Service Cloud

Transformasikan Layanan Pelanggan dengan Intelligent Service Cloud

Hambatan Menuju Pelayanan Luar Biasa

Penyelesaian Kasus Lambat

Keterlambatan dalam menangani pertanyaan pelanggan menyebabkan ketidakpuasan dan hilangnya loyalitas.

Data Pelanggan Terfragmentasi

Para agen tidak memiliki pandangan terpadu tentang interaksi pelanggan, sehingga menyulitkan pemberian dukungan yang dipersonalisasi.

Operasi Layanan Lapangan yang Tidak Efisien

Penjadwalan dan pengiriman teknisi secara manual membuang waktu dan sumber daya.

Kualitas Layanan yang Tidak Konsisten

Tanpa proses yang terstandarisasi, penyampaian layanan bervariasi di berbagai saluran dan lokasi.

Kesulitan Melacak Metrik Layanan

Kurangnya dasbor dan wawasan secara real-time menyulitkan pengukuran kinerja tim dan optimalisasi operasional.

Mengubah Layanan Menjadi Mesin Penghasil Pendapatan

Mengubah layanan dari pusat biaya menjadi fungsi penghasil keuntungan tetap merupakan tantangan.

Dukungan Berbasis AI

NeoAI, NeoAgent, Agen Layanan

Berdayakan tim layanan dengan wawasan, rekomendasi, dan bantuan berbasis AI untuk menyelesaikan masalah lebih cepat dan memberikan dukungan pelanggan yang lebih cerdas.

Meja Layanan Terpadu

Meja Layanan/Meja Kerja Omnichannel

Kelola percakapan pelanggan di berbagai saluran dalam satu ruang kerja terpadu sehingga agen dapat merespons secara efisien dengan konteks lengkap.

Manajemen Resolusi

Manajemen Kasus

Lacak, prioritaskan, dan selesaikan kasus layanan melalui alur kerja terstruktur yang meningkatkan visibilitas, konsistensi, dan waktu respons.

Pelaksanaan Layanan Lapangan

Layanan Lapangan di Lokasi

Koordinasikan tugas layanan lapangan dengan penjadwalan, visibilitas, dan eksekusi yang lebih baik sehingga tim dapat memberikan dukungan di lokasi secara tepat waktu dan efektif.

Fungsi layanan cloud akan membantu Anda mencapai tujuan tersebut.

Customer service representatives can handle all channel issues from a single workbench without needing to switch between platforms.

It supports access from multiple channels including telephone, APP, webpage, H5, WeChat official account, mini program, email, and SMS.

This helps customer service staff understand detailed customer information as quickly as possible, improving service efficiency.

A 360° view of all customer information, including basic information, orders, contract information, maintenance status, and historical work orders.

Efficient work order processing improves cross-departmental collaboration efficiency.

Customer service representatives quickly assign work orders to designated personnel using pre-defined rules. Simultaneously, workflow, approval processes, and SLA rules ensure the standardization and timeliness of work order processing.

The work dispatch platform makes work order allocation smarter and more efficient.

The work dispatch platform displays multi-dimensional information such as location, product type, and skill level, and visualizes the work order processing progress.

Supports multiple forms of satisfaction evaluation to truly understand customer feelings.

Businesses can understand customer satisfaction by sending satisfaction rating links and conducting telephone surveys. Automated follow-up plans are executed through system customization.

Self-service work order submission is more convenient, and work order progress can be checked at any time, allowing you to control the service progress at any time.

Customers can submit various work orders themselves, including installation appointments, maintenance requests, and repair requests. Service progress can be tracked at any time, and real-time notifications for progress changes are provided.

Intelligent robots make services more efficient, allowing human customers to focus on complex issues.

Intelligent robots can accurately and quickly match content from the knowledge base to respond to customers, reducing the workload of human customer service representatives, improving efficiency, and lowering service costs.

Service providers undergo strict entry requirements to ensure that engineers' skills and experience meet the criteria.

A comprehensive registration and access process, along with document and contract management, allows for the sharing of knowledge items, contact lists, and other content, empowering service providers.

Precise control of spare parts reduces inventory costs

Through multi-dimensional analysis of warehouse management, spare parts management, logistics information, and usage, service providers can achieve more accurate spare parts inventory.

The service process is traceable, allowing businesses to control every detail of the service process.

Optimize mobile apps and mini-programs to adapt to service provider dispatch processes, support photo and video recording, and enable businesses to have complete control over the on-site situation.

Periodic automatic settlement improves settlement accuracy and efficiency.

A complete settlement and approval process has been implemented, along with the addition of automatic settlement rules to improve the accuracy, efficiency, and timeliness of settlements.

Menghubungkan distributor dan kantor pusat melalui portal saluran mengurangi biaya komunikasi.

Bisnis dapat mendorong berita, pesan, pengumuman, dan konten lainnya melalui portal dealer, memungkinkan saluran untuk dengan cepat mempelajari informasi perusahaan melalui portal.

Memberdayakan saluran dengan menyediakan materi pembelajaran yang kuat dan dukungan manajemen.

Perusahaan dapat menerbitkan materi pelatihan dan persyaratan pembelajaran melalui basis pengetahuan, melihat hasil pembelajaran, dan mitra dapat menyelesaikan studi mandiri secara daring.

Meningkatkan efisiensi dalam komunikasi harian dan kolaborasi bisnis antara pemilik merek dan distributor.

Merek dapat membuat obrolan grup hulu dan hilir serta memanfaatkan program mini saluran digital untuk secara kolaboratif mengelola peluang bisnis dan memungkinkan saluran untuk melakukan pemesanan secara daring.

Mendorong Kesuksesan bagi Merek-Merek Ternama

Gunakan alat manajemen layanan digital.

Tingkatkan kepuasan pelanggan Anda.