As we all know, with the global economy development, more and more customers are purchasing arcade game machines directly from China. However, due to the epidemic situation in recent years, it has become more difficult for foreign customers to connect with Chinese suppliers, the regular face-to-face communication is becoming more harder, most of the after-sales services have to be done online.

Now, the most important thing is how does supplier to help customers to solve after-sales problems more efficiency? What will be the process and standard of the best after-service? In this article you will get a complete and professional after-sales process.

Service Time

Firstly is the service time, it will divided into online and on site, today will mainly report online after service. For online service, our team will provide 24H online service, which including weekdays and weekends

During this time period, customers can contact with supplier to solve after-sales service problems freely. Besides this time period , customers can make an appointment in advance and submit the question list to our sales(contact). We will transfer to our after-sales department to ensure the problems can be solved on time.

Service Team

In order to provide the best service to clients, Yuto will be have 4 departments to supporting the after-sales service process.

The first is marketing department, they will according to customer’s game center operation to provide the most professional suggestion on how to select the most popular game machine to achieve the highest profits.

Marketing Dept

Fiona

Seven

The second is tech department, there will be strictly control on inspection before shipment and take videos and photos to customers for approval.

After making sure everything is all right, our team will arrange the express.

QC

Jay

After Service

Kun 

The third is after-service team. once there are any issue on arcade machine during operation, the customers can feedback to your sales, they will get our after service team to do further troubleshooting and provide the solutions to fix the issues on time

Chloe

Monica

Zara

Stella

The next most important part is Service Flow.Kindly check as below:

Step 1: 

Remember to take videos and pictures to your sales immediately when you meet machine issues , and do not do any changes with the machine before you get specific instructions from the sales, because it will mislead the technician to judge and troubleshoot problems, It might even cause more problems.

Step 2:

After collected all issues feedback information from customers, our sales will report the problem to the after-sales team and submit the after-sales process form immediately

Step 3: 

After receiving the after-sales report, the technician team will provide a preliminary solution within 24 hours.

• General problems:such as setting instruction, manual etc. within 24 hours .
• Otherproblems: will provide further troubleshooting methods within 24 hours. the suppliersmay need customers to provide specified pictures and videos to assist during this period,

At the end, suppliers will confirm the issue and will offer the issue reason to customers, if the replacement parts are needed, normally it will be send out within 3-7 working days