MILWAUKEE, WI (February 4, 2015) ─ At Briggs & Stratton, (NYSE:BGG) not only is it easy to find out how to contact customer service and get all your lawn mower, snow blower, and small engine questions answered, but now you can also choose how you ask and receive answers. Briggs & Stratton recognizes that their customers have different preferences and as such is now the first in the industry offering the most extensive omnidirectional approach to their customer support services. Whether customers select to receive their assistance via phone, e-mail, live chat, or self-service, the Customer Support Portal has an option for everyone.
“Based on our Voice of Customer data we know our customer’s support preferences. Our customer’s expectations for support interactions are changing,” explained Director of Customer Experience, Dave Cluka. “Online self-service is now the primary way our customers want to interact with us for support. After online self-service, our customers equally prefer phone, email and live chat. Based on this data, we have aligned our resources to accommodate the changes in customer preference.”
To ensure a great customer service experience, Briggs & Stratton has done extensive research on how to best assist the variety of questions and types of support customers prefer. While more traditional methods such as phone calls to the Answer Center with representatives offered Monday-Friday, 8 AM – 5 PM CST are still available, Briggs & Stratton has expanded their services to fit every need. Depending on the level of knowledge or preference of support Briggs & Stratton wants to be available wherever customers have questions.
For those who prefer self-service or quicker turn around, there are comprehensive resources available on the Briggs & Stratton website including FAQ’s, maintenance videos and how to’s, online manuals, and a User Community to ask experts questions. For even more immediate self-service customers may use the newly expanded QR labeling system on most engines to be directed to a personalized page with operator manual, illustrated parts list and engine specific information with a simple mobile phone scan.
For customers who prefer a more interactive approach or have multiple questions, Briggs & Stratton offers phone, e-mail, and live chat with representatives. And for those that need assistance with their maintenance requirements, our dealer locator can help find one of the 12,000 Briggs & Stratton certified dealers in their area.
Customers are also encouraged to rate and review their products. “We want to hear about the customer’s experience with our products; good or bad. If the customer shares a poor review, this gives our customer support team a chance to provide assistance,” said Katie Luelloff, Assistant Manager of E-Customer Support. Not only are we able to offer customer support through ratings & reviews, but the customer feedback is reviewed by multiple teams to understand our customer’s experiences with our products.”
With the Briggs & Stratton Customer Support Portal the all-encompassing design truly helps customers answer all their questions in any manor they choose.
Briggs & Stratton Corporation
Briggs & Stratton Corporation, headquartered in Milwaukee, Wisconsin, is the world’s largest producer of gasoline engines for outdoor power equipment. Its wholly owned subsidiaries include North America’s number one marketer of portable generators and pressure washers, and it is a leading designer, manufacturer and marketer of lawn and garden, turf care and job site products through its Simplicity®, Snapper®, Ferris®, Murray®, Allmand, Branco® and Victa® brands. Briggs & Stratton products are designed, manufactured, marketed and serviced in over 100 countries on six continents.