On January 9, wechat mini program was finally unveiled to the public. For a time, it triggered the attention of all investors, in addition to how to use small program entrepreneurship, we may wish to see how it will give users to bring the ultimate user experience!
In the wechat open class, Zhang gave two examples of small programs like this:
At the bus stop, you can scan the QR code of the bus stop sign to know when the next bus will arrive;
At the bus station, scanning the QR code at the bus station can buy a ticket without waiting in a long queue;
Sounds great to the user, right? Small program provides users with the fastest offline scene experience.
On the other end of the two-dimensional code, it is not easy for enterprises to rationalize the rapid response around users.
Wang, a micro blog addict, recently encountered a particular annoyance: he just bought a big screen TV, not seen a few days ago, when his daughter was watching cartoons alone, spontaneous combustion! Fortunately, he was at home, immediately power, fire, but the house was also made foul smoke. So immediately picked up the phone, dial to the after-sales department, explained what happened, get the answer is: waiting for the staff to declare leadership approval, and then to the scene forensics processing. This means that Xiao Wang can only accompany the terrible scene for now.
Declaration, approval, on-site forensics, come back to the approval, go through the process, issued local dealers, notice after sale, on-site service...... Xiao Wang's waiting is spent in such a rigorous and orderly process of the enterprise. And Xiao Wang's anger also builds up little by little with the advance of time until it erupts. Complaints, reports, exposure, information society, Xiao Wang wants to "destroy" you, minutes!
Such cases abound: regardless of the long channel chain, just the transmission of information, resulting in many enterprises to deal with consumers in a timely manner, do not act, do not monitor, do not feedback, thus suffering from "a shoe lost the country" situation.
i in place: An efficient management system that reduces the week to 40 minutes
So, is there a way for our management systems to connect consumers more quickly and solve problems anytime, anywhere?
From the first call made by the customer, the specific information reflected can be recorded and integrated into the system by the after-sales department in place of the same enterprise management platform i, so that the superior leaders of the after-sales department are no longer the only ones who know the situation, but all the after-sales, finance, technology research and development, logistics replacement and distribution departments. All preparations have been in operation since then.
At the same time, the system can open the location trajectory service according to the collected customer information, search out the staff closest to the customer, deploy them, arrive at the scene in the first time, cooperate with the consumer to actively deal with the problem, the staff may arrive at the scene within ten minutes after the customer reports the situation.
In this process, it is precisely because i is in place that the movement and location of the staff can be monitored in real time, and the most appropriate and fastest personnel can be deployed to solve the problem. Isn't it efficient?
At the front-line site, just after the staff feedback the site information through the mobile terminal, the technical department gives the fault analysis report when i is in place, because when the customer gives the first feedback, the whole department has already started to analyze. With the follow-up supplement, it only takes a few minutes for the analysis report to come out. In addition, the new products are already on the road when the opinions of replacement, refund and compensation are reached with customers; Or the finance department will allocate the money immediately, without the need of staff, and then go back to the company, one department one department leader's signature, to the finance department, storage department to transfer money, pick up goods.
The advantage of this is to avoid the fatal time crisis, event crisis. The staff arrived in time and actively solved problems. When i was in place, the whole department of the enterprise cooperated with the operation. What was needed was provided immediately without any need to go through the process. The information reported at the bottom can be directly seen, judged and dealt with at the end of the decision making. This way of solving problems highlights the respect of the enterprise for the individual employees at the bottom.
Because, pay attention to the result, start from the result, ultimately achieve customer satisfaction, the enterprise is also good. A problem that once required a customer to wait a week to solve now takes only 40 minutes. That's a 250 times difference! Needless to say, this 250 times efficiency is worth a lot to the user experience. This, in turn, means that if you don't take advantage of 40 minutes of prime time, you will lose your customers.
In today's consumption is more upgraded, the complexity of data, behavior and other information, has far exceeded our manual can solve the category, so, in a glance i in place when the panorama, you will see an extremely complex and full of intelligent packaging, to "simple" for different roles in different enterprises, in our own practice, bring us round after round of surprises.
