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启飞智能：注重客户体验——赢在售后

2020-01-09 09:09:31 来源：启飞智能 阅读量：19343 评论

导读：植保无人机发展至今，无人机植保作业也越来越普及，很多人也都操作过或多或少品牌的植保无人机，但每个品牌的无人机性能都稍有不同，售后工作也不尽相同。

　　【农机网 明星企业】 植保无人机发展至今，无人机植保作业也越来越普及，很多人也都操作过或多或少品牌的植保无人机，但每个品牌的无人机性能都稍有不同，售后工作也不尽相同。


 

　　一 加强售前培训体系，减少售后问题
 
　　启飞智能售后工作管理体系是从加强售前的培训工作做起的，用户的操作规范，性能熟悉以及了解很多实用的小技巧，才能更好的使用无人机，无人机植保效率才能更大化。
 
　　为此，我们建立了完善的培训体系，无论是启飞智能内部技术人员培训、还是经销商大客户培训、或者是终端用户培训，我们都有完善的培训制度，理论与实操相结合，保证培训质量。
 
　　二 缩短售后服务流程，高效服务客户
 
　　A、配件到位快
 
　　经过全公司各部门几年努力，启飞智能研发的无人机功能已趋于成熟，机身结构简单，模块化设计，在一些意外情况导致飞机损坏时，一般也能通过更换配件快速解决问题，维护非常便捷。因此，要缩短售后流程，很重要的一点是在出现问题的时候，客户怎么能在更短时间内拿到配件。
 
　　客户在购机的时候，启飞智能售后团队会给出一份易损清单，客户可以参考着配备一些易损件，出现意外时可快速更换部件继续作业。在客户没有进行配件备货的时候也不用怕，我们在全国各省份都有合作仓库，每个仓库都有常用配件库存，客户可以在我们的平台上下单，接单后会分配到近的配件仓库进行发货，确保客户可以在更短时间内拿到配件。
 
　　B、售后一对一
 
　　客户购机时有专业的售后专员对接，售后问题也是专员对接。出现意外客户更换部件无法解决问题时及时联系售后专员，配合启飞智能后台管理系统，通过在线日志分析功能，快速分析故障原因，给客户提供解决方案。同时售后专员会定期对客户进行回访，为客户讲解农闲如何维护保养设备。

在线日志分析
 
　　C、进度可视化
 
　　用户在有需要返修配件的售后问题的时候，可以在启飞智能PC端管理后台或APP上的售后管理模块新建寄修订单，后台会提供近的维修网点给客户，客户只需将配件寄往网点，后续所有流程都可以在管理后台或者app查看进度。同时启飞智能售后人员也可实时监管到整个寄修服务状态，每个订单会设置相应的预警时间，如果有某个网点的维修进度超时，售后人员会提醒维修网点加快进度，保证配件能更快地寄回给客户。

APP端售后管理模块

后台售后管理模块
 
　　三 扩大理赔范围、增加理赔次数
 
　　各地的地块环境不尽相同，植保无人机作业环境也更加复杂，比如浙江地区田间的障碍物就比较多，地块也偏小，无人机在植保作业过程中出现问题的概率就随之增大了。为此，我们为客户提供了无人机保险服务。
 
　　无人机保险作为一种风险补偿工具，是无人机进行植保作业的一把保护伞，既减轻了客户在无人机遇到故障时的损失，也降低了风险后果的严重程度。

　　保险流程：

出险资料包括：事故现场照片、机身铭牌号、出险地点和时间、出险描述、保险单。
 
　　盖章资料：小额案件快速理赔表、定损单。
 
　　赔付时间：在索赔单证齐全的情况下，赔付时间按下表承诺：

　　四 加强质量把控，增强质量意识
 
　　在日趋激烈的竞争中，产品质量决定了企业在行业内的竞争力。持续完善产品是保证企业占领市场，持续经营的重要手段。我们公司想要做大做强，就要在增强创新能力的基础上，进一步升级产品性能和服务水平。因此，我们会在后续的工作中定期对客户反馈分类汇总，反馈到相应部门进行分析和升级。
 
　　提高客户的满意度和忠诚度是启飞智能售后服务团队的愿景，我们会在质量管理的路上为公司产品的升级和完善提供更多有用的帮助。
 
　　五 提高售后服务质量、提升客户满意度
 
　　启飞智能会对所有售后人员进行专业培训，定期开展研讨会，互相交流学习，保证售后人员知识更加专业、服务更加满意。售后专员不仅要帮用户解决好售后问题，还要做好客户回访工作，传授客户设备保养知识、如何排除故障隐患等，这样能更加有效的保证无人机的作业效率。
 
　　启飞智能通过售前与售后的全流程服务管理体系，推动售后服务专业化，保证服务质量与效率的统一，提升客户满意度。未来，启飞智能会继续加大产品性能的研发投入，完善售后服务体系，为客户提供更好的产品和服务。

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