2020 is destined to be an extraordinary year, and the new coronavirus has struck the whole country, which makes people a little panicked. In the face of the epidemic, enterprises are generally facing difficulties in resuming work and production being hindered...... In order to solve customer difficulties, the company organized and formulated a service plan as soon as possible, took multiple measures at the same time, took the initiative, and adopted online and offline channels to provide a fast, convenient and reliable guarantee for the resumption of work and production of enterprises.
"Diversify" facilitation measures
1. Full service to the front line
In 2019, Jieka opened a number of technical service centers across the country, aiming to provide customers with high-quality services in the style of "personal butler". During the epidemic, the advantages of localized services have been reflected. According to the principle of proximity, engineers can be arranged to carry green health certificates to the customer's site to provide support at the first time.
After receiving feedback from a customer, it was difficult to resume work, and the original planned production capacity could not be realized, so it was necessary to save cards to support the efficiency improvement of the existing production line. After learning about the needs of customers, the service team immediately selected team members according to the principle of proximity, rushed to the scene, and worked with customers overnight to optimize, improve and upgrade the existing robot production line.
After two consecutive days of discussion, deployment and implementation, the efficiency of the customer's production line has been greatly improved, and the production capacity of the customer has been increased in time to ensure the customer's production.
"Jie Ka people, reliable!" The customer wrote this sentence on the service ticket.
2. Remote technical support
The establishment of expert and technical personnel has set up a number of temporary service teams. One-to-one remote guidance for customers to debug and maintain robots to ensure enterprise production. At the same time, the responsibility is to the person, "7× 24 hours" on standby, actively respond to user needs, and fully protect the production of customers.
3. Customized, small-class online training
During the pandemic, we provided multiple customers with customized, small-class online training on technologies, products, applications, and other content.
"Jieka not only provided timely and professional technical support for us to resume work and production, but also provided us with effective online training and remote guidance during the epidemic period, which is really professional for our company to realize talent empowerment!" Customer feedback on training satisfaction.
Although there are many obstacles in the epidemic, the determination and commitment of the people of Jieka are the same! At the first moment of the arrival of the epidemic, Jieka quickly dispatched, or rushed to the scene, or immediately opened remote support, and cared for and solved the problems faced by customers in a timely manner. The festival card has practiced the consistent service tenet of the festival card with practical actions, so that customers can buy and use it with peace of mind!
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