TECH STARS

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Since 2007, Star Tech Ltd. has been a trusted name in Bangladesh, renowned for exceptional customer service and a user-friendly online shopping experience. Managing Director Jahed Ali Bhuiyan and Director Sajedur Rahman are guiding this success, working tirelessly to empower consumers with informed choices and providing top-notch electronics to meet diverse needs. In this exclusive interview, we uncover their dedication to customer satisfaction and their vision for elevating online electronics retail.


 

What strategies have you implemented to make Star Tech’s online platform user-friendly, engaging, and living up to the expectations of the digital age?
At Star Tech, we have implemented several strategies to ensure all of our digital platforms feel user-friendly and engaging. We ensure all information, including pricing and detailed specifications, is updated regularly to help customers make informed decisions. Our intuitive website, app, and other social media platforms are accurately designed with user-friendly e-commerce standards for seamless navigation. Our mobile app, available on both Android and iOS, features a streamlined interface and fast order processing. All the popular payment gateways in Bangladesh are available at our checkout page and customers can see real-time order status updates on all of our digital platforms, ensuring convenience at every step.
Additionally, our online PC Builder service assists users in designing custom PCs according to their unique needs. Currently, we are welcoming over 1,00,000 daily visitors and processing more than 1,000 orders per day. These strategies collectively make our digital platforms highly engaging and user-centric, ensuring an enjoyable shopping experience for our customers.

 

Md Jahed Ali Bhuiyan
Managing Director
Star Tech Ltd

 

How do you design your website to empower users to make informed purchasing decisions with ease?
Our website design philosophy focuses on enabling customers through clarity and efficiency. We prioritise maintaining a fast website while keeping a minimalistic, user-friendly UI/UX layout that highlights what matters most to them – products. The user-friendly navigation system, combined with clear categorisation and powerful search functionality with smart filters, helps customers find exactly what they are looking for. We’ve implemented comprehensive product pages featuring user reviews, detailed specifications, and updated information about availability, pricing, and policies. Our side-by-side comparison feature allows customers to evaluate options effectively and choose the best product for their needs.
To make our customers’ shopping journey more effortless, we’ve integrated call-to-action buttons for quick ‘Add to Cart’ and ‘Compare Now’ functions. Our support team and detailed FAQs provide the necessary assistance for choosing an item. The checkout process has been simplified to avoid unnecessary checklists, reducing the steps required for placing an order. This combination of accessibility features creates a sound experience from product selection to purchase. The whole process makes our customers truly satisfied when they leave our website.

How does your team ensure customers feel valued and supported both in-store and online?
For us, customers always come first. At our physical shops, we, the Star Tech team, always emphasise maintaining a supportive environment throughout the shop. For instance, when a customer enters our store, we promptly approach them to offer any help choosing products. We often provide special services to our elderly customers or those with physical disabilities, inviting them to sit comfortably while we take care of their needs. For our online customers having urgent delivery needs, we have an express delivery service.
Customers can also reach us from their homes or offices by calling our hotline number 16793 between 9 AM to 8 PM seven days a week. They are free to inquire about products, give valuable suggestions, and even file complaints. For both in-store and online customers, there is a feedback-sharing option. This significantly helps identify and understand our customer’s expectations and helps us improve our regular services. A dedicated complaint resolution team is always ready to promptly hear out customer inquiries and solve them right away. The streamlined Return Merchandise Authorisation (RMA) process, based on our hassle-free return policy, makes our customers feel confident during every purchase. These quality services positively make every customer feel valued and supported throughout their entire shopping journey.

 

Md Sajedur Rahman
Director
Star Tech Ltd

 

How do you train and motivate your staff to consistently prioritise customer satisfaction?
To prioritise customer satisfaction, we invest in comprehensive training programs for our team members at Star Tech. These programs cover everything from product knowledge to customer service skills. We develop real-life scenarios and role-playing exercises for our team members to realise real-world situations. We not only make our team better with training and workshops but also reward the best employees every month. This always keeps our team members motivated throughout the year. We frequently brief our team members with updated information about products which aids them in delivering personalised services to our customers. Doing so enables them to present the right product to the customers ensuring proper customer satisfaction.
Fostering a sense of ownership and responsibility among our employees makes a significant difference, enabling them to make the right decisions and develop strong problem-solving skills. We hold regular feedback sessions and team meetings, providing a platform for them to share their thoughts. Additionally, Star Tech leaders keep the team motivated by emphasising the importance of happy customers to the success of our business. We encourage open communication, teamwork, and continuous learning to prioritise customer satisfaction. Ultimately, we strive to create a work environment that supports our team members to grow in their roles and empowers them to deliver exceptional customer service.

What is Star Tech’s vision for the future, and how do you plan to evolve to meet customer needs?
Star Tech currently has nearly 20 sales points all over the country. The company envisions being the leader in providing total IT solutions in Bangladesh. We aim to expand our IT business beyond only hardware-based offerings, focusing on future-ready computer and IT solutions including home tech services. Our vision includes integrating all types of electrical home services providing expert assistance directly to the customer’s doorstep. At present, we have an established home technical service platform offering home-based services in Dhaka, and we have a plan to make it available countrywide as soon as possible. By broadening our expertise, we plan to provide the best IT solutions that benefit businesses and also individuals.
By prioritising our organisational culture of sticking with innovation and the dedication of our team members to ensure customer satisfaction, Star Tech aims to positively thrive in the nation’s competitive tech industry.

 

Photographs by Shuvo Mridha

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