As we all know, the customer service supervisors who have been engaged in heating customer service management for many years usually spend most of their energy on dealing with the heat users who complain and petition. They really don't have much energy to understand the informatization, or improve the level of customer service management through informatization and automation, so as to promote the customer satisfaction of heating enterprises in terms of customer service and maintenance as a whole.
From the perspective of heating enterprises, customer service and maintenance are often two departments, so the work is often out of line. Especially for heating enterprises that use outsourced maintenance teams due to the lack of maintenance personnel at the initial stage of heating, complaints from heat users often occur due to inadequate supervision and management.
Let's see how advanced heating enterprises can improve their heating customer service management through informatization. The heating customer service management platform mainly includes call center system, customer service system and mobile terminal.
Call center system
Automatic pop-up screen for incoming calls, intelligent seat selection, automatic voice response, seat answering, active call, telephone transfer, whole process recording, call blacklist, monitor of monitor, customer service evaluation, and traffic statistics.
Customer service management system
Business acceptance, intelligent dispatching, work order tracking, expediting and supervision, notice announcement, statistical analysis, dispatching SMS, WeChat work order, customer service report, maintenance work report, and knowledge base management.
Customer service mobile terminal
Order receiving, order grabbing, work order reply, work order review, work order reassignment, on-site photography, maintenance consumables, temperature measurement, on-site recording, customer signature, mobile supervision, calling maintenance personnel, maintenance personnel GIS distribution, maintenance station assessment, maintenance team assessment, maintenance personnel assessment, repair application statistics, work statistics, operation information, notice and announcement.
Customer WeChat
WeChat repair application, stop application, heat recovery application, complaint submission, suggestion submission, heating fee inquiry, preferential notice, heating announcement, and payment information.
Operation management process of heating customer service
The system intelligent voice navigation plays welcome information, and guides customers to inquire, report for repair, consult, and broadcast automatic policy notices.
After the customer calls the customer service center and applies for services from other channels, such as stop application and installation application in the toll hall, the system will also carry out the construction dispatching process in the customer service management system.
The call for repair, complaint, consultation, etc. is automatically connected to the idle manual agent, and the system automatically pops up the customer call information, customer basic data, heat consumption status, arrears payment and other information, as well as the surrounding construction information, customer call information, and the same unit customer call information to assist the agent to provide services.
The agents complete the consulting services for customers, assign tasks for complaints, repair reports and other work, set the completion time of work orders and overtime warning mechanism, and supervise the implementation. The electronic work order can arrive at the maintenance station and be reminded by ringing on the computer. It can be sent to the person in charge of maintenance by SMS. It can be transmitted in real time through the mobile terminal APP, so that the maintenance personnel can come to the site as soon as possible to solve the problem.
The maintenance personnel receive the work order in real time through mobile equipment, carry out door-to-door maintenance, temperature measurement, take photos, and record the work results into the system.
The customer service center personnel shall make a return visit to confirm the customers who need a return visit.
Leaders irregularly assess and evaluate whether the customer service recording, business acceptance of the customer service department, and maintenance department have completed their work, and continuously optimize the service process.
