Acer has been deeply rooted in the commercial market for many years. It has launched many high-quality products relying on its precise market control ability and excellent R&D strength, which has been highly recognized by customers. High quality service is also crucial. Based on the customer-oriented customer concept, Acer has created a dedicated service system for key customers under the high standards of professionalism and process, opened dedicated service channels for key customers on official websites, WeChat, and service hotlines, established a key customer service channel, and set up VIP spare parts warehouse for key customers with dedicated engineers enjoying priority allocation emergency mechanism, Quickly respond to the service needs of key customers, and strive to provide solid protection through a series of exclusive services for key customers.
Service process standardization:
In terms of service process, Acer adheres to the principle of combining responsibility, standardization, differentiation and specialization, and has established a standardized service process that can respond in a timely manner, and can make targeted feedback according to different service needs: such as the all-weather standby VIP service line, which responds to needs at the first time and provides professional questions and answers, Arrange engineers nearby or contact spare parts allocation nearby, and arrange to return to the factory for maintenance, so as to quickly solve problems and ensure the normal operation of customers. Behind the smooth experience, we not only rely on Acer's high-quality team recruited for commercial services, but also rely on Acer's improved service network that keeps pace with the times.
Complete service network:
For many years, Acer has built a professional, responsive and highly competitive service system around offline service stations, spare parts supply chains, chip level maintenance plants and customer contact centers. At present, Acer has set up nearly 500 service outlets in 31 provinces, cities and autonomous regions across the country, all of whom are certified and have passed professional training certification, and are capable of providing professional services and solutions to customers. In order to better practice the principle of nearby service and respond to demand more quickly, Acer has set up a general spare parts warehouse in Kunshan and regional spare parts sub warehouses in 8 major cities according to the distribution of customers, with nearly 80000 categories of spare parts and more than 1 million items. Based on this, Acer has implemented a nationwide spare parts support network to ensure that spare parts can be delivered to the required service points as soon as possible. At the same time, Acer has set up three maintenance plants in Kunshan Economic Development Zone, Suzhou Park and Beijing Shangdi Information Industry Base, all of which have chip level maintenance capabilities. Through professional team building and high-precision equipment deployment, Acer can achieve seamless connection of after-sales problems and solve problems professionally and efficiently for customers.
Professional service team:
Acer Customer Contact Center, established with professional and high quality, has taken over the bridge and link between Acer and key customers, and has not only won the five-star certification of CCCS customer contact center standard system Highly recognized by domestic and international authorities such as ISO20000 IT service management system certification, it has also withstood the test of time, and won the "Annual Service Award" of the authoritative media "Computer News" China Science and Technology Billboard for 17 years. Acer Customer Contact Center adheres to professional and fast service orientation, has systematic talent training, perfect talent reserve, focuses on technical industry content, and relies on Acer's rich resources, has the world's leading contact center operation and management experience, and has opened a key customer service line 400-770-2000 to provide 7 * 24 service response support throughout the year.
Acer adheres to the user oriented service concept, builds a bridge of trust with key customers with professional and fast services by virtue of improving the construction of the service system and standardizing the smooth service process, so as to protect the business value of customers.
About Acer:
Acer, founded in 1976, is one of the top technology companies in the world. With the development of the industry and the change of lifestyle, Acer will open up opportunities in the consumer and commercial markets to establish a new ecosystem and launch more integrated applications and products that combine hardware, software and services. Acer has always regarded breaking the barrier between people and technology as its corporate mission. There are more than 7700 employees around the world dedicated to R&D, design, marketing, sales, product services and various solutions, with business spanning 160 countries.
