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爱普生(中国)有限公司客户服务(CS)部作为负责爱普生全系列产品售前售后服务的部门,由于信息无法共享,严重影响了爱普生公司的服务质量。为了给客户提供专业服务,爱普生公司内部任命了一批“专家”, 通过蓝凌 LKS-ECKS 系统的“专家网络”给坐席提供了专家“地图”,坐席只要按图索骥就能快速找到要查找的专家,提高了服务质量。 CS 部每天都会产生大量文档。以前,所有技术文档都通过手工审批确认、管理,不仅效率低下而且技术文档的质量参差不齐。去年10月爱普生公司开通800售前售后服务热线后,服务人员的规模急剧扩大,仅热线中
Epson (China) Co., Ltd. Customer Service (CS) Department As a department responsible for a full range of Epson products pre-sales service, because the information can not be shared, seriously affecting the quality of service of Epson company. In order to provide professional services to customers, Epson appointed a group of “experts” within the company to provide its agents with “maps” of experts through the “Expert Network” of LKS-ECKS system. The agents can quickly find the experts they are looking for , Improve service quality. CS department produces a large number of documents every day. In the past, all technical documents were manually verified, managed, not only inefficient but also the quality of technical documents was uneven. Last October, Epson opened 800 pre-sale after-sales service hotline, the size of the service staff expanded dramatically, only the hotline