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.
