After-sales technical support is an indispensable part of software service business. It is not only a continuation of sales, but also directly related to the long-term customer experience and brand reputation. Even if the scale of the enterprise is limited, we should attach great importance to this link and must not deal with it with a temporary "grass team. Although the temporary team may be able to deal with some problems temporarily, in the long run, it is not only difficult to support the development of the enterprise, but also may lead to unpredictable business risks.

So, for the growing enterprise, how to build a professional and cost-controllable after-sales technical support system? The key is how to effectively integrate the "work order system" and "remote support tools"? This article will take Aweray's "Awesun technical support solution" as an example to provide you with a cost-effective implementation path.

Awesun technical support solutions are widely used in IT operation and maintenance, remote inspection, after-sales service and other enterprise scenarios, which can help enterprises quickly respond to customer technical needs, improve service efficiency, increase revenue and control costs.

Efficient remote control, fast access to customer site

Awesun remote control has excellent performance, high-definition picture quality and low latency, and adopts enterprise-class exclusive channels to ensure stable and smooth connection.

It adopts the identification code access mode of "one party initiates, one party accepts", and remote assistance initiates quickly. The system supports the comment and management of a large number of identification codes, and historical customer information can be imported in batches, which is convenient for long-term maintenance and reduces the burden of repeated operations of customer service.

In the remote control process, you can also use a number of practical functions, such as file transfer, drag and drop operations, folder mapping, etc., to facilitate the sending of patches or documents, supporting enterprises to flexibly formulate service strategies according to actual scenarios.

Support SOS version customization, shape professional service image

As a professional enterprise-class solution, Awesun does not require customers to install the unified client. If the user has already installed the personal version of the Awesun, the existing software can be used directly without the need for repeated installation.

At the same time, the Awesun also provides a special SOS version, suitable for users who do not have a client installed, which can realize fast remote assistance without installation. Enterprises can also customize the SOS interface, remote request to display corporate information, strengthen the brand image, enhance service professionalism.

Perfect management and traceability function, build service quality management system

Awesun provides agent log and remote control screen recording functions to help enterprises establish a complete service traceability mechanism.

The agent log function records the specific information of each remote support in detail, including time, agent, customer identification code, operation content, etc., and supports post-audit and analysis. Users can also turn on the recording screen function, save it locally or upload it to the cloud automatically through "cloud recording" to provide a basis for dispute handling and service resumption.

In addition, the Aweray Awesun provides a AI log audit function, which enables automatic analysis of remote control processes and one-click generation of audit reports, eliminating the need to spend a lot of time manually searching for records.

The audit report contains the AI analysis of the whole process of remote control, the key core operation behavior output according to the timeline, the specific remote behavior summary (such as copying files, modifying configuration, etc.) and other elements, which can greatly improve the efficiency of the enterprise's retrospective audit of remote control behavior.

Build a closed-loop system and introduce a professional work order scheme with low threshold.

Awesun technical support solution integrates the work order system, realizes the seamless integration of remote control and work order management, and constructs a complete business closed loop.

Specifically, the user can submit the work order from the client with one click, and the system automatically obtains the equipment information. Customer service can directly start remote control in the work order interface to accurately locate the problem equipment. Support automatic distribution and circulation of work orders, built-in SLA service quality control mechanism enabling management; At the same time, it has multi-dimensional statistical analysis functions such as customer service workload and customer satisfaction.

Summary:

In summary, Aweray Awesun technical support solutions are especially suitable for small and medium-sized enterprises with multi-seat needs, taking into account professionalism and cost-effectiveness, and helping enterprises quickly build a standardized, efficient and traceable technical support system. If you belong to a personal studio or only need a single seat, you can also consider its "IT Elite Edition" service, which is also a remote support tool with excellent performance and strong applicability.

As a leading brand of domestic remote control, 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.