The CRM - experience Dell Call Center
Sun Hongbo 2002/11/21
. . A few days ago, my Dell laptop graphics card droved a little problem, so I had the opportunity to experience Dell's intimate service. . . I dialed the Dell's after-sales service phone 8008582333, no bus line, soon there is a voice prompt telling me that for the convenience of service or quickly solving the problem, please prepare the machine's product number, let me tell me if I need to download the driver Please visit a certain URL. . . From these first two tips, we can see that Dell does considerate consideration in service. Article 1 Preparation of the product number, although it is requests the user, but it is also a good thing for the customer's request to mention the front. It is also a good thing for Dell. After receiving the engineer, please check the product number, occupying the engineer. Time, the cost of people is definitely higher than the previous language tips. The second item can be said to be the reflection of Dell higher management. I have visited the Dell's website before calling, which is also the consistent policy to see if there is a solution. If you don't consider seeking phone support again. If more and more people like the author, I believe that manufacturers must have some effort to support on the support of the website. In the search page of the website, Dell already lists the DRiver's search probability is the highest, which tells us that the person seeking to support about the driver is the most. Therefore, Dell also puts the problem with the driver in the language prompt. I believe that this effective policy will transfer a considerable number of users to the network, which is also reduced the Call Center burden, which is to reduce operation costs and ensure service satisfaction. A effective means of degrees. It is determined that DRIVER's service needs is the most, and Dell has made more work later, such as statistical analysis of customer service requests. However, in the voice prompt, the URL of the drive URL is relatively long, and the prompt says two times, but for users who are not prepared, it is still a bit difficult to rely on my own mind. If there is a separate URL, such as www.delldriver.com or apply for a network real name, so users and Dell will not feel inconvenient in the URL. . . The third item of the voice prompt is about the use of the resource disk. The last item is to engineer support, which is probably the Dell's strategy, put the engineer in the end, try to transfer the traffic from the customer service to other channels, while Put the necessary preparation to the front. This workflow is clearly designed, considering a number of factors such as the feeling of customers, operating costs. . . Soon, I have connected the phone call, there is not much waiting and annoying music tips. If you have to have a musical tip, don't use electronic synthesized MIDI music, and it is best to receive some popular music. The author's original Call Center's waiting music is some popular songs. Once a customer tells the author to listen to the song, he can listen to the song, can hear it again. It will not reduce customer satisfaction because it will reduce customer satisfaction because of too many waiting. After telling the engineer's product number, only five, but engineers quickly found relevant information, and asked if I was a certain company, this is very unexpected. It seems that Dell's direct sales model makes its customer database is quite perfect, and the product number has also been carefully designed. Therefore, you can quickly find the background information of related customers according to the product number. Engineers seem to be well-trained, paying attention to the company, there is no feeling that is spoken, but also feel very kind. . . I raised my own problems and told him that I didn't find a suitable solution on the website. The engineer looks very familiar with the model I have, what is the model of the graphics card, and the specific driver version number, etc. I remember very clearly, my problem will soon be resolved.
Then I asked some other driver issues, such as sound cards, BIOS, etc., and different functions of other brands of machines, the same type of graphics card, the engineer,,,,,,,,,,,,,,, Those who are not necessary, even very remote problems, no hesitation, let me get it. . . Dell's product line is very rich, and I asked is another early product, and engineers can respond, and they are not vague on the details. On the one hand, it means that the level of service engineers in Dell is quite high. In addition, it seems that Dell reserves a lot in knowledge management, otherwise, the engineers are not so familiar to every detail of the whole line. I envisage the interface facing the engineer. After receiving a call, start a new dialogue record, enter my product number in the record, then the main technical information of the product sales information and product is displayed in the engineer. In front of it, he can say my source and understand the product very well. Another aspect is about product design, although there are many types, but if it is a standard part of the standard part, then the engineer is more likely to pay, I asked a Touch Pad problem, he told me if you can't find it To the update of my product, you can also find a new model drive, and the versatility of the product component can be seen. . . During the whole process, the engineer has never said that the contact information of the pen, this is unexpected. After all, leaving customers' contact information can not only evaluate the quality of service of the engineer, but also to establish a more complete customer database must be. It looks, maybe Dell has a better mode. Since he can find my customer record from the product number, then this service record can be bound to the corresponding product, which also meets the previous requirements, and more advantageous . This is one of the benefits of direct sales. After all, through distribution, contact the product number and specific customers together to invest more energy. . . Question: CRM and Knowledge Management are now very popular topics, in fact, these things are reflected in the daily operations of some leadership, and have not heard what kind of management system they are doing, but actually they have quietly Go to front. Author contact method: hbsun@sina.com
