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啟飛智能：注重客戶體驗(yàn)——贏在售后

2020-01-09 09:09:31 來源：啟飛智能 閱讀量：19467 評(píng)論

導(dǎo)讀：植保無人機(jī)發(fā)展至今，無人機(jī)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(jī)，但每個(gè)品牌的無人機(jī)性能都稍有不同，售后工作也不盡相同。

　　【農(nóng)機(jī)網(wǎng) 明星企業(yè)】 植保無人機(jī)發(fā)展至今，無人機(jī)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(jī)，但每個(gè)品牌的無人機(jī)性能都稍有不同，售后工作也不盡相同。


 

　　一 加強(qiáng)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(qiáng)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(shí)用的小技巧，才能更好的使用無人機(jī)，無人機(jī)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(shí)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(jī)功能已趨于成熟，機(jī)身結(jié)構(gòu)簡單，模塊化設(shè)計(jì)，在一些意外情況導(dǎo)致飛機(jī)損壞時(shí)，一般也能通過更換配件快速解決問題，維護(hù)非常便捷。因此，要縮短售后流程，很重要的一點(diǎn)是在出現(xiàn)問題的時(shí)候，客戶怎么能在更短時(shí)間內(nèi)拿到配件。
 
　　客戶在購機(jī)的時(shí)候，啟飛智能售后團(tuán)隊(duì)會(huì)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(shí)可快速更換部件繼續(xù)作業(yè)。在客戶沒有進(jìn)行配件備貨的時(shí)候也不用怕，我們?cè)谌珖魇》荻加泻献鱾}庫，每個(gè)倉庫都有常用配件庫存，客戶可以在我們的平臺(tái)上下單，接單后會(huì)分配到近的配件倉庫進(jìn)行發(fā)貨，確?？蛻艨梢栽诟虝r(shí)間內(nèi)拿到配件。
 
　　B、售后一對(duì)一
 
　　客戶購機(jī)時(shí)有專業(yè)的售后專員對(duì)接，售后問題也是專員對(duì)接。出現(xiàn)意外客戶更換部件無法解決問題時(shí)及時(shí)聯(lián)系售后專員，配合啟飛智能后臺(tái)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(shí)售后專員會(huì)定期對(duì)客戶進(jìn)行回訪，為客戶講解農(nóng)閑如何維護(hù)保養(yǎng)設(shè)備。

在線日志分析
 
　　C、進(jìn)度可視化
 
　　用戶在有需要返修配件的售后問題的時(shí)候，可以在啟飛智能PC端管理后臺(tái)或APP上的售后管理模塊新建寄修訂單，后臺(tái)會(huì)提供近的維修網(wǎng)點(diǎn)給客戶，客戶只需將配件寄往網(wǎng)點(diǎn)，后續(xù)所有流程都可以在管理后臺(tái)或者app查看進(jìn)度。同時(shí)啟飛智能售后人員也可實(shí)時(shí)監(jiān)管到整個(gè)寄修服務(wù)狀態(tài)，每個(gè)訂單會(huì)設(shè)置相應(yīng)的預(yù)警時(shí)間，如果有某個(gè)網(wǎng)點(diǎn)的維修進(jìn)度超時(shí)，售后人員會(huì)提醒維修網(wǎng)點(diǎn)加快進(jìn)度，保證配件能更快地寄回給客戶。

APP端售后管理模塊

后臺(tái)售后管理模塊
 
　　三 擴(kuò)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(jī)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(jī)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(jī)保險(xiǎn)服務(wù)。
 
　　無人機(jī)保險(xiǎn)作為一種風(fēng)險(xiǎn)補(bǔ)償工具，是無人機(jī)進(jìn)行植保作業(yè)的一把保護(hù)傘，既減輕了客戶在無人機(jī)遇到故障時(shí)的損失，也降低了風(fēng)險(xiǎn)后果的嚴(yán)重程度。

　　保險(xiǎn)流程：

出險(xiǎn)資料包括：事故現(xiàn)場照片、機(jī)身銘牌號(hào)、出險(xiǎn)地點(diǎn)和時(shí)間、出險(xiǎn)描述、保險(xiǎn)單。
 
　　蓋章資料：小額案件快速理賠表、定損單。
 
　　賠付時(shí)間：在索賠單證齊全的情況下，賠付時(shí)間按下表承諾：

　　四 加強(qiáng)質(zhì)量把控，增強(qiáng)質(zhì)量意識(shí)
 
　　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(qiáng)，就要在增強(qiáng)創(chuàng)新能力的基礎(chǔ)上，進(jìn)一步升級(jí)產(chǎn)品性能和服務(wù)水平。因此，我們會(huì)在后續(xù)的工作中定期對(duì)客戶反饋分類匯總，反饋到相應(yīng)部門進(jìn)行分析和升級(jí)。
 
　　提高客戶的滿意度和忠誠度是啟飛智能售后服務(wù)團(tuán)隊(duì)的愿景，我們會(huì)在質(zhì)量管理的路上為公司產(chǎn)品的升級(jí)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(huì)對(duì)所有售后人員進(jìn)行專業(yè)培訓(xùn)，定期開展研討會(huì)，互相交流學(xué)習(xí)，保證售后人員知識(shí)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(shí)、如何排除故障隱患等，這樣能更加有效的保證無人機(jī)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(dòng)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(huì)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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