After-sales technical support is an important part of the software service business. This link directly affects the customer's follow-up experience and brand reputation. It can be said to be a continuation of the sales link. Even if your business is not large, this link also needs to be focused on.

In this context, it is definitely not possible for the enterprise technical support link to appear in front of customers as a "grass team". Even if this kind of grass team can solve some problems for a short time, it will certainly not be beneficial to the development of the enterprise for a long time, and even cause unexpected black swan events in business.

Then the problem arises, as a small-scale enterprise, how to build an after-sales technical support system to ensure professionalism without excessive cost? How to integrate the two key nodes "work order" and "remote tools" involved in the technical support process? Here we will take the Awesun technical support solution as an example to give you a brief introduction.

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Low-cost construction of technical support solutions, integration of work orders to achieve closed-loop process

The Aweray Awesun technical support solution is suitable for diversified enterprise scenarios such as IT support, remote inspection, after-sales service, etc., which can help enterprises quickly respond to customers' various technical service needs, increase operating income, streamline operating expenses, and improve overall service efficiency.

Recently, the Awesun technical support scheme has been further upgraded, integrating the work order system into the scheme, realizing the integration of the work order management platform and remote control tools, and realizing the business closed loop.

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Specifically, the Awesun technical support scheme can now realize the client's one-click submission of work orders, automatic uploading of basic equipment information, the control terminal in the work order and positioning of target equipment, automatic circulation of work orders and support SLA quality control, statistical analysis of customer service orders, customer satisfaction, etc.

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The upgraded Awesun technical support plan can be said to be a complete work order embedded in it. More importantly, the price of the plan has not increased significantly. The cost of building a multi-seat remote technical support plan for the enterprise is only a few thousand yuan.

Efficient remote control, technical support for fast access

If you want to do a good job, you must first sharper your tools. Aweray Awesun technical support solutions provide efficient remote control tools to help companies greatly improve service efficiency and customer experience.

First of all, the remote control performance of the Awesun remote control itself is very outstanding, with clear picture quality and extremely low delay. At the same time, the Awesun technical support solution adopts the exclusive enterprise remote control channel to ensure the stability and smoothness of the remote control.

At the same time, the Awesun technical support solution initiates remote control by adopting the identification code quick access mode of "one party initiates, one party accepts", which can quickly initiate remote assistance. The scheme supports a large number of identification code comments. For customers who need long-term service, there is no need to find the corresponding identification code each time. Historical customer identification codes can also be imported into the platform in batches, with one-click migration, and customer management has no burden.

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In the remote control process, the Awesun is also equipped with a variety of auxiliary functions, including several representative file transfer functions: "file transfer", "direct drag and drop", "folder mapping", etc. These functions can be used to transfer all kinds of files, such as various software patches commonly used in after-sales technical support, etc. Various transmission forms are also convenient for enterprises to configure relevant service strategies according to their own needs.

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SOS version can be customized to maintain professional service image

As a professional enterprise technical support solution, Awesun technical support solution does not restrict the software on the controlled side. In many cases, the personal version of the Awesun is already installed on the customer's computer, so there is no need to install the enterprise client repeatedly.

Of course, Awesun also provide a professional SOS version, which can provide an efficient installation-free software for customers without Awesun, so that they can accept remote control safely and quickly.

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In addition to the standard SOS version, the Awesun also supports enterprises to customize the SOS version software, showing relevant information of the enterprise when the remote control request appears, showing a professional image.

Perfect management function to help enterprises build service traceability system

At the level of management and service traceability, Awesun technical support scheme is equipped with agent log function and screen recording traceability function to help enterprises establish traceability system efficiently.

The [Agent Log] on the Awesun management platform records in detail the accurate service logs of the agent accounts under the enterprise, including the specific events of remote control, start/end time, agent name of technical support work, customer identification code, remarks, brief event records and other information.

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Turning on the remote control screen recording function can also provide first-hand reference materials for tracing afterwards. Normal screen recording files will be saved locally. Enterprises can also use the "cloud video recording" service to automatically upload and store screen recording files in the cloud.

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Summary:

The above is the introduction of the highlights of Aweray Awesun remote control in the field of enterprise after-sales technical support. The upgraded Awesun technical support solution is suitable for enterprises with multi-seat needs, focusing on the efficient construction of technical support system and related enterprise management capabilities. If you are a personal studio and only need one seat, then recommend you know Awesun "IT Elite Edition" service, it is also a very good remote control solution.

As a national-level remote control brand, Aweray Awesun, in conjunction with the 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. At the same time, Awesun parent company "Aweray" has been deeply engaged in the field of remote connection for 18 years, with 0.1 billion registered users, 1.2 million enterprise customers and more than 2 billion access devices.