User service system

Edit date：2024-10-29

I. Pre-sales Service

 

1. Professional Consultation
1.1 Set up a dedicated online consultation platform. The company's official website is equipped with customer service personnel with professional medical knowledge and product knowledge to provide potential customers with detailed consultation services on the functions, characteristics, and applicable people of blood glucose meters.
1.2 According to the customer's health status, living habits and needs, recommend suitable blood glucose meter models and supporting products for them.

2. Product Experience
2.1 Set up product experience areas in some offline stores and cooperative medical institutions to allow customers to operate blood glucose meters personally and feel their usage methods and convenience.
2.2 According to market conditions, hold free blood glucose testing services to enable users to understand the accuracy and reliability of blood glucose meters during the experience.

 

II. In-sale Service

 

1. Convenient Purchase Channels
1.1 Build an online shopping mall and optimize the shopping process to ensure that customers can easily complete the purchase of blood glucose meters and related consumables.
1.2 Cooperate with major e-commerce platforms to expand sales channels and facilitate customers to purchase products on different platforms.
1.3 Offline, set up special counters and cooperate with retail terminals such as pharmacies to ensure extensive distribution of products so that customers can easily purchase products.

2. Fast Delivery Service
2.1 Cooperate with professional logistics and delivery companies to ensure that the blood glucose meters purchased by customers can be delivered in a timely and accurate manner.
2.2 Provide multiple delivery methods such as express delivery and same-city delivery to meet different needs of customers.
2.3 For customers with urgent needs, provide expedited delivery services to ensure that customers can receive products as soon as possible.

 

III. After-sales Service

 

1. Technical Support and Maintenance Service
1.1 Set up a national unified after-sales service phone number and email address to provide professional technical support services for customers. If customers encounter any problems during the use of blood glucose meters, they can contact customer service personnel at any time to obtain professional answers and guidance.
1.2 Set up an after-sales service center, equipped with professional maintenance technicians and complete maintenance equipment. For blood glucose meters with malfunctions, customers can choose to mail the product to the after-sales service center or go directly to the service center for maintenance. The after-sales service center promises to complete the maintenance within a certain number of working days after receiving the product and return the product to the customer in time.
1.3 Provide regular calibration services for customers' blood glucose meters to ensure the measurement accuracy of blood glucose meters. Customers can send their blood glucose meters to the after-sales service center or designated calibration locations for calibration according to the prompts in the product manual.

2. Product Warranty Service
2.1 Provide a certain period of quality guarantee for the sold blood glucose meters. During the warranty period, if the product has quality problems, customers can enjoy free repair or replacement services.
2.2 Clearly define the warranty scope and conditions, and explain in detail to customers which situations belong to the faults within the warranty scope and which situations do not belong to the warranty scope to avoid disputes due to misunderstandings.

3. User Training and Education Service
3.1. Prepare detailed product user manuals and provide them to customers together with the products to help customers quickly master the correct usage methods of blood glucose meters.
3.2 Set up user training zones on online platforms and official mobile applications to provide rich training courses and materials, including the importance of blood glucose monitoring, operation skills of blood glucose meters, interpretation of blood glucose data, and other contents. Customers can learn at any time according to their own needs.
3.3 Hold offline user training activities and invite professional medical staff to provide face-to-face training and guidance for customers. The event contents include practical operation demonstrations of blood glucose monitoring, lectures on diabetes management knowledge, and user experience sharing. Through interactive learning methods, improve customers' self-management ability.

4. Customer Feedback and Complaint Handling Service
4.1. Establish a perfect customer feedback mechanism and encourage customers to put forward opinions and suggestions on products and services. Through online questionnaires, customer service return visits, user forums and other methods, collect customer feedback information and timely sort and analyze it.
4.2 For customer complaints, establish a special complaint handling process to ensure that every complaint can be handled promptly and effectively. After receiving a complaint, customer service personnel will communicate with customers as soon as possible to understand the specific situation of the complaint and feed the problem back to relevant departments for investigation and handling. The handling results will be fed back to customers in time, and at the same time, conduct satisfaction return visits to customers to ensure that customers are satisfied with the handling results.

5. Health Management and Value-added Services
5.1 Based on customers' blood glucose data, provide personalized health management suggestions and services for customers.
5.2 From time to time, push the latest information and popular science articles on diabetes prevention and treatment to customers on the official website to help customers understand the latest research results and treatment methods of diabetes and improve customers' health awareness and self-management level.

 

Through the above perfect user service system for blood glucose meters, Hainice is committed to providing customers with all-round, high-quality services, so that customers can feel convenient, professional and considerate in the process of purchasing and using blood glucose meters, and thus better manage their own health.