1、 After-sale service mode:
(1). Technical support: We provide professional technical support to customers to solve technical problems they encounter during use. We can provide customers with timely and effective solutions for equipment installation, debugging, and troubleshooting.
(2). Repair and maintenance: We provide comprehensive repair and maintenance services to ensure that customer equipment is always in the best condition. For equipment that malfunctions, we are able to respond quickly and carry out repairs; For equipment that requires maintenance, we can also provide regular maintenance services according to customer needs.
(3). Customer Follow up: We regularly follow up with customers to understand their usage and satisfaction. By collecting customer feedback, we can continuously improve service quality and product performance, providing customers with a better service experience.
2、 After sales service process
(1). Customer feedback. Customers can submit inquiries, complaints, or repair requests through various channels such as hotline, online customer service, email, or social media. The enterprise sets up a dedicated customer service center to continuously receive and preliminarily classify these requests 24 hours a day.
Customer Follow up: We conduct regular follow ups with customers to understand their usage situation
(2). Problem analysis and dispatching. Based on the customer's description, the customer service personnel conduct a preliminary analysis of the nature of the problem and quickly dispatch the order to the corresponding technical team or maintenance department. For urgent issues, activate the rapid response mechanism to ensure timely handling of customer problems.
(3)During the service execution phase, technical personnel contact customers based on dispatch information to arrange on-site service or remote support. During the service process, technical personnel record problem phenomena, handling steps, and results in detail to ensure traceable service quality.
(4). Service feedback and tracking. After the service is completed, customer service personnel will proactively follow up with customers, collect feedback on service satisfaction, and evaluate the service process. For unsatisfactory situations, immediately initiate remedial measures until the customer is satisfied.
(5). Knowledge management and continuous improvement. Enterprises will compile the problems and solutions encountered during the service process into a knowledge base for internal personnel to learn and avoid repeated problems. At the same time, regularly analyze after-sales service data, identify weak links in services, continuously optimize service processes, and improve customer satisfaction.