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Mobile after-sales service method

A technology of after-sales service and server, applied in the direction of location-based services, electrical components, data processing applications, etc., can solve the problem of not solving the quality of completion and effectively managing customer feedback information, and failing to monitor and verify the working status of after-sales personnel in real time, It does not involve issues such as customer interaction and communication, and achieves the effect of improving completion efficiency and quality, increasing user stickiness, and reducing personnel usage costs.

Active Publication Date: 2014-09-24
饶渐平
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

This solution can improve the efficiency of maintenance task allocation to a certain extent, but it does not solve the problems of how to improve the quality of task completion and effectively manage customer feedback information, let alone interact and communicate with customers
In addition, the existing technical solutions have not been able to realize real-time monitoring of the working status of after-sales personnel and verify its authenticity, and there are major defects in practical application

Method used

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  • Mobile after-sales service method

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0062] In a mobile after-sales service method of the present invention, the application server 104 regularly or irregularly sends data or instructions to the after-sales personnel client 102 . The after-sales personnel client 102 uploads the verification data and / or after-sales data to the application server 104 in response to the issued data or instructions. The verification data includes photos taken by the after-sales personnel client 102, recorded audio and geographic location data. Geolocation data includes GPS data and / or positioning data obtained through Wi-Fi and / or mobile communication networks. GPS data may be interrupted in shaded places such as subways and houses, and the positioning data through Wi-Fi and mobile communication networks can ensure the continuity of geographical location data of after-sales service personnel.

[0063] The after-sales personnel client 102 actively uploads verification data and / or after-sales data to the application server 104 regular...

Embodiment 2

[0080] The application server 104 regularly or irregularly sends data or instructions to the after-sales personnel client 102 . The data or instructions issued by the application server 104 include: data or instructions related to receiving tasks, route query, downloading data, online consultation and / or task status feedback. The after-sales personnel client 102 uploads the verification data and / or after-sales data to the application server 104 in response to the issued data or instructions. After-sales data includes task receiving data, route data, consulting customer service data and task feedback data.

[0081] For the task receiving data process, the specific description is as follows:

[0082] Background manager adds task data, comprises task title, task detail location, task requirement, contact name, contact phone, the task data after adding is saved in the database server (105), and the task that the administrator will add is assigned to Specific after-sales personne...

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Abstract

The invention relates to a mobile after-sales service method. An application server transmits data or an instruction to a client of after-sales service personnel regularly or irregularly. The client of after-sales service personnel responds to the transmitted data or instruction, and uploads verification data and / or after-sales data to the application server, or the client of the after-sales service personnel actively uploads the verification data and / or after-sales data to the application server regularly or irregularly. The application server can evaluate the state of the after-sales service personnel through combining with the transmitted data or instruction according to the verification data and / or after-sales data. The after-sales service personnel receive a task, inquire a route and download data through an after-sales APP. Moreover, if there is a problem, a user can timely consult customer service staff, thereby improving the efficiency and quality of the after-sale service. In addition, the method achieves the real-time monitoring of the working state of the after-sales service personnel, and can verify the authenticity and rationality of the working state.

Description

technical field [0001] The invention relates to a method for providing after-sales service, in particular to a mobile after-sales service method. Background technique [0002] At present, most after-sales departments of enterprises receive task calls and assign tasks manually. After the after-sales personnel are dispatched, they cannot track the location of the personnel and can only passively wait for the reply of the after-sales personnel. After the after-sales personnel arrive at the scene, if they do not bring all the information or are not familiar with the products they sell, it will bring difficulties to the on-site work, waste time, and affect the image of the company in the hearts of customers. After the after-sales work is completed, the after-sales staff usually ask the customer to sign some paper documents to obtain the customer's confirmation and feedback on services and products. After the after-sales personnel bring the paper documents signed by the customer ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04W4/02H04L29/08G06Q10/06
Inventor 饶渐平
Owner 饶渐平
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