Hail
One minute, 45 seconds
Hp
Two seconds
Convergence
No waiting
It's me
Sixteen seconds
It was not difficult to discover from the tests that the number of switchovers of service calls by various manufacturers was kept below 3 times (inclusive) and that, as a consumer, the number of such transfers was acceptable. With regard to the waiting time for access to engineers, both del and dale were able to reach the service staff almost zero. Hel and hong ki, on the other hand, have a slightly longer waiting period of one minute and 45 seconds and one minute and 42 seconds, respectively. We can't comment on the fact that fang waits for three seconds, but while waiting for it, he will play the latest prc commercial, which is just for consumers to see for themselves。
2. Pre-sale counselling
Pre-sale counselling primarily examines the attitude and direction of enterprises towards potential customers, and the attitude of non-clients on the other side of the telephone, and even competing customers, to the extent that the producers are equally able to provide services as warm as sunlight to their clients. And whether it is possible to channel such consumers into potential users by effectively addressing customer issues。
In this telephone test, most manufacturers were able to listen actively and effectively and understand the problems that users were consulting, and telephone service personnel could seek the best solutions by transferring to the exclusive sector if too specialized problems could not be solved. However, dell's pre-sale counselling was poor in this test, the telephone service staff were indifferent and the consultant was required to leave detailed company or personal information before proceeding with the next consultation. Such practices inevitably create psychological barriers for consumers in an era of severe personal privacy violations. There is much more to be done to make pre-sale services more humane。
3. Proficiency of post-sale technical engineers
In terms of the professionalism of personnel, we assume that there is a malfunction, namely, that “the main power light is normal after it is turned on, but it shows no output of the equipment and no alarm at the host”. This assumption of failure is used to test the professionalism of individual manufacturers in responding to problems and their ability to communicate and solve problems by telephone. Pconline assesses how the solution to such a problem will normally be to first determine the normality of the direct connection of the host output device (i. E., a graphic card) to the monitor, secondly to determine whether the internal parts of the host are connected loosely, and finally to determine the breakdown hardware using the most common method。
Our test will be based mainly on the service engineer's preliminary judgment of the failure and the clarity and soundness of the solution。
(b) hong ki: in this test, the hong ki telephone service provider gave a proposal to unplug the power for 15 to 30 minutes to re-open it, and if the problem remains unresolved, call 400 to answer the warranty. This response did not contain any technical answer, which was given on repeated occasions by the pconline and took 4 minutes and 27 seconds without any technical support。
Dayr: after determining that there was no problem with the connection to the output equipment, dale's telephone service engineer began to ask for a malfunction light on the mainframe panel, trying to find a reason by using the fail-on light code. After receiving a response that the position light was not working properly, dale's engineer took further steps to guide the users to minimize the system and to perform troubleshooting by cmos discharges. Throughout the service, dell engineers have been very patient and clear in their thinking, and this service is still very compatible with the gold medal service promised by dale's commercial machine. The test took a total of 6 minutes and 44 seconds to successfully resolve client questions。
Questions of a technical nature were also addressed by both sides in their responses to the hypothetical questions, and a “short cut” was chosen for the user telephone maintenance following a simple proposal to replug the power. Since our telephone test time was selected at 3-4:00 a day, the service staff gave the answer that only the engineer could be scheduled for the next day。
In response to this question, hair hair telephone service personnel first questioned the normality of the connection between the equipment, then advised the user to make a proposal to cut off the power and then recommended that the user leave detailed information for repair. It took 3 minutes 36 seconds to answer technical questions。
Hewlett-packard, after searching for the host number of the user, identified the use of an integrated graphic card by the host, which in turn ruled out the problem of connection lines and poor contact with an independent graphic card. When an unsuccessful response was received, the user was instructed to re-plug the memory, but was not advised before the operation to first perform the power outage, which posed a certain risk to the user and the safety of the host, which was somewhat inadequate。
In conjunction with this, the telephone service staff referred the call directly to the professional engineer for a detailed division of labour, following a simple recording of the host information confirmation and queries. After further information, the engineer began to determine the problem of connection between the equipment, the process of which was no different from that of dell's solution, which took 6 minutes and 04 seconds to resolve successfully。
Brand
Professional (5 full points)
Engineer services are time-consuming
Result
Macro
4 minutes, 27 seconds
Unsolved, rectification
Dale
6 minutes, 44 seconds
It's clear. It's working
Fang jung
6 minutes, 23 seconds
Unsolved
Hail
Three minutes and 36 seconds
Unsolved
Hp
10 minutes, 41 seconds
Clear thinking, basic resolution
Convergence
6 minutes 04 seconds
Responsibilities are clear, and when the engineer is transferred, the resolution is done
It's me
One minute, 29 seconds
Unsolved
4. Handling complaints
Complaining that telephones are inevitable in the course of the branding machine service is highly probable. Clients who encounter problems tend to be angry and even scolded. On the other hand, receiving such a complaint call, if our service personnel are not able to handle it properly, it is likely that the problem will escalate and the client will be lost. Therefore, as a qualified telephone service provider, finding the source of the complaint as soon as possible and dealing with it as quickly as possible will make it possible to address client grievances and restore client confidence in the company。
In this test, we will act as a client with multiple contacts who cannot finally solve the problem, blaming the telephone service personnel with a strong and angry tone, and use this process to judge the experience and professionalism of the client in dealing with the complaints, primarily in the following four areas: a, whether the service attitude has always been moderate; b, whether there has been significant psychological fluctuations; c, whether or not to seek a solution; and d, whether or not to remove responsibility and try to transfer the call to someone else。
Brand
Macro
Dale
Fang jung
Hail
Hp
Convergence
It's me
Table above: complaints about the attitude of telephone handling (red part of which is the mishandling part)
From the findings above, it is gratifying to note that the overall level of services in the pc industry in the country is significantly higher than in previous years. However, the proactive search for solutions has yet to be further strengthened with the service providers of the hp。
Iii. Comparation of response services on the network
In the area of web-based self-services, as most manufacturers have simple web services or even online services, this test is conducted only for square, hewlett-packard and three united nations manufacturers。
Fang zheng: on the first page, there is a clear entry point for fang zheng's online service, “experts online” and “tang zheng robot engineers”. (as shown in the red box in the figure below)
Online service portal on square front page
The online connectivity of the experts on the square computer is relatively rapid and the active response of the seat-holders is very good, but the engineers are relatively weak in their technical capacity to address specific problems and have made a recommendation to call 400 telephone calls after asking for simple failures。
Fang zheng expert online
We have also tested the msn smart robots that were promoted earlier, and it is clear that the msn robots are unable to respond to the specific problems of their clients in terms of the identification of natural languages (see figure below for the test of specific issues)。
Fong jung msn robot
And when we reduced the question of "unable to open" to "unable" by m580 for king's sake, the cyborg gave an answer on how to decipher the cipher, which is somewhat dramatic, it seems that the cyborg's "intelligence" still needs further improvement。
Hewlett-packard: hewlett-packard web services are relatively comprehensive and provide users with technical databases, technical forums, mail services and online engineer support. We have also chosen the services of online engineers for testing。
Hewlett-packard web support centre
Online chat room entrance
Access to the hewlett-packard online chat room requires, first of all, the installation of a plugin that will allow easy access to the chat room after the installation of the plugin and the completion of simple personal and malfunction information. On-line engineers respond to questions and provide patient answers to questions that have been filled out in one minute, which is generally quite professional。
However, access to the hewlett-packard online engineer service may be accompanied by a certain deficit in the united states, and after the dialogue with the engineer and the closure of the web page, the hewlett-packard service page will continue to pop up on an irregular basis for periods ranging from 3 to 10 minutes. Only if the user wants to solve the problem through the control panel or ie management tool does the user find the door unloaded. Seeking help through the hewlett-packard after-sales hotline is still unsuccessful. If the problem was individual, and if it was universal, it would cause considerable trouble to users。
Hewlett-packard experts online
In conjunction with the idea that online services are the most comprehensive compared to the hewlett-packard approach, we have chosen to do hands-on testing of the network desktop consultant, which mainly addresses software issues, and the msn smart robot, which solves the whole machine problem。
Networking self-service
Before entering a desktop consultant, a host number is required, which allows the customer to gain a detailed view of the configuration of the computer used by the client, ensures the accuracy and uniqueness of the services of the online passenger service, and also filters out the “harassment” of some malicious users through the unique character of the host number。
I think about the desktop consultant
A familiar online chat room window has emerged to connect the thought-provoking desktop consultant. In the test, we closed the chat window because of our mishandling, but we were very pleased that, when we reconnected to the chat room, the online engineers on-line could immediately verify the previous service records, make an expected judgement and give a solution to a possible relapse. The advantage of entering host number to benefit from service relevance and uniqueness is highlighted here。
Think about the desktop consultant service window
In connection with the msn robot test, we also first chose the natural language test. Of course, we also need to enter the host number before testing, so that we can determine the host configuration and the details of the failure record。
Before using msn robots, login with host number
When the login is successful, the msn smart robots will list the close questions in the left window for further detail by the user, while the right window will list the solutions to the different problems. If your problem happens to be in the msn smart robots' library, it is easy to find a solution on the right。
