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

With the wave of consumption upgrading and the increasing maturity of public consumption mentality, the majority of consumers have an increasing demand for service quality in the process of consumption, and leading enterprises in various industries have also invested a lot of energy. for the overall upgrading of service quality. It is worth mentioning that in the recent award ceremony of "2022 Forbes China customer Service Enterprise TOP 100th Award", Lenovo was awarded the 2022 Forbes Chinese customer Service Enterprise Top 100with its strong service system and improving service quality. Zhang Xuefang, senior manager of consumer service center of Lenovo's solution service business group in China, delivered a speech with the theme of "Smart New Service Innovation and opening the Future", which confirmed Lenovo's always adhere to the purpose of taking users as the core.

It is reported that the 2022 Forbes Chinese customer service enterprise TOP 100is the first authoritative selection of nationwide customer service enterprises. The selection, sponsored by Forbes China and China Electronic Chamber of Commerce, aims to comprehensively evaluate the enterprise's service ability, customer service operation ability, customer satisfaction, brand influence and other indicators, and a total of 100 enterprises in 20 industries are selected to provide reference for customer service work in various industries and set up a benchmark to measure the level of enterprise customer service.

Take the customer as the center, provide the ultimate service for the user

As a leading technology company in China, Lenovo is well aware of the importance of service quality. In the changing market situation, making the product bigger and stronger is only the first step, and making the service well and refined is the foundation to win the favor of users. Over the years, Lenovo has persisted in upgrading its customer-centered business model, from "direct touch" to "customer full-cycle value management", and has built a new service reform engine with the full structure of "end-edge-cloud-network-intelligence" IT, leading the development of the industry with intelligent services.

Hard core wisdom service, Lenovo creates wisdom customer service Rubik's cube

Customer-centric is the underlying password of business development, and the powerful computing power of AI to build a hard-core service model is Lenovo's outstanding attainments. Lenovo Wisdom customer Service Rubik's Cube not only realizes full media access, but also realizes intelligent analysis, data visualization, intelligent robot and online service.

With the help of intelligent Rubik's cube, Lenovo's customer service has realized 7x24 hours without interruption. No matter what kind of software and hardware problems are encountered, no matter when and where Lenovo customer service is, Lenovo customer service can bring warm and considerate service, every time customer needs can be responded quickly and effectively, truly "customer-centered", intelligent customer service Rubik's cube throughout each service, so that customers feel the temperature of technology.

Promote the integration of sales and service, the full integration of "sales + service"

In order to occupy the service highland in the new era of integrated retail, Lenovo began to promote the integration of sales and service since 2022, integrating the two major functions of sales and service. Every Lenovo offline experience store can achieve the comprehensive ability of "sales + service". The problem of separation of sales and service that is common in the consumer electronics industry in the past no longer exists, and realize the good experience of "coming home with problems and satisfaction".

Up to now, Lenovo has 22000 + professional service engineers and 2600 + service outlets, and the coverage of the national administrative regions of the service outlets has reached 100%. Offline stores with integrated sales and services are under continuous upgrading. Lenovo service stations cover within 5 kilometers of 1-6 cities and within 30 kilometers of all cities at or above the county level. If you want to try out new products and exchange skills with shop assistants, Lenovo offline stores can do it for everyone.

Deep ploughing customer experience management to make service more warm

No matter service or product, whether tangible or invisible, customer experience is the gold standard of action. Lenovo implements sophisticated experience management in its business, which is considered from seven core dimensions: user insight, experience design, experience measurement, closed-loop drive, experience management mechanism, data management, organization and culture. let the enterprise strategy, business capabilities, management capabilities and resource support to achieve coordination, to help Lenovo's major business units to fully explore customer capabilities and cultivate customer experience. Transform customer capacity into enterprise production capacity, and truly realize the iteration of "customer-centered" management thinking.

Tianxi ecology connects various scenes, and warm service leads the trend.

Specific to the landing scene, Lenovo Tianxi Ecology focuses on five application scenarios: smart home, intelligent entertainment, intelligent office, intelligent learning and intelligent health, and provides tailor-made software and hardware solutions for the pain points of the corresponding scenes. covers all categories and elements of Lenovo's product and service matrix. No matter what intelligent needs you have in your life and work, you can find the good things that suit you under the Tianxi framework. It is not difficult to see that Lenovo Tianxi Ecology has truly achieved the scene of intelligent life with the characteristics of interconnection, active service, combination of virtual and real, open and shared.

On the road of continuous development of Lenovo, the business of users is a big deal, and the needs and feedback of users are the driving force to move forward. Therefore, Lenovo regards the word "service" as the thread of business development, while improving the service experience and pursuing the ultimate service quality, it is also reshaping the service standards of the industry. Relying on the strong system foundation and service capabilities, in the mode of online and offline integration, Lenovo service will continue to enhance the user experience, so that more users experience a more convenient and intimate service.

In the future, Lenovo will continue to consolidate its own service capabilities, continue to improve service design capabilities and delivery operations, in order to create a better user experience, and become the backbone of "China Intelligent Building".

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