After-Sales Service
Time:2022-07-09
Views:578
1、Multilingual communication support
Professional customer service: 24/7 online response: set up a multi-language online customer service platform, including the website online chat window, social media private messaging channels and customer service mailboxes, to ensure that customers at any time, any place after-sales issues can be raised within 1 hour to get a preliminary response, urgent issues within 30 minutes to respond.
2、Product quality assurance follow-up
Rapid quality testing and processing: After receiving customer quality feedback, we will start the internal quality testing process within 24 hours, and the professional technicians will conduct simulated environment tests based on customer descriptions and submitted information to determine the root cause of the problem. If the fault is caused by product quality defects, we will immediately start the free replacement or repair process for the customer. For minor quality problems, such as appearance defects, we will provide corresponding compensation programs after communicating with the customer to ensure customer satisfaction.
Quality retrospection and improvement: Regularly summarize and analyze customer quality feedback data, and for frequent problems, organize R&D and production departments to jointly retrospectively review the production process, find weak links, and optimize the product design or production process in a timely manner, so as to reduce the failure rate of the product from the source.
3、Global Logistics Optimization
Cooperative logistics providers: establish long-term strategic cooperative relationships with DHL, FedEx, UPS and other internationally renowned logistics companies to provide customers with reliable and efficient logistics and distribution services. Real-time tracking of logistics information and actively push it to customers, so that customers can grasp the parcel dynamics throughout the process.
Abnormal handling of logistics: Once there is an abnormal situation such as delayed logistics, lost or damaged parcels, we will immediately start the emergency plan, have a person communicate and coordinate with the logistics provider to make claims, and inform the customer of the processing progress within 2 hours. At the same time, according to customer demand, minimize the impact of logistics problems on customer projects.
4、Technical training and knowledge sharing
Technical exchange community: build a global customer technical exchange community, invite customers, technical experts, industry partners to join, share the latest technology trends in the field of connectors, application cases and product experience, promote knowledge sharing, enhance customer stickiness, and expand after-sales service from pure problem solving to a platform for value co-creation.
5、Value-added service expansion
Product Life Cycle Management: Provide customers with a detailed life cycle report of the purchased connector products, including the expected service life, key performance indicators, decay curve and the recommended replacement cycle, to assist customers in advance inventory planning.
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