service experience. Attuned to this feedback, we set a new industry benchmark in after-sales servicing with the launch of service center 3.0. Further, to offer a faster, easier, and more convenient customer experience, we have introduced device pickup and drop services which will ensure accessibility of quality technology across the country.”

The brand will offer full transparency during servicing. This means that the company’s service team will work on your device right in front of you for quality assurance. Oppo does place an emphasis on booking an appointment as it helps the service center procure any necessary parts and equipment before hand, which will help reduce the time taken for servicing. Once work has begun, the company claims that you will have a working smartphone in your hand within the hour.

At the moment, Oppo’s latest Service Center 3.0 is located in Chandigarh, India, which is also the site we visited for the media briefing. The Service Center 3.0 featured a new modern look, which blended Experience store aesthetics with a service center’s functionality. There were comfortable couches to sit and wait, while the center also offered magazines, a smart TV, and even a small private area as well for customers that may need to attend important business calls. There were even small toys to keep kids occupied.

The Oppo Customer Service Head confirmed that all of the current service centers are planned to be upgraded to the Service Center 3.0 standards in the near future. Right now, four of such state-of-the-art centers are already open, with one situated in Lucknow, Chandigarh, Calicut, and Kochi. Oppo will also offer users updates through emails and even SMS regarding the repair status of the customer’s device to ensure transparency remotely as well.

Here’s some quick info regarding Oppo Service Center 3.0:

• Repairs will be operational across 13,000 pin codes in India.
• Repaired devices have an expected return time of 3 to 5 working days.
• Senior citizens are offered the option of a home pick up and delivery for Oppo products.
• OPPO plans to expand its service center 3.0 upgrade to all the service centers by 2024 across Tier 1, 2, and 3 cities in India.

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The Chinese smartphone manufacturer Oppo has announced its plan to further strengthen its presence in India by expanding its service center network across the country. The company plans to increase the number of service centers to 600+ stores by 2022. As of now, Oppo offers service across 500+ cities in India with over 500+ stores.

Oppo is looking to reach the remote areas of the country with its new service centers. Recently, the company expanded its after-sales service centers in remote areas of Kudal, Modasa, Nangal, Udhampur, Mayiladuthurai, Dharmapuri, Hingoli, and Thootupupudi. The company said, “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” in a press release.

Upon the announcement, Oppo India’s Chief Market Officer, Mr Damyant Singh, said, “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.”

According to a 2020 report from Counterpoint, Oppo ranked No. 1 in after-sales service experience with a 93% satisfaction rate. The customer rated their experience as “very good” or “excellent”. The report highlights that customers waited an average of 15 minutes to be attended by the executives at the centers. Also, the report shows that Oppo has the fastest turn-around time and maintained its inventories.

Oppo also recently announced an AI chatbot, Ollie. Customers can reach out to Ollie 24×7 and get their queries resolved. Oppo says that the chatbot resolved 94.5% of consumers’ queries. The company also provides an exclusive Platinum care hotline for Reno & Find users. The hotline operates throughout the year, and customers can call in anytime and get their queries resolved.

Oppo added in its press release that the company will ensure customer and staff’s safety during the pandemic. The stores are said to be regularly sanitized, with staff adhering to COVID-19 guidelines.

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