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Customer-oriented service management
Consolidate and enhance the cooperative relationship with customers, accurately grasp and quickly respond to customers' personalized needs, improve customer loyalty, improve operational efficiency and profit income. Make a commitment to products and services to the society, facilitate customer supervision and complaints, and shape a good social image of the enterprise.
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Self-reportingCustomers can report repairs by scanning the code on wechat.
- (1) Query service progress.
- (2) Submit service evaluation.
- (3) Check the past repair records:
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High-Efficiency Response7*24 hour rapid response.
- (1) Provide 7*24 hour door-to-door service.
- (2) Respond to customers within 1 hour after receiving service events
- (3) Complete work orders within the time range required by customers.
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Service monitoringImplement monitoring service dynamics.
- (1) Monitor the location trajectory of engineers at any time to confirm whether the required service locations are reached
- (2) Select the nearest engineer to provide quick door-to-door service according to the service locat
- (3) The work order uses watermark photos to provide real feedback on the processing results
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Customer managementProvide service data and operation and maintenance reports in time.
- (1) Pay attention to customer feedback and timely return visits.
- (2) Find abnormal data, investigate deeply, and correct the problems in time.
- (3) Analyze work order data and provide customers with operation and maintenance reports supported by data.
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Remote IT Assistance
Solve technical problems such as system operation and troubleshooting for customers through telephone, email, remote desktop, etc., so as to quickly restore the normal operation of the system. -
On-site support
For technical problems that need to be handled on site, the after-sales service team will send engineers to the customer's site for troubleshooting, maintenance or upgrade. -
System upgrade and optimization
Regularly or irregularly upgrade and optimize the system to ensure that the system has the latest features and performance. -
Training services
Provide relevant training courses for client users or administrators to enable them to skillfully operate and manage equipment and systems. -
Preventive maintenance
Provide relevant training courses for client users or administrators to enable them to operate and manage devices and systems proficiently. -
Technical knowledge base construction
Establish and improve the technical knowledge base to provide technical documents, FAQs and other support for customers and service teams to facilitate quick resolution of common problems. -
Performance Monitoring and Reporting
Conduct real-time monitoring of the system's performance and provide clients with regular performance reports to help them understand the system's operational status. -
Regular telephone follow-up
Keep abreast of customers 'use and demand of equipment, follow up and solve customers' problems in time, and actively improve customer satisfaction.
