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[265] Later in the year, the company increased its spending on customer service to $150 million. [266] Since 2018, Dell has seen significant increase in consumer satisfaction. Moreover, their customer service has been praised for its prompt and accurate answers to most questions, especially those directed to their social media support. [267] [268]
Dell operates under two divisions: [20] [25] Dell Client Solutions Group (55.3% of fiscal 2024 revenues) – produces desktop PCs, notebooks, tablets, and peripherals, such as monitors, printers, and projectors under the Dell brand name; Dell Infrastructure Solutions Group (38.3% of fiscal 2024 revenues) – servers, storage, and networking
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Customer service may be provided in person (e.g. sales / service representative), or by automated means, [11] such as kiosks, websites, and apps. An advantage of automation is that it can provide service 24 hours a day which can complement face-to-face customer service. [12] There is also economic benefit to the firm.
A customer representative is an individual who has authority to represent a community that intends to purchase a product. The term is most often applied to a representative of a company, or proxy, who works closely with a producer or developer to clarify specifications for a product or service.