Establish an efficient technical support system, involving 4 parts
- management by objectives
- staff training
- Tool optimization
- Process integration
1. Goal management
Peter Drucker said that there is a goal before the work can be determined, so "the mission and task of the enterprise must be transformed into the goal".
Technical support goals:
Elementary: Problem Solving
Advanced: meet the needs
Excellent: Helping Clients Succeed
Technical Support Capability Model:
Primary: The customer has a problem, solve the problem (equivalent to the customer falling into the pit, you will pick up the customer)
Advanced: Starting from the needs of customers, solve a series of problems in advance
Excellent: Perspective customer needs, grasp the essence
Example: God asked an ancient man what he wanted, that man wanted a carriage, God pulled a luxury carriage and a car at the same time, and made an introduction, and finally the man chose the car. The angel asked God why, and God said, "Because in essence what he wants is transportation, but he doesn't know there is a better transportation than a carriage,"
2. Personnel training
Core elements of training
Clear training objectives and assessment standards
Simulate actual scenarios and problems
Periodic training
General skills + vertical field skills training
What do customers like?
1. Whether you understand or not, respond immediately
2. Clear progress and process (positive example: the express delivery industry has realized the real-time location query function of items)
3. Quality exceeds customer overdue
4. Solve problems ahead of time
5. Optimistic, positive attitude
3. Tool optimization
Tool methodology for technical support : from using people to solve problems, through data accumulation, to using tools to solve problems
Core: 1. Iron-clad and flowing soldiers, enterprises should change from reliance on people to reliance on tools and systems, and reduce the impact of personnel mobility on the enterprise
2. Excellent tools are like advanced equipment. An ordinary soldier equipped with a submachine gun can kill a bunch of elite soldiers in the era of cold weapons.
3. With the accumulation of time, the data will become more and more perfect, and the tools will become more and more advanced
Toolchain Optimization Path:
1. Manual analysis and problem solving
2. According to the specific needs of customers, establish "fool-style" technical documents (dynamic diagram tutorials, etc.), and solve the repetitive problems of different customers through the documents
3. If there are more than 100 documents, it is necessary to establish an enterprise information database, so that technical documents can be shared at the company level
4. There are more than 500 documents, and a search engine is needed to quickly match questions and documents
5. If there are more than 1000 documents, an intelligent search engine is needed, which can automatically match the question and the answer through the fuzzy matching and semantic analysis function (big data analysis)
With the improvement of the technical support system, technical support can be freed from repeated low-level problems and focus on solving difficult problems
4. Process Integration
Processes are the glue that holds together goals, people, and tools.
Through the process, decompose the big goal into small goals, arrange the right people in the right order, at the right time, and use efficient tools to achieve the goals
other:
** Essentially, R&D is biased towards creation, and technical support is biased towards combination, which means that technical support should integrate messy company resources into a complete set of solutions and deliver them to customers
**Technical support time should be spent envisioning solutions ahead of time, saving time on technical implementation of the project, and automating most of the combined work. Only in this way can technical support get out of the heavy chores
**Technical support can be regarded as a pipeline connecting the company to the outside world. The role of the pipeline is to allow the necessary information and resources within the company to circulate with the outside world.
There are 3 criteria for evaluating the pipeline:
Maximum Capacity: How many customers can technical support support at the same time
Circulation speed: How long does it take for technical support to integrate the resources required by customers and deliver them to customers
Accuracy: technical support hand over a customer's resources, it is indeed what the customer wants