FUNCTION SUMMARY
The RCPilot Manufacturer Support Center (“MSC”) provides an unprecedented set of tools for manufacturers to more efficiently handle incoming issues while simultaneously heading off duplicate support requests. The MSC also allows manufacturers to keep heated disputes out of the public eye while still supporting the customer.
FEATURES
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- Brand & Issue Segmentation. Manufacturers may add as many brands as they wish. For each brand, the manufacturer may designate other RCPilot members to handle specific product issue segments.
- Issue Status Control. Any authorized brand admin may designate any issue post either “pending” or “resolved.” This enables support admins to quickly find and address pending issues.
- Public vs. Private. Any authorized brand admin may designate any issue post either “public” or “private.” This keeps heated conversations out of the public eye and hides from public view issues that are unlikely to help other users. Conversely, issues that come up frequently may be kept public to forestall tickets by other customers with a similar issue.
- Topic & Product Based Questions. All issues must be classified in one of 7 topics: (1) Airframe or Kit, (2) Engine or Motor, (3) Radio Equipment, (4) Electronics, (5) Batteries & Chargers, (6) Accessories or (7) All Other Issues. In addition, each post will have the following fields completed: (a) Brand, (b) Product Name, (c) Topic and (d) Title. These attributes will help users find relevant answers specific to that product/issue before they submit a ticket.
- Automated FAQ. Any brand admin is free to post an issue and answer it, creating a de facto FAQ in the process. Customers will find this when they go to post a question.
- Matching Question Finder. The system will require all users to create a brief title before posting a support issue. The software will then display all similar questions for that brand and that topic.
- Brand & Issue Segmentation. Manufacturers may add as many brands as they wish. For each brand, the manufacturer may designate other RCPilot members to handle specific product issue segments.
CONSOLIDATION & EFFICIENCY
Rather than throwing resources at multiple forums and Facebook, both of which are unwieldy platforms for responding to support questions, we recommend directing all support traffic to RCPilot so your team can have a central place to control both community support and community product messaging as it relates to recurring customer questions.
HOW TO GET STARTED
To get started, your organization should establish a free account on RCPilot.com. In the user profile settings area, you will find an option to designate your account as “commercial.” Once designated, you will be able to add your brands.
- Get your brand on the site early. Once a brand name is taken, no other account can claim it. If there is a dispute, we will help sort it out.
- Make sure your support admins have individual or commercial accounts on the site.
- Simply look up and add admins to each brand and check the boxes associated with the topics you want them to handle.
- When an issue comes in, each admin with permission to address issues in the ticket’s topic area will receive a notification through the RCPilot notification system.
- Any admin can periodically browse the issues for your brand at any time.
- There is no charge for the service.
- If you have any questions, please email admin@rcpilot.com