呼叫中心系統(tǒng)在4s店起到的作用介紹

4S shop is a "four in one" as the core of the car franchise model, including sales, spare parts (Sparepart), after-sales service, information feedback (Survey) and so on. It has a unified appearance image, unified logo, unified management standards, only the characteristics of a single brand. It is a tangible market with prominent personality, channel consistency and unified cultural concept, 4S stores in the promotion of automotive brand, automotive production enterprise image advantage is good! 4S stores, just to meet the needs of users, it can provide well-equipped, clean maintenance area, modern equipment and modern equipment Service management, highly professional atmosphere, good maintenance of service facilities, adequate supply of spare parts, prompt and timely tracking of the service system. Through 4S shop service, users can have a sense of trust in the brand, thereby expanding sales. "

因此，“4S”的關(guān)鍵詞是“方案”和“服務(wù)”。其實在“服務(wù)經(jīng)濟(jì)社會”的大背景下，“4S”模式其實和其他一些已進(jìn)入“以方案和服務(wù)為核心競爭力時代”的行業(yè)銷售服務(wù)模式殊路同歸，只不過叫法更時尚、更新一些。

Therefore, the key word of "4S" is "solution" and "service". In fact, in the context of "serving the economy and society," the "4S" model and some other industries have entered the "program and service as the core competitiveness of the era" of sales and service models come together, but more fashionable and updated.

汽車行業(yè)被呼叫中心系統(tǒng)提供強勁功能，使銷售人員通過一個連貫的流程，實現(xiàn)銷售和服務(wù)。

The call center system in the automotive industry provides strong functionality that enables salespeople to achieve sales and services through a coherent process.

1)主動呼叫、尋找客戶

(1) actively calling, looking for customers.

2)跟蹤服務(wù)，連續(xù)銷售

(2) tracking services, continuous sales

3)來電智能分類，強化連續(xù)服務(wù)

(3) call intelligence classification, strengthen continuous service.

當(dāng)有用戶來電時，系統(tǒng)能夠自動分析，將用戶轉(zhuǎn)接給上次為其服務(wù)的銷售人員，以便于服務(wù)擁有的延續(xù)性。如果該銷售人員暫時無法服務(wù)，系統(tǒng)將尋找空閑人員接通，并將用戶資料彈屏，限度保持服務(wù)連續(xù)性。

_When a user calls, the system can automatically analyze and transfer the user to the salesperson who served him last time, so that the service has the best continuity. If the salesman is temporarily unable to serve, the system will look for idle personnel to connect, and the user data flip screen, to maximize the continuity of service.

4)用戶資料彈屏，提升用戶感受

(4) user data screen, enhance user experience.

無論用戶來電還是主動外呼營銷，在呼叫接通前，系統(tǒng)都將彈屏用戶資料，包含用戶姓名、年齡、購車意向、近通話記錄等等，使銷售人員充分了解用戶，有目的的連續(xù)服務(wù)。

_, whether the user calls or actively calls out marketing, before the call is put through, the system will flip-screen user information, including user name, age, car purchase intention, recent call records and so on, so that sales personnel fully understand the user, purposeful continuous service.

5)電話預(yù)訂

(5) telephone reservation

6)自動回訪日程安排，挖掘用戶價值

(6) automatically return to schedule and tap user value.

在汽車維修行業(yè)，除了擁有類似以上4S店汽車銷售的功能外，還擁有以下特色功能：

_In the automotive maintenance industry, in addition to having similar 4S shop car sales functions, but also has the following features:

1)汽車分類查詢

(1) vehicle classification query

2)緊急求助

(2) urgent help

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