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：19517 評論

　　【農機網(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體系，無論是啟飛智能內部技術人員培訓、還是經(jīng)銷商大客戶培訓、或者是終端用戶培訓，我們都有完善的培訓制度，理論與實操相結合，保證培訓質量。
 
　　二 縮短售后服務流程，高效服務客戶
 
　　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，機身結構簡單，模塊化設計，在一些意外情況導致飛機損壞時，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，為客戶講解農閑如何維護保養(yǎng)設備。

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)管到整個寄修服務狀態(tài)，每個訂單會設置相應的預警時間，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。
 
　　無人機保險作為一種風險補償工具，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 加強質量把控，增強質量意識
 
　　在日趨激烈的競爭中，產品質量決定了企業(yè)在行業(yè)內的競爭力。持續(xù)完善產品是保證企業(yè)占領市場，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)新能力的基礎上，進一步升級產品性能和服務水平。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團隊的愿景，我們會在質量管理的路上為公司產品的升級和完善提供更多有用的幫助。
 
　　五 提高售后服務質量、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，定期開展研討會，互相交流學習，保證售后人員知識更加專業(yè)、服務更加滿意。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管理體系，推動售后服務專業(yè)化，保證服務質量與效率的統(tǒng)一，提升客戶滿意度。未來，啟飛智能會繼續(xù)加大產品性能的研發(fā)投入，完善售后服務體系，為客戶提供更好的產品和服務。

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