Shulou(Shulou.com)11/24 Report--

Nowadays, the competition in the enterprise market is not only the competition of product and quality, but also the competition of customer service. Customer service is the most direct communication window between enterprises and customers, enterprises need to treat customer needs seriously, comprehensively and meticulously to meet customer needs of various products. There is no doubt that high-quality customer service is the key for enterprises to win in today's fierce market competition.

Among them, the catering industry, as a traditional service industry, has broad market prospects, but at the same time, the competition in the same industry is fierce. If catering service providers want to stand out from them, relying on products alone is not enough, they must have a leading sense of customer service. Based on this, a catering solution service provider takes the customer as the center, focuses on service, and is committed to creating a leading customer catering service experience in the industry.

However, when establishing its service management integrated collaborative platform, the catering solution service provider found that the traditional service management system can no longer meet the construction of today's high-quality customer service system, and the enterprise involves many departments in project management. including research and development, procurement, warehouse management, customer service, commerce and other departments need to work together, in order to achieve the construction of the whole company up and down integrated platform coordination system. After comparison by all parties, the enterprise finally chose to hand in hand with Berry sunflower Yiwei help desk to carry its business system.

Enterprise-level integrated customer support platform to reduce service delivery costs

The integration and coordination of the enterprise is mainly related to sales follow-up, contract signing and docking, online customer service before and after sale, door-to-door installation and maintenance of after-sales engineers, etc., which mainly involves orderly cooperation among various departments, but in the past, the communication channels of the enterprise are not unified, Wechat, Feishu, telephone, APP multi-channel communication feedback is complicated, resulting in service inefficiency.

In this regard, the enterprise brings all the departments involved in the integration of customer service into the easy-to-maintain work order system, and gives corresponding permissions to different roles according to business needs, and creates, dispatches and processes work orders in this system. Ensure that employees work together in the same platform, bid farewell to the previous situation of decentralized communication platform, and ensure that multi-parties cooperate to solve customer problems.

Before the introduction of the easy help desk, Wechat, Flying Book, telephone and APP were the most commonly used collaborative service channels for the enterprise. Based on the demand for integrated collaborative services, the Yi Wei help desk helped the enterprise access the "Wechat official account" as a unified service submission channel, where customers can initiate online consultation, problem guarantee, after-sales maintenance, after-sales progress, service evaluation and other operations with one click on the WeCom service number.

At the same time, on the enterprise side, there is no need to change the working mode of the enterprise, it is quick to get started, and the employees of various departments communicate and cooperate in real time; at the end of the conversation, a work order will be formed automatically, which is easy to trace. For problems requiring door-to-door maintenance, customer service dispatchers can check the location of the engineer in real time at the easy maintenance help desk, dispatch orders in the nearest map mode according to the location and busy situation, and the expatriate engineer can process the work order at any time at the App on the mobile end of the easy maintenance. According to the SLA processing work developed by the enterprise, the maintenance service information is fed back through photo, text, language and other functions, and the customer can also sign on the App after the completion of the service. Thus complete the recording of the whole service process, ensure that the whole service process is traceable, recordable, statistical analysis, and finally complete the high-quality service closed loop.

Summary

Through the easy-maintenance help desk, the catering solution service provider completes the efficient process management, integrates the internal services of the enterprise, and improves the service management between the internal and external customers of the enterprise. make the service process more humanized, standardized and efficient, thus opening an efficient digital service model.

To learn more about the Berry sunflower easy maintenance solution, or apply for a trial, you can go to the Berry sunflower easy maintenance official website to see more content or apply for a trial.

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