For consumers, excellent user experience not only comes from product design and quality, service itself, but also one of the core contents of user experience. This requires enterprises not only to make continuous breakthroughs and innovation in products, but also to deeply tap the needs of consumers at the service level, so as to provide consumers with a full range of professional service support.
Since entering the Chinese market in 2004, Bosch home appliances have rapidly grown into a popular brand among consumers. Its products include refrigerators, washing machines, integral embedded kitchen appliances and all kinds of household appliances. At present, more than 30 customer service centers have been set up throughout the country.
All along, Bosch home appliances provide consumers with professional, reliable and high-standard service from pre-sale to after-sale professional "Bosch-style service", so that consumers do not have to worry about the whole process of consumption and enjoy a good consumer experience of home appliances. Among them, safety and control are the key words for the realization of "Bosch service". From pre-sale design and installation guidance to after-sale factory cleaning, Bosch home appliances pay great attention to "safety" and strengthen the safety awareness training of employees at the same time. It has laid a good foundation for consumers to enjoy safe and worry-free service throughout the process. In addition, Bosch technicians will help consumers as much as possible in the use of household appliances, maintenance skills and so on. This extra service also brings real sense of security to consumers.
For example, considering that the dishwasher is a relatively new kitchen product for many Chinese families, Bosch technicians will carry out pre-sales designs according to the kitchen conditions of different consumers, check water, circuits, cabinets, etc., and give professional installation suggestions. At the same time, the dishwasher product manual describes in detail the installation environment and matters needing attention for daily use for consumers' reference to avoid problems caused by environmental problems or misoperation. In addition to the pre-sale design, installation guidance and the provision of spare parts for installation, Bosch household appliances in the after-sales link also pay great attention to customer service and care, providing consumers with high-quality original spare parts, original cleaning agents, and daily consumption supplies for kitchen electricity. let consumers have nothing to worry about.
In order to meet the increasing personalized and diversified service needs of consumers, Bosch home appliances continue to upgrade on the basis of safety services, through innovative services and precise control of various processes, committed to bringing professional consumer experience to consumers, so that consumers feel that they are in control. For example, Bosch home appliances realize the closed-loop ecological management of pre-sale, in-sale and after-sale services through professional service platforms and tools such as "online declaration" and "evaluation system", and also allow consumers to participate in it. In addition, in order to solve the after-sales maintenance problem of users at the first time, Bosch Home Appliances adopts 7-24-hour manual hotline service mode, which accepts and responds to consumers' installation, maintenance, consultation and complaint service needs in a timely manner.
Self-owned service team is more professional and reliable.
Different from the "service outsourcing" that some peers are keen on, the call center customer service staff of Bosch Home Appliances all come from the company's own team, and each hotline customer service has undergone professional service training and home appliance knowledge training. In the whole process of pre-sale, in-sale and after-sale, Bosch home appliance service team can provide consumers with professional, reliable and high-level service in strict accordance with the service process.
Today, Bosch Home Appliances has set up 2 contact centers, 33 customer service centers, 200 directly subordinate after-sales service stations and 1500 special maintenance outlets throughout the country. In addition, consumers also have the flexibility to choose Bosch home appliances official Wechat, official Weibo, official website and other communication platforms to express after-sales demand.
For quality-oriented consumers, it is very important to feel the care and service from beginning to end after buying products. Excellent product quality, superb craftsmanship and internationally acclaimed classic design have contributed to the high-quality and sustainable business development of Bosch household appliances. Its recognized high-quality service has won consumers' trust in the brand, and further confirmed the brand concept of Bosch household appliances: "Science and technology achieves the beauty of life".
Author: Chang Yong
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