The sudden outbreak of new crown pneumonia became the largest "black swan" that flew out in 2020, completely disrupting people's normal work and life. "Pause button".
New coronary pneumonia will change the traditional model of customer service
Now many parts of the country have begun to resume work and resume production, but Hubei and Beijing still strictly control travel, and opening up international travel seems to be far away. China ’s export of overseas construction machinery and equipment needs technology if it encounters service problems. When it comes to support, it is almost impossible to send people abroad; domestic customer service work, out of fear and fear of virus infection, both service technicians and users, will feel worried about crowd gathering and close contact, so the time caused And the increase in labor costs is self-evident, which poses new challenges to customer service.
Even after the end of this epidemic, new viruses or other black swan incidents may appear in the world in the future. Travelling under the influence of the epidemic or emergencies, travel will not only become more difficult, but costs will also increase a lot. The traditional customer service model has been unable to cope with the needs of special circumstances. How to provide reliable service support to users under changing conditions in the future has become a common problem and challenge faced by all service companies today. When the next epidemic comes, will your company continue to press the "pause button", or will it take other measures and move forward?
What industries are growing during the epidemic? Where are the opportunities?
The crisis has both dangers and opportunities. The new crown epidemic has devastated the malls, brick-and-mortar stores, cinemas, restaurants, tourism, offline training and offline entertainment industries, but it has also contributed to the rapidity of some industries. Development, the "house economy" caused by the epidemic has also promoted the development of Internet medical care, remote office, online education, live training, long and short videos, cloud games, express logistics and artificial intelligence. Simply put, the epidemic has seriously hit offline and customers The business of close contact also promotes the business of avoiding direct contact with customers online. In this process, the Internet, a species that has long been regarded as a "virtual economy", is entering people's lives at an unprecedented speed and positive image, bringing convenience to ordinary people and allowing a variety of lifestyles to change As possible. Imagine, if there is no Internet, how should the primary, secondary and university classes take place during the epidemic?
New coronary pneumonia will change the traditional model of customer service
In the author's opinion, the epidemic situation is also a good thing for the customer service industry to some extent. Enterprises are increasingly unable to bear the cost of free services, and users have begun to accept the concept of paid services. The issues that companies must think about now are: How to use the Internet and new technologies to enhance customer service experience? Especially in the special period of New Coronary Pneumonia, it is urgent to change the traditional service mode. Relying on offline service mode is equivalent to giving up customers. The epidemic provides the best time for service upgrade and innovation.
Crisis is often a catalyst for the development and application of new technologies. The problems exposed in the crisis have also promoted technological progress on the other hand. Meeting these special needs makes the world a better place. Crisis moments are also the most important moments that test the entrepreneur's strategic vision. How should companies embrace the Internet to minimize or even avoid the risks posed to enterprises by crisis moments?
What changes do companies need to make after the epidemic?
Many users in the Chinese market are very weak, and the whole family depends on the rental of several devices. The family has no income when the equipment is stopped. The impact of the epidemic in the past few months has made them miserable. Now their most urgent hope is to hurry Resume work. However, resuming work means risk. The new crown epidemic is not completely over yet. The situation is good in most areas and the situation in a few areas is still grim. The government implements a nucleic acid test and a 14-day isolation policy, which also brings great tremendously to sending engineers to do on-site services The test of at the same time makes the cost of on-site service higher, so high that the users are unbearable.
On one side are users who are eager to resume work. They need technical support from manufacturers and service providers. Especially when the equipment fails, failure to troubleshoot in time means that the equipment is shut down; on the other side is the high risk and high cost of on-site service. Services pose huge challenges, and the only way out is to embrace the Internet and use new technologies to solve the problem of remote services.
Construction technology industry information technology provider Shishi Information Technology Co., Ltd. developed a remote service platform "Xiaona", which can connect users' needs and enterprise service resources. Customers can not only report repairs on the platform, service technicians or users can also wear smart Glasses, directly communicate with technical experts, experts who are thousands of kilometers away can see the situation on the spot in real time through the glasses, send maintenance guides and operation videos at any time, AR (augmented reality) marked to the field engineer, online guide service technicians and The user completes the required maintenance operations. In this process, the maintenance equipment can be verified, the working process can be recorded and traced, and the operation data of the equipment can be read remotely through the Internet of Things to help determine the cause of the failure. Spare parts, and find the nearest parts library to the user in time, and deliver the parts to the user site through the drone. In this way, 80% of service problems can be solved through remote support.
The aftermarket of automobiles and construction machinery and equipment is a relatively profitable value chain, which is closely related to the interests of users. Whether users can make a profit is closely related to the support and resources of the aftermarket. The remote service platform "Xiao Na" and smart glasses can be applied to service stations, workshops and customer sites, connecting every link of the post-market value chain, from call centers, expert agents to end users, from planned maintenance, fault repair, From expert consultation, parts recommendation and ordering, user training, to artificial intelligence fault diagnosis, parts price comparison and matching, second-hand equipment evaluation, equipment rental management, etc., everything can be remotely coordinated to form an enhanced after-sales service platform or agent The business management system (DMS) uses various resources on the platform to empower on-site service technicians and users. It also avoids the trouble caused by the epidemic to users and ensures the normal operation of the equipment.
In the near future, each device may be equipped with a pair of smart glasses for the user. The user can wear glasses to communicate with the manufacturer to find the best solution to the problem. It can be said that the Internet has added wings to customer service, and new technologies have given service personnel and users new energy.
Remote service solution implementation project case 1
Project background: A large state-owned engine manufacturing company has established a call center serving thousands of service stations nationwide since 2012. As of 2019, the number of single-day calls reached more than 10,000. When new models are put on the market, the service The station's ability to maintain new models is relatively weak. In order to improve the timeliness and maintenance capabilities of service station maintenance personnel, expert guidance is required when dealing with incurable diseases. In the past, it was difficult for a single phone call to meet such needs. Experts collaborate on diagnosis and maintenance projects to improve customer satisfaction by enhancing the business capabilities and competitiveness of customer service stations.
Customer pain points / demands: 1) In the past customer service communication, the company lacked effective supervision of the service station maintenance service, the service station experienced forged repair processes, falsely reported maintenance documents, and accessories cannot be traced back. Customers urgently need a solution to reduce this Occurrence of similar events; 2) Remote expert guidance as an attempt to service intelligence, using AR technology remote video and audio communication solutions to guide first-line maintenance engineers to improve service intelligence.
Implementation plan: The project is divided into 2-3 phases. The first phase selects small batch deployment and guides the service stations (including overseas service stations) to work together remotely. As a POC project, it is planned to be completed in June 2020. The second and third phases of the project will be carried out based on the project feedback. After that, approximately 5,000 special maintenance points for truck power were officially deployed. And expand the capacity of expert seat expansion and overseas deployment, as well as the expansion of the Internet of Things of artificial intelligence expert system and diagnostic instrument.
Remote service solution implementation project case 2
Project background: A leading global bearing manufacturing company, bearings are the core components of large rotating equipment, and the losses caused by downtime are huge. Customers need timely and accurate expert diagnosis services.
Customer pain points / demands: Expert resources with bearing diagnosis experience are very scarce. When a customer fails, expert diagnosis is urgently needed. Large equipment is often distributed in a wide area, the cost of travel is high, and timely technical support cannot be given to the customer.
Implementation plan: private cloud deployment, official technician APP uses HOLOVIEW remote communication and AI customer service capabilities through API.
Project effectiveness: The remote maintenance diagnosis platform can provide remote real-time video and audio communication for on-site maintenance engineers and headquarters experts. Experts can see on-site HD images, conduct online remote diagnosis and expert guidance, empower on-site personnel and reduce travel Expenditures to improve the efficiency of experts. The system can record the maintenance process under the environment of deploying a private cloud, and can trace and accumulate the enterprise's digital assets, and provide big data support for subsequent artificial intelligence analysis to achieve failure prediction and maintenance.
The world has changed, and customer service must also make corresponding changes in order to meet new challenges and meet user needs. The service supervisors of many enterprises believe that: "Large equipment requires high maintenance skills, and users cannot troubleshoot on their own. Although sometimes service technicians have to drive to the site for several hours, companies have sent service personnel to troubleshoot on site for decades. Because self-service does not work at all. "
However, with the continuous development of new technologies such as augmented reality, big data, Internet of Things, artificial intelligence, it is possible for enterprises to solve 80% of service problems through remote support, thereby improving service efficiency, reducing service costs, and empowering service technicians. Yes, it brings value to customers, and New Coronary Pneumonia just brings the best development opportunity for customer service upgrade.
Einstein said: "Crazy is to do the same thing repeatedly, but expect different results." If the company has always adhered to the traditional concept, customer service can only stay in the mode of passive intervention, customer satisfaction is difficult to improve, encountered In a special period like New Coronary Pneumonia, you will be helpless in service.
The future opportunity is at hand. This is an important choice facing the company, and your choice will determine the company's future service experience.
