The sting has passed, the spring is getting stronger, and everything is recovering, but a new round of epidemic is coming.
In order to better help merchants respond to epidemic prevention and control and management in agility, solve their service dilemmas and traffic lock problems, we have sorted out the emerging service performance wisdom behind the merchants who responded quickly during the epidemic.
He is the stone of the mountain, can attack jade, how to quickly respond to sudden service problems under the epidemic, I hope to provide you with some help.
1. Customer service performance
The various uncertainties brought about by the epidemic have made it necessary for merchants to quickly launch personalized services to quickly respond to market changes. Merchants can use standardized construction to build personalized service work orders through the intelligent work orders of Banniu, and consumers and customer service registration will enter the specification.
Combined with the service wisdom of many merchants, Banniu hereby launches the epidemic service performance solution - appointment order registration, insured reservation registration, epidemic return and exchange registration to meet the business scenarios and the prevention and control needs of epidemic employees.
Once launched, there are currently more than 100 well-known enterprises such as Xiangpiaopiao, Red Earth, Okamoto, ramen said and so on, so that they can also receive customers in an orderly manner during the epidemic period and reduce the loss of traffic into the store.
1. Make an appointment to register
Let the registration information of consumers who have not placed an order or cannot place an order enter the store wake up after unsealing.
Applicable scenarios
Merchants and consumers whose place of shipment is in the epidemic area, when consumers consult, they can automatically push an appointment to register a work order to the buyer through customer service initiative or robot, so that the buyer can register the city and mobile phone number, buyer nickname and name.
In view of the addresses that can be shipped after the end of the epidemic, merchants can promote consumers to place orders through the reach of Want Want messages or text messages, so as to increase sales and reduce the loss of traffic into the store.
Best practices
2. Insured reservation registration
Provide consumers with registration channels reserved for activities and preferential policies during the epidemic period, so as to facilitate subsequent wake-up orders and increase sales.
Consumers affected by the epidemic can register exclusive insured reservation work orders, retain activities and preferential policies during the epidemic period, and after the epidemic is over, consumers can purchase in accordance with the previous activity policies to achieve the integration of temperature and personalized service marketing, and do not miss more traffic in the store.
3. Return and exchange appointment registration
Provide consumers in the epidemic area with an appointment to return and exchange work orders, liberating the pressure of repetitive Q&A from service partners.
Consumers affected by the epidemic can register for return and exchange work orders, make an appointment for services, and when the epidemic is over, consumers can return and exchange according to the appointment, improve the after-sales service experience, and reduce consumers' concerns about placing orders.
2. Personnel management
Green health codes are the most concerned topics nowadays, and for responsible enterprises, they also need to pay attention to and protect the health of employees during the epidemic.
Based on the characteristics of the work of service partners, we have launched a service-specific epidemic management work order to help merchants achieve data management of epidemic monitoring and minimize the risk of epidemic.
1. Census of recent travel conditions
Applicable scenarios: It can be used to record the recent travel of people, check whether employees have abnormalities, and perform statistical analysis and follow-up tracking of abnormalities.
2. Daily health registration
Applicable scenarios: Based on asymptomatic infection and the long incubation period of Omi kerong, create a work order that can report the daily health status of employees in real time.
3. Registration of office conditions
Applicable scenarios: Affected by the epidemic, employees of enterprises in many places need to work from home, which is difficult for service partners to work in shifts. Therefore, the work order can collect information about the employee's home office conditions and reasonably arrange the work content and time.
4. Comprehensive registration of leave of absence
Applicable scenarios: By registering this work order group, superior leaders or personnel can intuitively and comprehensively grasp the status of employees' leave, leave and return, so as to avoid other office software information updates are not timely. And add a private sharing setting to the link, whether the superior leader in this group has passed the approval, when sharing the link to the employee to fill in, the advanced settings can be marked as hidden, and the others are visible.
5. Registration of transportation mode for work
Applicable scenarios: Affected by the epidemic, public transportation will be restricted, adjusted, and affected by the local epidemic, and it may not be possible to commute normally. Therefore, it is necessary to collect and grasp the details of the actual residence of all team members in a timely manner, as well as commuting transportation methods, so as to reasonably adjust the schedule, effectively take management measures such as home office and time-sharing online, to ensure the safety of team members and to ensure normal service operations.
Third, the highlight function of the class cow
The above work order template is built by Banniu intelligent work order, which can efficiently solve the standardization of business and consumer information entry and the standardization of data caliber, and the service personnel can quickly build personalized service scenarios, perfectly adapt to the enterprise system, and greatly reduce the training cost of service personnel and the cost of consumer communication.
1. Intelligent work order
Function Introduction: IKEA-style assembly capacity engine can realize the perfect unity of standardized components and personalized needs, meet the needs of brand personalized service scenarios, help brands connect online and offline business, save after-sales registration and circulation efficiency, and multiply human efficiency.
2. Self-service hall
Functional scenarios: Based on the self-service hall built by the intelligent work order, consumers can self-select services such as address change, invoice application, refund price difference, and expedited delivery in the self-service hall to achieve all-weather, omni-channel, and fully automatic services, help merchants better serve consumers, and release the pressure of customer service online reception.