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Channels For Customers To Get Technical Help

Customers can obtain technical assistance through a variety of convenient channels.

In the pre-sales stage, you can call the group's 24-hour technical consultation hotline 0755-8952 6537, or log in to the official website online customer service window to communicate with professional technical consultants to obtain consulting services such as product selection, technical parameters, solutions, etc.;

In the mid-sales stage, you can feedback problems in the equipment installation and debugging process through the exclusive project contact person;

In the after-sales stage, in addition to the hotline and online customer service, you can also submit technical support needs through the corporate WeChat service account, email, etc. to ensure that the problem can be responded to in the first time.

Technical Support Process Description

1

Pre-sales Stage

After the customer raises a technical consultation demand, the technical support team responds within 1 hour, and tailors clean environment equipment and sterilization technology solutions based on the customer's industry, usage scenarios, budget and other factors, answers technical questions in detail, and assists customers in completing product selection.
2

In The Sales Stage

After the equipment is produced, the technical team communicates with the customer in advance about the installation time. After arriving at the site, the equipment is installed and debugged in strict accordance with the standard process. During the installation process, we will communicate with customers in a timely manner about the progress and precautions. After the installation is completed, we will conduct a comprehensive inspection to ensure the stable operation of the equipment, and provide basic operation training for customer operators.
3

After-sales Stage

After the customer submits a technical support request, the customer service staff will complete the registration and classification of the needs within 30 minutes, and arrange for technical personnel to contact within 2 hours for urgent problems. The technicians will solve the problem through telephone guidance, remote assistance or on-site service, and will return to the customer within 48 hours after the problem is solved to confirm the customer's usage and satisfaction.

Introduction To The Technical Support Team

The technical support team of TKSAGE (Shenzhen) Technology Group Co., Ltd. consists of more than 80 professional and technical personnel, of which senior engineers account for 25%, and the average industry experience of technical personnel exceeds 8 years.

The team members include multidisciplinary professionals such as mechanical design, electrical automation, environmental engineering, and microbiology. They not only have solid theoretical knowledge, but also have rich practical project experience. Whether it is complex equipment troubleshooting or customized technical solution design, the team can provide customers with high-quality services with their professional capabilities. At the same time, the team regularly conducts internal training and technical exchange activities to keep up with the development trend of industry technology and continuously improve service levels.

Remote Assistance Solution

For some technical problems that do not require on-site processing, the Group provides efficient remote assistance services.

Customers initiate remote support requests to technicians through exclusive remote assistance channels. Technicians use professional remote control software and, after obtaining customer authorization, can remotely view the equipment operating status, retrieve equipment logs, and perform parameter adjustments. At the same time, through the video conferencing system, real-time communication and guidance are provided with customer on-site personnel, and the causes and solutions of the problems are explained in detail to ensure that customers can restore the normal operation of the equipment in the shortest possible time.

After the remote assistance is completed, the technicians will organize the operation records and precautions and send them to the customer for subsequent reference.