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啟飛智能：注重客戶體驗——贏在售后

2020-01-09 09:09:31 來源：啟飛智能 閱讀量：19501 評論

導(dǎo)讀：植保無人機發(fā)展至今，無人機植保作業(yè)也越來越普及，很多人也都操作過或多或少品牌的植保無人機，但每個品牌的無人機性能都稍有不同，售后工作也不盡相同。

　　【農(nóng)機網(wǎng) 明星企業(yè)】 植保無人機發(fā)展至今，無人機植保作業(yè)也越來越普及，很多人也都操作過或多或少品牌的植保無人機，但每個品牌的無人機性能都稍有不同，售后工作也不盡相同。


 

　　一 加強售前培訓(xùn)體系，減少售后問題
 
　　啟飛智能售后工作管理體系是從加強售前的培訓(xùn)工作做起的，用戶的操作規(guī)范，性能熟悉以及了解很多實用的小技巧，才能更好的使用無人機，無人機植保效率才能更大化。
 
　　為此，我們建立了完善的培訓(xùn)體系，無論是啟飛智能內(nèi)部技術(shù)人員培訓(xùn)、還是經(jīng)銷商大客戶培訓(xùn)、或者是終端用戶培訓(xùn)，我們都有完善的培訓(xùn)制度，理論與實操相結(jié)合，保證培訓(xùn)質(zhì)量。
 
　　二 縮短售后服務(wù)流程，高效服務(wù)客戶
 
　　A、配件到位快
 
　　經(jīng)過全公司各部門幾年努力，啟飛智能研發(fā)的無人機功能已趨于成熟，機身結(jié)構(gòu)簡單，模塊化設(shè)計，在一些意外情況導(dǎo)致飛機損壞時，一般也能通過更換配件快速解決問題，維護非常便捷。因此，要縮短售后流程，很重要的一點是在出現(xiàn)問題的時候，客戶怎么能在更短時間內(nèi)拿到配件。
 
　　客戶在購機的時候，啟飛智能售后團隊會給出一份易損清單，客戶可以參考著配備一些易損件，出現(xiàn)意外時可快速更換部件繼續(xù)作業(yè)。在客戶沒有進行配件備貨的時候也不用怕，我們在全國各省份都有合作倉庫，每個倉庫都有常用配件庫存，客戶可以在我們的平臺上下單，接單后會分配到近的配件倉庫進行發(fā)貨，確?？蛻艨梢栽诟虝r間內(nèi)拿到配件。
 
　　B、售后一對一
 
　　客戶購機時有專業(yè)的售后專員對接，售后問題也是專員對接。出現(xiàn)意外客戶更換部件無法解決問題時及時聯(lián)系售后專員，配合啟飛智能后臺管理系統(tǒng)，通過在線日志分析功能，快速分析故障原因，給客戶提供解決方案。同時售后專員會定期對客戶進行回訪，為客戶講解農(nóng)閑如何維護保養(yǎng)設(shè)備。

在線日志分析
 
　　C、進度可視化
 
　　用戶在有需要返修配件的售后問題的時候，可以在啟飛智能PC端管理后臺或APP上的售后管理模塊新建寄修訂單，后臺會提供近的維修網(wǎng)點給客戶，客戶只需將配件寄往網(wǎng)點，后續(xù)所有流程都可以在管理后臺或者app查看進度。同時啟飛智能售后人員也可實時監(jiān)管到整個寄修服務(wù)狀態(tài)，每個訂單會設(shè)置相應(yīng)的預(yù)警時間，如果有某個網(wǎng)點的維修進度超時，售后人員會提醒維修網(wǎng)點加快進度，保證配件能更快地寄回給客戶。

APP端售后管理模塊

后臺售后管理模塊
 
　　三 擴大理賠范圍、增加理賠次數(shù)
 
　　各地的地塊環(huán)境不盡相同，植保無人機作業(yè)環(huán)境也更加復(fù)雜，比如浙江地區(qū)田間的障礙物就比較多，地塊也偏小，無人機在植保作業(yè)過程中出現(xiàn)問題的概率就隨之增大了。為此，我們?yōu)榭蛻籼峁┝藷o人機保險服務(wù)。
 
　　無人機保險作為一種風(fēng)險補償工具，是無人機進行植保作業(yè)的一把保護傘，既減輕了客戶在無人機遇到故障時的損失，也降低了風(fēng)險后果的嚴重程度。

　　保險流程：

出險資料包括：事故現(xiàn)場照片、機身銘牌號、出險地點和時間、出險描述、保險單。
 
　　蓋章資料：小額案件快速理賠表、定損單。
 
　　賠付時間：在索賠單證齊全的情況下，賠付時間按下表承諾：

　　四 加強質(zhì)量把控，增強質(zhì)量意識
 
　　在日趨激烈的競爭中，產(chǎn)品質(zhì)量決定了企業(yè)在行業(yè)內(nèi)的競爭力。持續(xù)完善產(chǎn)品是保證企業(yè)占領(lǐng)市場，持續(xù)經(jīng)營的重要手段。我們公司想要做大做強，就要在增強創(chuàng)新能力的基礎(chǔ)上，進一步升級產(chǎn)品性能和服務(wù)水平。因此，我們會在后續(xù)的工作中定期對客戶反饋分類匯總，反饋到相應(yīng)部門進行分析和升級。
 
　　提高客戶的滿意度和忠誠度是啟飛智能售后服務(wù)團隊的愿景，我們會在質(zhì)量管理的路上為公司產(chǎn)品的升級和完善提供更多有用的幫助。
 
　　五 提高售后服務(wù)質(zhì)量、提升客戶滿意度
 
　　啟飛智能會對所有售后人員進行專業(yè)培訓(xùn)，定期開展研討會，互相交流學(xué)習(xí)，保證售后人員知識更加專業(yè)、服務(wù)更加滿意。售后專員不僅要幫用戶解決好售后問題，還要做好客戶回訪工作，傳授客戶設(shè)備保養(yǎng)知識、如何排除故障隱患等，這樣能更加有效的保證無人機的作業(yè)效率。
 
　　啟飛智能通過售前與售后的全流程服務(wù)管理體系，推動售后服務(wù)專業(yè)化，保證服務(wù)質(zhì)量與效率的統(tǒng)一，提升客戶滿意度。未來，啟飛智能會繼續(xù)加大產(chǎn)品性能的研發(fā)投入，完善售后服務(wù)體系，為客戶提供更好的產(chǎn)品和服務(wù)。

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