Whether an enterprise can provide customers with high-quality service in the after-sales technical support link largely determines the reputation of the product, which in turn is related to whether the customer will recommend the enterprise's products in the industry or even renew the service. Therefore, the ability to provide customers with high-quality, professional, timely and safe after-sales technical support has become one of the core elements of whether an enterprise has competitiveness in the market.

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One of the signs of the transition from "grass team" to "professional" is whether a platform system has been built. A mature technical support platform system often integrates remote tools, work order circulation, quality control, statistical analysis, management system and other aspects. Aweray Awesun remote technical support solutions can help enterprises build a platform-based after-sales management system. Here we will introduce it.

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Set up after-sales service system with "seat members" as basic unit

The basic unit of the Aweray Awesun technical support solution is the "agent member". The main account held by the enterprise can have multiple independent account accounts of seat members, and these "seat members" can be assigned to after-sales service personnel or groups to provide technical support services to customers.

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Agent members can add a large number of "star customers" and make comments to quickly initiate connection and record customer information. Independent member accounts can only maintain their own customers. After employees leave their jobs, managers can delete the corresponding member accounts, but the customer records are still kept in the management platform.

At the same time, all member accounts are managed by the main account in a unified manner, and remote control permissions are supported for agent members.

Integrate professional work order platform to build remote control ITSM closed loop

The Aweray Awesun technical support scheme is not only a remote control scheme, but also fully integrates the professional work order platform system. The remote control ITSM platform works together to realize the integration of the work order management platform and remote control tools and realize the business closed loop.

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In this system, Aweray Awesun provides enterprises with the following core platform capabilities:

● Support the client to submit work orders with one click and automatically upload basic equipment information

● The work order interface sets up the control end and locates the target equipment to improve service timeliness.

● Automatic chemical single flow, support SLA quality control

● Based on the statistical analysis of customer service orders, customer satisfaction and other dimensions

In terms of the implementation of the specific scheme, the Awesun team embeds the easy maintenance work order initiation portal into the Awesun software client, and after the work order is submitted, it enters the easy maintenance help desk system for automatic circulation and assigns it to the corresponding technical support service personnel.

At the management level, the scheme has also been fully integrated, the relevant member information of the Awesun management platform will be automatically synchronized to the easy-view console, of course, we can also set the corresponding rules for synchronization, to meet the management needs of enterprises.

A variety of traceability management tools to ensure service quality

The Awesun technical support solution is equipped with a variety of remote service traceability methods, including agent log recording screen traceability.

The agent log records in detail the accurate service logs of the member accounts under the enterprise, including the specific events, start/end time, name of the agent for technical support, customer identification code, comments, brief event records, and other information.

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At the same time, turning on the remote control screen recording function can also provide first-hand reference materials for post-event tracing. 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.

Summary:

The threshold for platform construction is sometimes not as high as we imagined. Aweray mature SaaS solutions such as Awesun technical support solutions provide us with a low-threshold technical support platform solution. For enterprises with increasing after-sales demand, this solution can well complete the professional evolution of after-sales links, further improve service quality and fully empower core businesses.

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 present, many leading enterprises have chosen the remote control scheme for Awesun enterprises. At the same time, Aweray Awesun and Shanghai Software Industry Association jointly released the first group standard for the remote control industry, accelerate the application of remote control software technology in a wider range of scenarios in the future.

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