Ensure customer satisfaction
Timely, transparent and efficient problem response mechanism to improve customer experience
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Customer Inquiry/After-Sales Service (ITR)
ITR service flow inquiry full-link closed-loop management
With customers at the center, we focus on the 'Issue to Resolution' closed-loop process, connect key departments such as service, R&D, and products, and through digital collaboration throughout the entire customer service process, drive continuous optimization of products and services, improve satisfaction and brand power, and help companies build service-oriented organizations.
Chaotic demand process
Demand management lacks a standard process, and collection, disassembly and tracking all rely on manual efforts.
Frequent customer dissatisfaction
We've been dealing with your issue for two days, but there's still no result?" "Do we have to start all over again if we change people?
Management is anxious
The same problem recurs in different regions. "As the business scale grows, the number of service staff needs to double?
Service staff are exhausted
We have tried our best to serve customers, but we still receive complaints. "There are so many product problems, are we just taking the blame?
Declining customer satisfaction
Repeated questions, slow processing, blocked processes, and no response to feedback
Decreased product competitiveness
Lack of problem data accumulation makes it difficult to drive product and service optimization
Full process management from request to solution
Service request acceptance → problem response → collaborative processing → archiving and review, forming a closed loop
Multi-channel problem collection
Support multiple ways to access customer issues, such as phone, email, webpage, work order, IM, etc., and centralize them
Unified service portal
Customers can view processing progress and history in real time through the portal to improve transparency
R&D/product collaborative processing mechanism
Distribute issues to relevant responsible teams in a timely manner, support record sharing and work order escalation
Integrate IPD/LTC and other core processes
Integrate closed-loop problem data with product development, delivery, and service processes to improve improvement efficiency
Service knowledge accumulation and reuse
Sharing standard answers and processing experience through the knowledge base reduces duplication of work
Service Performance Dashboard
Visually display key indicators such as problem type, response time, and satisfaction to assist management decision-making
SLA/OLA mechanism guarantee
Clarify the service level agreement for each link, automatically monitor timeliness and early warning, and ensure timely response to problems
AI intelligent analysis and recommendation
Automatically identify high-frequency issues, risky customers, and processing bottlenecks, providing direction for optimization
