Management is far more than simply establishing some rules and regulations for people to implement. More importantly, it is more important to constantly sort out and optimize the process, and form a workable and practical implementation plan for a good work mode.

Before the adoption of information management, a lot of work was managed by people, but people's energy and time were limited, and the training and training costs for customer service personnel were also high. The final result was often that only a few common key points could be grasped, and the rest could only be left to customer service personnel to play by themselves. The beauty of management software is that managers can integrate the daily accumulated work experience, work process and precautions into the software to realize the automation of workflow, the monitoring of work process and the analysis of work results.

Let's take a look at what can be improved in heating customer service management to make the service work of heating enterprises even better.

How to improve the service experience of heat users

1) Build multi-channel repair reporting channels to get through manual calls, self-help calls, phone messages, WeChat repair reporting, SMS repair reporting, website repair reporting, APP mobile terminal repair reporting. And form timely interaction with customers, including notification, inquiry, repair and other services.

2) Build a centralized call center, and solve the problem that hot users cannot call through intelligent concurrent telephone dispatching.

3) In case of insufficient seating resources, self-help voice repair or message repair is provided. For call loss calls, prompt SMS is sent (it is recommended that hot users use WeChat and other repair methods). Call back the call loss calls when they are not busy. Completely solve the complaints caused by phone failure.

4) The system will automatically guide the user to answer their repair request, temperature measurement and complaint calls to the corresponding agent or customer service supervisor. For different types of repair requests, the workflow will intelligently arrange the corresponding maintenance team to visit the customer.

5) The customer service center can monitor the work order in real time, and give timely and complete replies to the user's queries, reminders, and second repair reports.

6) Users can evaluate the attendants on the repair call, evaluate the work of the maintenance personnel (work ability, service attitude, etc.) on the maintenance site through mobile phones, and pay real-time attention to the maintenance arrangements through mobile terminals, so that users can enthusiastically participate in heating.

7) In case of pressure test, operation failure and planned maintenance, the system will push relevant information to the user to gain the understanding of the customer and avoid invalid repair.

8) Users can take photos and upload them to the mobile terminal to report for repair, effectively improving the timeliness of repair and the accuracy of diagnosis.

How to improve the service level of customer service personnel

1) Centralized management of seats, standardized wiring service, reduced personal quality, ability factors and other factors.

2) Incoming calls automatically identify customers, and the computer automatically pops up customer information, including arrears, historical work orders, private modifications, calls from the same unit, historical annual arrears, and changes.

3) Provide the customer service personnel with a rich business knowledge base, assist the customer service personnel to provide targeted answers, and quickly complete the order.

4) With the support of the system, it can effectively solve the problems of invalid repair, multiple expeditions, repeated repair, secondary repair and so on.

5) Strengthen the nerve center status of the customer service center, endow the customer service center with the coordination function for the branch company, maintenance station, maintenance team and maintenance personnel, and perform the tracking management of the whole life cycle from repair reporting to return visit.

6) Open up the communication channels between customer service personnel and customers and maintenance personnel, and customer service personnel can easily interact on a specific work order through the platform.

7) Through the function of automatic recording, the communication process between the repair applicant and the wiring operator in the process of letters and visits has become well documented, which to some extent has played a supervisory role for both parties and achieved civilized visits.

8) The intelligent dispatching system will automatically complete the dispatching according to the location of the work order, the maintenance team of the repair site, and the busy degree of the maintenance personnel.

How to improve the overall effectiveness of maintenance personnel

1) The maintenance personnel directly participate in the workflow through mobile phones, process closed-loop management, and whole process control.

2) It can start the order grabbing mechanism to promote the work assessment and incentive of maintenance personnel through the work order billing and commission mechanism.

3) Work orders are received in real time, results are fed back in real time, and messages are pushed in real time.

4) Upload photos, signatures, recordings, videos and other data through mobile devices.

5) Through the mobile terminal platform, it is convenient to carry out targeted interactive confirmation on a work order with customers and agents.

6) Through on-site information services such as operational announcements, customer inquiries, neighborhood conditions, etc., the maintenance personnel's on-site processing ability is improved.

7) The maintenance management personnel can review and reply to the work order on the mobile terminal, and can understand and master the work order situation within the jurisdiction, overall customer service and maintenance situation at any time and anywhere.

How to improve customer service management

1) Through mobile phone attendance, the current on duty maintenance personnel can see at a glance.

2) Multi channel intelligent dispatching, tracking and supervising the whole process of work order, and urging and supervising at any time.

3) Each work order can be monitored. Records of record, dispatch, repair and return visit nodes can be traced to ensure customer satisfaction from the perspective of process management.

4) Intelligent response to planned rush repairs, repeated customer repairs and other scenarios.

5) Real time grasp the status of problems reflected in the jurisdiction, and the status of maintenance personnel's work progress.

6) According to the current online and order receiving status of the maintenance personnel, scientifically and reasonably assign maintenance tasks, so as to facilitate assessment and incentive according to work quality.

7) Effectively coordinate and schedule maintenance resources through location identification and mobile attendance of maintenance personnel.

8) Hierarchical management and quantitative assessment of heating enterprises, maintenance stations and maintenance personnel will promote departments and maintenance personnel to actively improve their own work level.

9) Establish a heating customer service knowledge base to speed up the recording speed, and even common problems can be directly solved by the customer service.

10) Real time control of the repair amount and the order receiving rate in time to ensure the overall stability of the heating operation.

11) Comprehensively analyze the customer's call for repair, timely maintenance, effectively assist in scheduling, and allocate customer service and maintenance resources.

12) Comprehensive analysis and in-depth mining of traffic, work orders, complaints and other information data to help managers understand the status of repair operations.

13) Master the overall operation of repair request, complaint and handling at any time through the mobile terminal macro chart.

Do a good job of the above details, extend the management tentacles from the customer service center to the maintenance site through the mobile terminal, open up the online and offline, break the space and time, connect enterprises and customers, and form an ecosystem of enterprise heating service management. Let consultation, complaint and repair report be handled efficiently, the maintenance service process be smooth and orderly, and customer problems be solved timely and effectively. Improve the cooperation efficiency between customer service and maintenance departments, reduce the omissions and hidden dangers in customer service work, ultimately improve the corporate image, and obtain the double harvest of customer satisfaction and high charging rate.