SaaS, Software as a Service. Since the word service is highlighted in the industry name, after-sales technical support is naturally extremely important.

As an important extension of sales behavior, if enterprises can provide professional and high-quality remote technical support and manage this important window to customers, these efforts will eventually be transformed into good reputation in the industry, which in turn will help enterprises grow their business.

In the process of building a remote technical support system, there is a key word that can not be ignored, that is, how to reduce the "burden" of customers ". Specifically, for example, reducing the waiting time of customers, checking the service progress, establishing a professional image that allows customers to fully trust, allowing customers to cooperate with the operation process as "silly" as far as possible, allowing customers to use the dominant power in the service process, etc.

So what kind of remote technical support scheme should enterprises introduce to reduce the burden on customers as much as possible and build a professional system? Aweray Awesun technical support solution brings a good set of problem-solving ideas.

Efficient remote assistance, smooth customer service

Customers can intuitively feel whether the remote tool itself is efficient and whether it carries enough functions to make the whole service process smooth.

In this regard, the Aweray Awesun supports Windows, macOS, Linux, Android, iOS and other systems. The remote control technology is mature and stable, and the remote control screen is high-definition and smooth, and it supports remote connections worldwide.

At the same time, it is equipped with interactive functions such as whiteboard, voice, text chat, etc., which can fully communicate with customers in the remote process, accurately understand customer pain points, and successfully solve customer problems.

One party initiates and the other party accepts, and the customer grasps the remote control leading

Let customers master the leading power of operation in the process of remote technical support, which can effectively improve the "sense of security" of customers. Aweray Awesun technical support scheme adopts many such designs.

First of all, the initiation of remote control adopts the strategy of "one party initiates and one party accepts". Remote control can only be connected with the consent of the customer. Even for long-term customers, operation and maintenance personnel can initiate remote control from the device list of Awesun enterprise clients, and now they can set the policy of "one party initiates, one party accepts" to meet the business needs of different scenarios.

In addition, in the process of remote assistance, the dominance of remote control is also controlled by the customer. If the customer has questions about the operation, he can directly use the controlled mouse to take over the control of the computer.

Customizable installation-free client, efficient and professional

Many customers may not want to install a special controlled end software on the computer, or some business equipment is not allowed to install such software.

In the face of this situation, if the customer is a Awesun personal version user, then the enterprise technical support personnel can directly initiate a remote control request to the Awesun personal version client through the identification code; if the customer does not install any Awesun software and is unwilling to install it, then the connection can also be quickly established by sending the customizable SOS version installation-free software to the customer.

This version can be opened and used, and can be deleted directly after use without overwriting any registry information. At the same time, after the SOS version is opened, customers can submit work orders with one click, and the work orders are automatically accompanied by relevant equipment information, thus reducing the cost of secondary communication.

In addition, the customizable SOS installation-free Awesun can also display the official team name, LOGO and other elements of the enterprise to customers, further shaping the professional enterprise service image.

Combined with the professional work order platform, the service progress of rapid demand flow can be seen.

The Aweray Awesun technical support scheme is not only a remote control scheme, but also fully integrates the professional work order platform system.

At the customer perception level, the platform-based work order system brings the first impression of professional services. At the same time, customers can perceive the progress of the work order in the whole process and grasp the service progress in real time.

At the enterprise management level, the remote control ITSM platform works together to achieve the integration of the work order management platform and remote control tools to achieve business closed-loop.

The core platform capabilities of the system are as follows:

● Work orders can be submitted at one click, and basic equipment information can be automatically uploaded to shorten the demand transmission link.

Service personnel can be a key positioning equipment, reduce customer waiting

● Automatic chemical single flow, support SLA quality control, provide management hands

● Based on the statistical analysis of customer service orders, customer satisfaction and other dimensions, support follow-up traceability

Equipped with multi-dimensional technical support service traceability

At the traceability level, once there is a misunderstanding and dispute with the customer during the service process, the company should be able to come up with a traceable basis, restore the incident, and clarify the division of responsibilities. This is also a necessary part of a mature technical support plan.

In this regard, the Awesun technical support solution is equipped with a variety of remote service traceability methods, including agent log recording screen traceability.

The agent log records in detail the accurate service logs of the member accounts under the enterprise, including the specific events, start/end time, name of the agent for technical support, customer identification code, comments, brief event records, and other information.

The remote control screen recording function provides first-hand reference materials for tracing back afterwards: normal screen recording files will be saved locally, and enterprises can also use the "cloud video recording" service to automatically upload and store screen recording files in the cloud.

Summary:

The construction of remote technical support platform is not a simple project for many enterprises, but a good remote control scheme selection will greatly reduce the threshold of platform construction. Aweray Awesun technical support solution is such a good scheme. At present, many enterprises have put the scheme into use, which effectively improves the quality of technical support services, reduces the burden on customers, and improves the reputation of products. If your enterprise is also looking for such an after-sales plan, you may as well give it a try.

As a national-level remote control brand, Aweray Awesun has been deeply engaged in the field of remote connection for 19 years. China has more than 0.1 billion registered users, more than 1.2 million enterprise customers and more than 2 billion access devices. At the same time, Aweray Awesun and Shanghai Software Industry Association released the first group standard in the remote control industry, accelerating the application of remote control software technology in a wider range of scenarios in the future.