High-quality enterprise technical support, the most important thing is high timeliness. It is very important for customers to have engineers to arrive at the scene at the first time. But now typhoon, heat and other extreme weather problems are prominent, the traditional offline technical support services are facing more hidden costs and difficulties.

Specifically, extreme weather can lead to road closures, travel difficulties, and on-site technical support personnel have potential safety hazards. Remote technical support allows engineers to complete equipment monitoring, troubleshooting, and operation and maintenance operations without leaving their homes, ensuring personnel safety to the greatest extent.

Typhoon, high temperature weather is easy to cause equipment failure, power outages and other emergencies. Problems can be diagnosed and dealt with remotely as soon as they occur, significantly reducing response time. Extreme weather may prevent access to the site, but the production and system operation of the enterprise cannot be stopped. Remote control allows technical support work without space and time constraints, ensuring business continuity.

In addition, remote technical support reduces the cost of personnel on-site travel, transportation, accommodation, etc., improves operation and maintenance efficiency, and reduces the total cost of after-sales.

In summary, driven by the driving force of continuously optimizing customer experience to improve efficiency while effectively reducing costs, enterprises have introduced remote solutions in their after-sales technical support links.

In this context, how should enterprises build a reliable technical support platform? Will the establishment of remote technical support services for small and medium-sized enterprises face a particularly high threshold? How to build a low-cost remote technical support system? Here we will take the remote technical support solution launched by Aweray Awesun as an example to discuss in detail.

Efficient remote control, fast remote service

One of the most important factors in providing quality remote technical support services is the efficiency of the remote tools themselves. With years of deep cultivation in the field of remote control, Aweray Awesun technical support solution can provide professional remote control software with powerful performance and perfect functions to help enterprises greatly improve service efficiency and customer experience.

First of all, the Awesun remote control has clear picture quality and extremely low delay. At the same time, the Awesun technical support solution adopts the exclusive enterprise remote control channel to ensure the stability and smoothness of remote control.

In addition, the Awesun technical support solution initiates remote control by adopting the identification code quick access mode of "one party initiates, one party accepts", which can quickly initiate remote assistance. The scheme supports a large number of identification code comments. For customers who need long-term service, there is no need to find the corresponding identification code each time. Historical customer identification codes can also be imported into the platform in batches, with one-click migration, and customer management has no burden.

In the remote control process, the Awesun is also equipped with a variety of auxiliary functions, including several representative file transfer functions: "file transfer", "direct drag and drop", "folder mapping", etc. These functions can be used to transfer all kinds of files, such as various software patches commonly used in after-sales technical support, etc. Various transmission forms are also convenient for enterprises to configure relevant service strategies according to their own needs.

Build a professional work order platform to realize automatic demand flow

After solving the basic remote tool problem, enterprises need to further deal with the pain points of platform construction. With the continuous development of enterprise business scale, the demand for remote services will definitely increase. At this time, if there is no perfect work order circulation system, the customer's demand cannot be smoothly and efficiently circulated, and the processing progress cannot be viewed in real time, then Customer satisfaction will be reduced.

Faced with this pain point, the Aweray Awesun technical support scheme integrates the professional work order system, realizes the integration of the work order management platform and remote control tools, and completes the business closed loop.

In this solution, the Awesun technical support solution is deeply integrated with the easy-maintenance work order system, and the remote control ITSM platform works together to form an integrated business system of customer service agents and remote support, effectively empowering enterprises with the following capabilities:

● The client submits the work order with one click and automatically uploads the basic information of the equipment.

● The work order interface sets up the control end and directly locates the target equipment to improve service timeliness.

● Stable circulation of work orders and support SLA quality control

● Statistical analysis of customer service orders, customer satisfaction, etc.

In terms of the implementation of the specific scheme, the Awesun team embeds the easy maintenance work order initiation portal into the Awesun software client, and after the work order is submitted, it enters the easy maintenance help desk system for automatic circulation and assigns it to the corresponding technical support service personnel.

At the management level, the scheme has also been fully integrated, the relevant member information of the Awesun management platform will be automatically synchronized to the easy-view console, of course, we can also set the corresponding rules for synchronization, to meet the management needs of enterprises.

Small team remote service, team version can also be realized

The technical support solution itself is already low cost, but if the team is in the early stages of creation and needs a lower cost solution, then you can also consider Awesun the new "team version".

Awesun team version, the main "one person open group, five people share" the new membership mechanism. Only one member needs to purchase the team version, and up to 5 member accounts can be bound and used normally at the same time.

After binding, all members can enjoy independent channels, and everyone can initiate remote control operations independently at the same time. Moreover, it supports flexible adjustment of team members and allocates resources according to needs, which is very suitable for early teams and is quite suitable for building early remote technical support service solutions.

Summary:

In today's competitive business environment, business success has long gone beyond the mere sale of products. When a transaction is completed, a device is delivered, or software is launched, real customer relationship retention and brand value building are just beginning.

In this context, whether it is a start-up team or an enterprise with relatively mature after-sales business needs, the remote technical support scheme is a high-quality choice that can reduce costs, increase efficiency and upgrade business. especially in today's seasons of extreme weather such as hot summer and typhoon, the remote scheme can be used as a "life-saving straw" to greatly improve the disaster tolerance ability of enterprises and Aweray Awesun remote control scheme, which is the best of this kind.

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 present, many leading enterprises have chosen the remote control scheme for Awesun enterprises. At the same time, Aweray Awesun and Shanghai Software Industry Association jointly released the first group standard for the remote control industry, accelerate the application of remote control software technology in a wider range of scenarios in the future.