After-sales technical support is the continuation of the company's sales behavior. Its quality is directly related to the reputation of the company's products, and then affects the development of the core business.
In the face of such an important customer communication window, how should enterprises establish a professional reputation for core business, build a reliable and comfortable customer service system, and carry remote technical support services:
● Intuitive professional image building, so that customers have a good first impression
● Improve the efficiency of remote services and minimize the burden on customers during the service process
● The construction of the service platform allows customers to clearly perceive the progress of the service.
Here we take the Aweray Awesun technical support solution as an example, a brief understanding of the specific characteristics of the remote control solution, to achieve the above three aspects of optimization, and then from the after-sales technical support level to strengthen the business moat.
The establishment of professional service image: customized exclusive software VI
To show the professional image of after-sales technical support services for customers, remote control software itself is an important carrier, especially the SOS installation-free version commonly used in technical support scenarios.
Awesun technical support solutions provide professional SOS version customization services: support customization of SOS package logo and software name and other information, can customize the team name displayed when customers receive remote control requests, effectively enhance enterprise brand awareness and enhance professional image.
In addition, the SOS version does not require any installation, and the customer can open it and use it. After use, it can be deleted directly without rewriting any registry information.
Efficient service: remote control is stable and reliable, low burden customer-oriented
Efficient service can be reflected in two dimensions.
First of all, on the enterprise side, the Awesun technical support solution supports Windows, macOS, Linux, Android, iOS and other systems. A single member can add up to 300 star identification codes. At the same time, it combines the professional work order system to realize the rapid flow of demand, and can quickly initiate remote control when customers need remote assistance.
On the customer side, the Aweray Awesun technical support solution adopts the remote control mode of "one party initiates and one party accepts". The remote control must obtain the consent of the controlled end, and the controlled end equipment of the customer always occupies the dominant core position in the remote control process. Such a design may greatly ease the customer's sense of "uneasiness" when being charged, and further establish the customer's trust in the enterprise.
In addition, many customers may not want to install a special software on the computer, or some business equipment is not allowed to install such software, in the face of this situation, the above-mentioned SOS version can be very good to reduce the customer's operating threshold.
Service Platform Construction: Automatic Circulation of Work Orders and Transparent Service Progress
The Aweray Awesun technical support scheme is not only a remote control scheme, but also fully integrates the professional work order platform system. Through the joint efforts of the remote control ITSM platform, the integration of the work order management platform and remote control tools is realized, and the business closed loop is realized.
At the same time, triggered from the perspective of the theme of this article, the platform-based work order system can obviously also bring professional first impression, while customers can perceive the progress of the work order in the whole process, real-time control of service progress.
Specifically, the core capabilities of the platform are as follows:
● Work orders can be submitted at one click, and basic equipment information can be automatically uploaded to shorten the demand transmission link.
Service personnel can be a key positioning equipment, reduce customer waiting
● Automatic chemical single flow, support SLA quality control, provide management hands
● Based on the statistical analysis of customer service orders, customer satisfaction and other dimensions, support follow-up traceability
Summary:
Whether it is as a simple remote control tool, or need to further build remote technical support system, Aweray Awesun scheme can be from the above three directions to help enterprises establish a more professional image, there are needs of enterprises may wish to give it a try.
As a national-level remote control brand, Aweray Awesun has been deeply engaged in the field of remote connection for 19 years. China has more than 0.1 billion registered users, more than 1.2 million enterprise customers and more than 2 billion access devices. At the same time, Aweray Awesun and Shanghai Software Industry Association released the first group standard in the remote control industry, accelerating the application of remote control software technology in a wider range of scenarios in the future.