售(shou)(shou)(shou)(shou)后(hou)(hou)(hou)(hou)服(fu)(fu)務(wu)(wu)管(guan)理(li)系(xi)(xi)統(tong)為零售(shou)(shou)(shou)(shou)企(qi)(qi)業(ye)打(da)造了標準(zhun)化(hua)(hua)的客戶(hu)售(shou)(shou)(shou)(shou)后(hou)(hou)(hou)(hou)體(ti)驗體(ti)系(xi)(xi)。零售(shou)(shou)(shou)(shou)行業(ye)客戶(hu)群體(ti)龐大，售(shou)(shou)(shou)(shou)后(hou)(hou)(hou)(hou)需(xu)求多樣(yang)，如退換貨、產品咨詢、維(wei)修(xiu)服(fu)(fu)務(wu)(wu)等，若缺乏統(tong)一標準(zhun)，易出現服(fu)(fu)務(wu)(wu)質量參(can)差不(bu)(bu)齊、客戶(hu)投訴率(lv)高的問題(ti)(ti)。該系(xi)(xi)統(tong)通(tong)過搭建售(shou)(shou)(shou)(shou)后(hou)(hou)(hou)(hou)服(fu)(fu)務(wu)(wu)流(liu)程模板，針對不(bu)(bu)同售(shou)(shou)(shou)(shou)后(hou)(hou)(hou)(hou)類型（如 7 天無理(li)由退換、質量問題(ti)(ti)維(wei)修(xiu)、產品使(shi)用指導）預(yu)設標準(zhun)化(hua)(hua)處理(li)步驟與時(shi)限要求，客服(fu)(fu)人員只需(xu)按(an)照模板操作，即(ji)可(ke)確保每一位客戶(hu)享受(shou)一致的服(fu)(fu)務(wu)(wu)。例如，客戶(hu)申請退換貨時(shi)，系(xi)(xi)統(tong)自(zi)動(dong)校驗購買時(shi)間、商品狀態是否符(fu)合政(zheng)策(ce)，生(sheng)成(cheng)退換貨單號(hao)并同步至倉儲物流(liu)部(bu)門，避免人工判(pan)斷失誤；對于產品咨詢類需(xu)求，系(xi)(xi)統(tong)可(ke)關(guan)聯(lian)產品知識庫(ku)，快速推送相關(guan)使(shi)用指南，減少客服(fu)(fu)重復解答工作量。通(tong)過服(fu)(fu)務(wu)(wu)標準(zhun)化(hua)(hua)，零售(shou)(shou)(shou)(shou)企(qi)(qi)業(ye)能有效(xiao)降低(di)客戶(hu)投訴率(lv)，強化(hua)(hua)品牌在消費者心中的專(zhuan)業(ye)形象。售(shou)(shou)(shou)(shou)后(hou)(hou)(hou)(hou)服(fu)(fu)務(wu)(wu)管(guan)理(li)系(xi)(xi)統(tong)自(zi)動(dong)生(sheng)成(cheng)服(fu)(fu)務(wu)(wu)熱(re)力(li)圖，優化(hua)(hua)網點布局策(ce)略。售(shou)(shou)(shou)(shou)后(hou)(hou)(hou)(hou)服(fu)(fu)務(wu)(wu)管(guan)理(li)手冊

篤實(shi)科技得贊售(shou)后(hou)(hou)服(fu)務(wu)管理系(xi)統(tong)的客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)滿(man)(man)(man)意(yi)度(du)調查(cha)功(gong)能(neng)，幫(bang)助企(qi)業(ye)實(shi)時掌握客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)對服(fu)務(wu)的評價，據了解(jie)(jie)(jie)，很多企(qi)業(ye)在售(shou)后(hou)(hou)完成(cheng)后(hou)(hou)，因未及時收集(ji)客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)反饋(kui)，無(wu)法知(zhi)曉服(fu)務(wu)過程中存(cun)在的問題，導(dao)致(zhi)客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)不(bu)滿(man)(man)(man)積累(lei)，終影(ying)響客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)留(liu)存(cun)。該系(xi)統(tong)可(ke)在每次(ci)售(shou)后(hou)(hou)工單(dan)完成(cheng)后(hou)(hou)，自(zi)(zi)動(dong)向(xiang)客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)發送滿(man)(man)(man)意(yi)度(du)調查(cha)邀請，調查(cha)形式(shi)支持(chi)短(duan)信鏈接、郵件、微信小程序等多種方式(shi)，客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)可(ke)根據自(zi)(zi)身習慣選擇便捷的反饋(kui)渠道(dao)。調查(cha)內(nei)容可(ke)由企(qi)業(ye)自(zi)(zi)定義設置，例如服(fu)務(wu)響應(ying)速度(du)、維(wei)修(xiu)人(ren)員(yuan)(yuan)態(tai)度(du)、維(wei)修(xiu)效果(guo)、問題解(jie)(jie)(jie)決徹(che)底性(xing)等維(wei)度(du)，每個維(wei)度(du)可(ke)設置評分選項(xiang)（如1-5分）與(yu)(yu)文字留(liu)言區域(yu)，方便客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)表達具體(ti)意(yi)見(jian)。客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)提(ti)交調查(cha)后(hou)(hou)，系(xi)統(tong)會(hui)(hui)自(zi)(zi)動(dong)統(tong)計調查(cha)結果(guo)，生成(cheng)滿(man)(man)(man)意(yi)度(du)分析報表，對于評分較低(di)的服(fu)務(wu)，系(xi)統(tong)會(hui)(hui)自(zi)(zi)動(dong)標記(ji)并提(ti)醒售(shou)后(hou)(hou)管理人(ren)員(yuan)(yuan)跟進，了解(jie)(jie)(jie)客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)不(bu)滿(man)(man)(man)的具體(ti)原因，及時進行補(bu)救，例如向(xiang)客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)致(zhi)歉(qian)、重新安排維(wei)修(xiu)或提(ti)供相應(ying)的補(bu)償措(cuo)施(shi)，減少客(ke)(ke)(ke)(ke)戶(hu)(hu)(hu)負面情緒的擴散。深(shen)圳(zhen)售(shou)后(hou)(hou)軟件售(shou)后(hou)(hou)服(fu)務(wu)管理系(xi)統(tong)可(ke)與(yu)(yu)其他(ta)業(ye)務(wu)系(xi)統(tong)集(ji)成(cheng)，實(shi)現數據共享流通。

售后(hou)服務(wu)管(guan)理系(xi)統(tong)的移(yi)(yi)動端(duan)(duan)功能可(ke)大幅提(ti)升外勤(qin)工(gong)(gong)程師(shi)(shi)的服務(wu)效率。外勤(qin)工(gong)(gong)程師(shi)(shi)是售后(hou)服務(wu)的關鍵執行環(huan)節，傳統(tong)模式下，工(gong)(gong)程師(shi)(shi)需攜帶紙質工(gong)(gong)單(dan)、依賴(lai)電話(hua)(hua)溝(gou)通(tong)(tong)獲(huo)取與故障詳情，維(wei)修(xiu)完(wan)成(cheng)后(hou)還(huan)(huan)需返回公司提(ti)交(jiao)紙質記錄(lu)，不(bu)僅耗時，還(huan)(huan)易出現信(xin)息偏差。該系(xi)統(tong)的移(yi)(yi)動端(duan)(duan) APP 支(zhi)持工(gong)(gong)程師(shi)(shi)隨時接收派單(dan)信(xin)息，包括客(ke)(ke)戶(hu)地址、聯系(xi)電話(hua)(hua)、設備故障描述、所需攜帶的工(gong)(gong)具與配(pei)件等(deng)，可(ke)直接通(tong)(tong)過 APP 導航至客(ke)(ke)戶(hu)現場；維(wei)修(xiu)過程中，工(gong)(gong)程師(shi)(shi)能在線(xian)上傳故障照片(pian)、視頻，實時與后(hou)臺技(ji)術團隊(dui)溝(gou)通(tong)(tong)求助(zhu)，獲(huo)取遠(yuan)程指導；維(wei)修(xiu)完(wan)成(cheng)后(hou)，可(ke)現場讓(rang)客(ke)(ke)戶(hu)通(tong)(tong)過手機簽署驗收單(dan)、填寫滿意(yi)度評價，無(wu)需后(hou)續補簽。此外，移(yi)(yi)動端(duan)(duan)還(huan)(huan)支(zhi)持工(gong)(gong)程師(shi)(shi)在線(xian)提(ti)交(jiao)考勤(qin)、報銷等(deng)申請，減少線(xian)程。通(tong)(tong)過移(yi)(yi)動端(duan)(duan)功能，外勤(qin)工(gong)(gong)程師(shi)(shi)的現場服務(wu)效率可(ke)提(ti)升 40%，客(ke)(ke)戶(hu)等(deng)待時間(jian)縮(suo)短。

售(shou)后(hou)(hou)(hou)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)管(guan)理系(xi)統的(de)移(yi)動(dong)(dong)應(ying)用(yong)功能(neng)，讓服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)能(neng)夠隨時(shi)隨地(di)處理服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)工(gong)(gong)單(dan)(dan)，大(da)幅提(ti)升(sheng)了(le)(le)售(shou)后(hou)(hou)(hou)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)的(de)靈(ling)活性與(yu)(yu)(yu)效(xiao)率。在傳統的(de)售(shou)后(hou)(hou)(hou)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)模式中(zhong)(zhong)，服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)往(wang)往(wang)需要(yao)在辦(ban)公(gong)室通(tong)(tong)過(guo)(guo)電腦接收工(gong)(gong)單(dan)(dan)、查(cha)詢與(yu)(yu)(yu)維修(xiu)資料，然后(hou)(hou)(hou)再前往(wang)現(xian)場(chang)(chang)進行(xing)維修(xiu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)，在這(zhe)個(ge)過(guo)(guo)程中(zhong)(zhong)，一旦(dan)遇(yu)到(dao)工(gong)(gong)單(dan)(dan)信(xin)息(xi)更(geng)(geng)新(xin)、客戶需求(qiu)變更(geng)(geng)等(deng)(deng)情(qing)(qing)況，服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)無法及時(shi)獲(huo)取信(xin)息(xi)，容易導致服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)延(yan)誤或失(shi)誤。而售(shou)后(hou)(hou)(hou)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)管(guan)理系(xi)統的(de)移(yi)動(dong)(dong)應(ying)用(yong)功能(neng)，通(tong)(tong)過(guo)(guo)手機、平板等(deng)(deng)移(yi)動(dong)(dong)設備，為服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)提(ti)供了(le)(le)的(de)移(yi)動(dong)(dong)辦(ban)公(gong)支持(chi)(chi)。服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)在外(wai)出服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)途(tu)中(zhong)(zhong)，可(ke)(ke)(ke)通(tong)(tong)過(guo)(guo)移(yi)動(dong)(dong) APP 實時(shi)接收新(xin)的(de)工(gong)(gong)單(dan)(dan)信(xin)息(xi)，查(cha)看工(gong)(gong)單(dan)(dan)詳情(qing)(qing)，包括客戶地(di)址、聯系(xi)方式、故障(zhang)(zhang)描述、設備信(xin)息(xi)等(deng)(deng)，同(tong)時(shi)，系(xi)統可(ke)(ke)(ke)通(tong)(tong)過(guo)(guo)地(di)圖(tu)導航功能(neng)，為服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)規劃(hua)的(de)前往(wang)路線，節(jie)省路途(tu)時(shi)間。在服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)現(xian)場(chang)(chang)，服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)可(ke)(ke)(ke)通(tong)(tong)過(guo)(guo)移(yi)動(dong)(dong) APP 實時(shi)更(geng)(geng)新(xin)工(gong)(gong)單(dan)(dan)處理進度，如 “已到(dao)達現(xian)場(chang)(chang)”“正(zheng)在維修(xiu)”“需要(yao)更(geng)(geng)換(huan)配件” 等(deng)(deng)，客戶與(yu)(yu)(yu)企業管(guan)理人(ren)員(yuan)(yuan)可(ke)(ke)(ke)通(tong)(tong)過(guo)(guo)系(xi)統實時(shi)查(cha)看這(zhe)些(xie)信(xin)息(xi)，及時(shi)了(le)(le)解服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)進展。如果在維修(xiu)過(guo)(guo)程中(zhong)(zhong)遇(yu)到(dao)技(ji)術難題，服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人(ren)員(yuan)(yuan)可(ke)(ke)(ke)通(tong)(tong)過(guo)(guo)移(yi)動(dong)(dong) APP 的(de)維修(xiu)知識庫(ku)查(cha)詢相(xiang)關的(de)故障(zhang)(zhang)處理方案與(yu)(yu)(yu)維修(xiu)技(ji)巧，也可(ke)(ke)(ke)通(tong)(tong)過(guo)(guo)視頻(pin)通(tong)(tong)話、圖(tu)片分享等(deng)(deng)功能(neng)向(xiang)總部技(ji)術尋求(qiu)支持(chi)(chi)。售(shou)后(hou)(hou)(hou)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)管(guan)理系(xi)統，自定義(yi)報表，滿(man)足(zu)個(ge)性需求(qiu)。

售(shou)后服(fu)務管(guan)理系統(tong)的(de)(de)(de)遠(yuan)程(cheng)(cheng)協(xie)助功能可幫助企業減(jian)(jian)少不必要(yao)的(de)(de)(de)上門(men)(men)服(fu)務成(cheng)本(ben)。在售(shou)后維修中(zhong)，部(bu)分簡單(dan)故障(zhang)（如軟件設(she)置錯(cuo)誤、操作(zuo)不當）無需(xu)(xu)工(gong)程(cheng)(cheng)師(shi)(shi)上門(men)(men)，通(tong)(tong)過(guo)(guo)遠(yuan)程(cheng)(cheng)指(zhi)導即可解(jie)決，傳統(tong)模(mo)式(shi)下因缺乏遠(yuan)程(cheng)(cheng)工(gong)具，仍需(xu)(xu)安(an)排上門(men)(men)，增加人(ren)力(li)與交通(tong)(tong)成(cheng)本(ben)。該系統(tong)的(de)(de)(de)遠(yuan)程(cheng)(cheng)協(xie)助模(mo)塊支(zhi)持工(gong)程(cheng)(cheng)師(shi)(shi)與客戶(hu)通(tong)(tong)過(guo)(guo)系統(tong)發(fa)(fa)起視頻通(tong)(tong)話、屏(ping)幕共享，工(gong)程(cheng)(cheng)師(shi)(shi)可實(shi)時(shi)查(cha)看客戶(hu)設(she)備的(de)(de)(de)操作(zuo)界面(mian)、故障(zhang)現(xian)象，遠(yuan)程(cheng)(cheng)指(zhi)導客戶(hu)進行(xing)參數調整(zheng)、軟件重啟等操作(zuo)；對于需(xu)(xu)要(yao)遠(yuan)程(cheng)(cheng)調試的(de)(de)(de)設(she)備，工(gong)程(cheng)(cheng)師(shi)(shi)還可在客戶(hu)授權后，通(tong)(tong)過(guo)(guo)系統(tong)遠(yuan)程(cheng)(cheng)控制設(she)備，直(zhi)接排查(cha)并解(jie)決問(wen)題。例如，客戶(hu)的(de)(de)(de) POS 機出(chu)現(xian)軟件卡頓問(wen)題，工(gong)程(cheng)(cheng)師(shi)(shi)通(tong)(tong)過(guo)(guo)屏(ping)幕共享發(fa)(fa)現(xian)是后臺程(cheng)(cheng)序過(guo)(guo)多導致，遠(yuan)程(cheng)(cheng)幫客戶(hu)關閉冗余程(cheng)(cheng)序后，問(wen)題立即解(jie)決，無需(xu)(xu)上門(men)(men)。通(tong)(tong)過(guo)(guo)遠(yuan)程(cheng)(cheng)協(xie)助，企業可減(jian)(jian)少 30% 以上的(de)(de)(de)上門(men)(men)服(fu)務次(ci)數，降(jiang)低售(shou)后人(ren)力(li)與交通(tong)(tong)成(cheng)本(ben)，同時(shi)提升簡單(dan)故障(zhang)的(de)(de)(de)解(jie)決效率(lv)。售(shou)后服(fu)務管(guan)理系統(tong)提供(gong)智能客服(fu)功能，解(jie)答常見問(wen)題。售(shou)后服(fu)務管(guan)理手冊

售后(hou)服(fu)務(wu)管理系統(tong)實現跨部門工單流轉，提升(sheng)協(xie)同效率。售后(hou)服(fu)務(wu)管理手冊

售(shou)后(hou)(hou)服(fu)務(wu)(wu)(wu)管(guan)理(li)(li)系(xi)統(tong)(tong)的(de) SLA（服(fu)務(wu)(wu)(wu)級別協(xie)議）管(guan)理(li)(li)功(gong)能可(ke)(ke)幫助企(qi)(qi)(qi)(qi)業(ye)(ye)保障(zhang)服(fu)務(wu)(wu)(wu)質量(liang)。在 B2B 合作中，許多企(qi)(qi)(qi)(qi)業(ye)(ye)會(hui)與客戶(hu)簽訂 SLA，約(yue)(yue)定(ding)(ding)售(shou)后(hou)(hou)響(xiang)應時(shi)(shi)間、問題(ti)解(jie)決(jue)時(shi)(shi)限等指(zhi)(zhi)標，若未達標可(ke)(ke)能面臨違(wei)約(yue)(yue)風險。該系(xi)統(tong)(tong)支持(chi)自定(ding)(ding)義(yi) SLA 規則(ze)，企(qi)(qi)(qi)(qi)業(ye)(ye)可(ke)(ke)根據不同客戶(hu)等級、工單(dan)(dan)類(lei)型(xing)設置(zhi)差(cha)異化指(zhi)(zhi)標，如 VIP 客戶(hu)的(de)緊(jin)急工單(dan)(dan)需在 1 小(xiao)(xiao)時(shi)(shi)內(nei)響(xiang)應、4 小(xiao)(xiao)時(shi)(shi)內(nei)解(jie)決(jue)，普通客戶(hu)的(de)一般工單(dan)(dan)需在 2 小(xiao)(xiao)時(shi)(shi)內(nei)響(xiang)應、24 小(xiao)(xiao)時(shi)(shi)內(nei)解(jie)決(jue)。當工單(dan)(dan)生成時(shi)(shi)，系(xi)統(tong)(tong)自動關(guan)聯對應的(de) SLA 規則(ze)，啟動計時(shi)(shi)功(gong)能；若接近時(shi)(shi)限仍未完成，系(xi)統(tong)(tong)會(hui)通過短(duan)信、APP 推送(song)等方式(shi)向工程師與管(guan)理(li)(li)者發送(song)預警提醒，避免超時(shi)(shi)；工單(dan)(dan)完成后(hou)(hou)，系(xi)統(tong)(tong)自動統(tong)(tong)計實際(ji)處(chu)理(li)(li)時(shi)(shi)長與 SLA 指(zhi)(zhi)標的(de)差(cha)距，生成 SLA 達標率報表，供(gong)企(qi)(qi)(qi)(qi)業(ye)(ye)分析(xi)未達標原因（如人員(yuan)不足、技能不足）并優化。通過 SLA 管(guan)理(li)(li)，企(qi)(qi)(qi)(qi)業(ye)(ye)能嚴(yan)格履(lv)行對客戶(hu)的(de)服(fu)務(wu)(wu)(wu)承(cheng)諾，增強客戶(hu)信任，減(jian)少(shao)違(wei)約(yue)(yue)風險。售(shou)后(hou)(hou)服(fu)務(wu)(wu)(wu)管(guan)理(li)(li)手冊