Remote Work & Learning
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To mark BenQ’s 21st birthday, we’d like to share and highlight stories from around the world that exemplify the spirit of our team members. BenQ teams work on the basis of understanding customer needs and treating all contacts with compassion. Maintaining personal relations and helping out whenever possible are natural to BenQ teams, as we are all people, wherever we are, and we should help each other when we can. By sharing these stories, we hope to increase awareness of the importance of understanding customers and spotting opportunities for positive action. While we celebrate a happy BenQ birthday, let us maintain our mission of bringing quality and enjoyment wherever we are, as we lend a helping hand to people in need.
Today’s touching story has a lot to do with geography. It begins with Mr. A, who is from Germany. Mr. A was online, looking for a new monitor. He decided that BenQ was the brand he wanted, but was unsure which model would best suit his particular needs. Noticing the chat icon, Mr. A clicked on it and typed his query in German, not knowing that his message would travel nearly 6000 miles to Taiwan, creating a new bond between locations and people.
Mr. A is an experienced customer with a focus on coding and gaming. He was using an Acer Predator high refresh monitor at the time but felt the display was hurting his eyes and lacked ergonomic features. He wanted a monitor that was flicker-free and highly adjustable in terms of angle, swivel, tilt, and so on. Mr. A had his heart set on a 32” monitor, but again, he wasn’t sure which exact model would be best, and needed a person to consult with.
As Mr. A prefers to communicate in German, our support team assigned a colleague that was fluent in German, to make the best effort to understand Mr. A and meet his needs. This effort succeeded, and together, Mr. A and our support team were able to establish a new bond over chat. Despite the language barrier, communication proved clear and there was no hurdle to providing Mr. A with great support remotely.
Our team understood that gaming and coding were of equal importance to Mr. A, and that he needed a comfortable monitor for extended work sessions. The ergonomics and ability to adjust the screen meant that Mr. A would not be best served by a monitor designed primarily for gaming, which is what he was already using. Models more in tune with productivity but still able to deliver great visuals were needed. Our support staff engaged Mr. A in a long, deep, and friendly conversation, and found out much about his life and requirements. It turned out almost all of his gaming was focused on story-rich AAA titles that highlight graphic details rather than fast frame rates, as do competitive first-person shooters, for example. His Acer Predator monitor had a high refresh, but that only irritated Mr. A’s eyes. He also needed a higher resolution monitor in order to clearly see text while coding. Our team found out that Mr. A was 65 years old at the time, and that his eyesight was not as good as it used to be an understandable problem.
BenQ support staff suggested the highly ergonomic PD3220U, a monitor developed for designers, programmers, and content creators. At 32” and with ultra HD 4K, the PD3220U offers superb pixel density and clarity with BenQ EyeCare technology preventing flicker and blue light pollution, all ideal traits for users like Mr. A. Once he heard the specifics of the product, Mr. A was delighted and immediately put in an order for a PD3220U.
The PD3220U arrived at Mr. A’s home in a few days, and after setting it up, he got in touch via chat right away. Mr. A already had a chance to use the PD3220U and was so pleased with it, he decided to purchase another one. He then shared more about his life with our team. In addition to his age (65), Mr. A shared that he has three daughters, and eight grandkids, and was expecting to become a great-grandfather in three months!
We also learned that Mr. A has been a gamer for over 30 years, and enjoys gaming together with family members, especially his grandchildren. And so, he told our team that the new PD3220U not only augmented his work and personal gaming but also his shared experiences with family. The new monitor was a favorite among the grandchildren and helped make gaming as a family easier and more inviting.
Mr. A then typed in the sentence we showed at the beginning of the story, telling our team that they put a smile on his face, and asking whether it was magic. Distance and language proved no challenge for the genuine care and a strong desire to help a person in need.
Sincerity and candor when talking to people are among the strongest values that motivate our teams, regardless of eventual purchase. With Mr. A, we made a difference in the lives of people on another continent, created new friendships, and helped bring happiness. There is very little more to ask for!