Appliance era needs more consumer guidance services

With the advent of smart home appliances, both large and small home appliances are eager to get smart, and they have come up with a smart banner. At the same time, they are worth more. However, unfortunately, many people lack the perception of so-called smart products bought back at great prices, and smart functions are often idle. What are the reasons? The author found that the reason for a considerable number of people turned out to be "not to use."

Compared to traditional products, most smart home appliances have complex functions and are difficult to operate. The application of many functions cannot be grasped by ordinary consumers at all times. As a result, many people who have moved smart home appliances back home have described it as a tasteless and even annoying. Fudged by the concept. Taking a smart TV as an example, this is definitely the protagonist of this year's market, but I believe many consumers who have bought smart TVs are still far from controlling their smart functions. For example, some people think that they bought a smart TV with gesture recognition function, and win7 system and usb interface, but these functions have not been used, because the time of purchase only to see the sales staff in the mall to operate it again, etc. After returning home, I discovered that the operation was not simple. I studied the instructions, but many of the above technical names and parameters were maddening.

We often say that "services should be more humane." The author believes that home appliances have entered the era of intelligence, humane service is very important point is to have high-quality consumer guidance services, but for a long time, manufacturers and businesses are relatively lacking in this regard, the use of guidance is a manual, and after-sales service It is equal to installation and maintenance. But in the era of intelligence, these are not enough, because smart home appliances are not independent hardware products like traditional home appliances, but are equipped with a wealth of software content. Therefore, consumers need more, more professional and timely guidance services. Specifically, the author believes that manufacturers and merchants should at least work in the following three areas:

First, we should cultivate a professional service team. The construction of this team should not only be limited to the after-sales aspect, but the pre-sale guidance service is also very important. After all, smart home appliances have complex functions and are difficult to operate. They are not ordinary consumers who can move home and use them. Therefore, sales personnel are particularly important in the operation, presentation, and explanation of products. The accurate and visual display of product functions by sales personnel will allow consumers to have a comprehensive understanding of the product, and after-sales personnel will interpret and use instructions patiently during delivery and installation, which will make consumers more convenient. Master operating methods to avoid "do not use" trouble.

Second, it should create a professional call platform. In the past, most of the company's call platforms were for consumers to contact maintenance services. However, in the era of intelligence, many failures may not be technical problems, nor do they necessarily require maintenance personnel to come to the door. It is possible to smoothly solve problems by telephone communication and guidance debugging. Therefore, the professional training for service hotline personnel is very important, and it is very likely that even with the large number of smart home appliances entering the home, this type of troubleshooting will occupy a growing proportion.

Second, it should provide easy-to-understand instructions. The manual of traditional household appliances is a dispensable thing for people. It is believed that most people do not read the manual before using the home appliances. This is because traditional household appliances have a single function and are easy to use. They can be used well without reading manuals. On the other hand, because the manuals are obscure and difficult to read, they are not necessarily readable, so many people do not use manuals. When it happened. But the smart age is not the same, because the product features increase, many operations must be broken down into several steps, the dependence of consumers on the manual of household appliances surges. At this time, if the instructions are not clear, easy to understand, no doubt will become People use product barriers. Moreover, I believe that the appropriate increase in the illustration may have a good effect, after all, the general public is lack of professional knowledge.

It is believed that the more perfect and professional the consumer guidance services of the manufacturers, the higher the acceptance of smart home appliances by consumers and the higher the degree of satisfaction.