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客服中心介绍

    永鼎致远倡导“专业、高效、创新”的企业精神,致力于为移动运营商运营数据业务提供强大的数据支撑、运行维护、业务管理,聚焦于业务流程的完善和效率的提升,帮助客户构建更为稳固的最终用户关系和更为创新的最终用户体? 技术支持采取前端售前、现场售后技术支持人员与后台研发部分相结合的受理应答方式,向客户提供7*24小时的不间断服务,通过电话、E-Mail等多种方式受理客户业务咨询、投诉申告、紧急服务、等多样化的服务 需求。售前工程师、专业销售人员会定期进行用户回访、用户满意度调查等,随时了解客户需求,掌握客户资源、服务质量等状况?/span>

客服服务流程

    公司研发总部设立于北京,经过几年的艰苦努力和快速发展,相继成立了上海、重庆、江苏、浙江等16个省市级办事处,以重点城市为中心辐射全国市场,为客户提供一体化本地服务,接受客户的需求、问题咨询、问题反馈、投诉等,问题反馈流程如下:
    1、当客户在使用我们的系统过程中遇到问题时,可直接反馈到驻守各省的一线维护人员处,若当地一线维护人员在片区内寻求资源能解决,则当地一线维护人员解决,若不能解决的,则反馈给公司售后支持总部,由总部协调公司相关技术部门处理;
    2、问题直接反馈到总部的,协调公司相关技术部门处理;
    3、驻守各省的一线维护人员在维护过程中自己发现的问题,能在片区内寻求资源解决的,则当地解决,不能解决的,则反馈给总部,协调公司相关技术部门处理;

客服服务内容

   永鼎致远在全国各省都有专业技术支持人员,且统一归总公司支持服务部门调配,以保障各省各运营商软件、硬件的正常运行?/span>

系统维护服务

在线支持服务

接收咨询、反馈、投?/span>

接收问题和问题处理、跟?/span>

提供远程技术支?/span>

远程定位问题并处?/span>

远程程序部署、更新、版本升?/span>

系统保障服务

各省派驻守项目经?/span>

定期检查设备运行情?/span>

检查各程序运行情况

检查各设备采集情况

检查网络情?/span>

检查数据库运行情况

基础数据配置完善

前台客户端查询速率优化

解答和解决日常系统出现的问题

对出现的故障及时解决修复

提交系统运行情况报告

提供程序优化和维护建?/span>

设备维护服务

硬件设备维护

服务器及配件维护

网络设备硬件维护

采集设备及配件维?/span>

综合布线系统维护

设备调试

服务器操作系统维?/span>

服务器应用程序维?/span>

网络设备调试

采集设备调试

故障定义级别与相应时?/span>

故障级别

故障定义

响应时间

解决时间

一级故?/span>

不能连接公司服务器;前台客户端不能正常登陆?/span>

20分钟内响应,并提出解决方?/span>

2小时内修?/span>

二级故障

基础数据配置不全;设备当掉?/span>

30分钟内响应并提出解决方案

4小时内修?/span>

三级故障

巡检中出现程序挂掉、丢数据、采集不全、部分时间段无数?/span>

1小时内响应并提出解决方案

6小时内修?/span>

四级故障

前台客户端查询报错或缺少模块功能;全天数据查询不?/span>

4小时内响应并提出解决方案

8小时内修?/span>

 

 

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