From the user, to the user, Lynk & Co Lingyue and millions of car owners to create a better trip.
From users to users, Lynk & Co not only creates "far ahead" products, but also provides real services.
In the past 2023, Lynk & Co's cumulative sales exceeded the one million mark, and then it became the fastest Chinese high-end car brand to achieve one million sales, creating its own Lynk & Co speed in this era of vigorous development of new energy vehicles.
From December 2017 to December 2023, the cumulative sales volume of Lynk & Co is 1050841 units, standing at a new starting point of 1 million units, based on the fully upgraded service system, Lynk & Co launched the first service brand - "Lingyue", Lynk & Co's Ling, Pleasant Yue, with "affinity, efficiency, professionalism and pleasure" as the background, aiming to provide users with a transparent, efficient and smooth car ownership service experience throughout the life cycle.
While others are still rolling products, Lynk & Co has started rolling services. This is one of Lynk & Co's cards in the face of fierce competition in the new energy market in the future. In order to gain an in-depth understanding of the connotation of the Lynk & Co Lingyue service brand, we interviewed Shen Haijun, Deputy General Manager of Lynk & Co Automobile Sales Company, to explore the value of Lynk & Co Lingyue service.
Tang Hua: In the automotive circle, whether it is Lynk & Co owners, dealers or the entire automotive industry, Lynk & Co's after-sales service is very recognized, in fact, people who really do car service will know that it is not easy to do this, can you share the know-how of after-sales service that has been recognized by many people?
Shen Haijun: As we all know, everyone is working hard now, which can be described in one word"volumes"Most people may think that after-sales service is the more obvious perception points of maintenance and fault repair that users can enjoy in the store after handing over the car, as well as the experience points of service attitude and service environment. But actually, in"services"After these two words, there are two meanings. First, it contains a large chain: upstream and downstream associations, including R&D, manufacturing, production, quality, etc., which is a very large system and system, and also supports some hard-core foundations for the entire after-sales service. The second is that on these foundations, a lot of Lynk & Co elements are added to improve the user experience and user value, so this part is aimed at the user's own experience. We do a good job in these two aspects, so that users are satisfied, and we are also constantly helping to optimize the service quality of the entire automotive aftermarket.
Tang Hua: Lynk & Co's users are very trendy user groups, is it also a big challenge for Lynk & Co Lingyue's after-sales service?
Shen Haijun: Users must buy a car first because of the product, and after-sales is a blessing. Today's products are already a kind of diversification, different drive forms are integrated"An intelligent robot that can run"。This also brings corresponding challenges, the higher the intelligence, the higher the requirements for products and services, requiring us to provide users with more professional solutions. Based on this, Lynk & Co has launched an after-sales service brand - Lynk & Co Lingyue, which makes the service more transparent with a multi-dimensional presentation; With the support of digitalization, the service is more efficient; With direct connection services, the reach is smoother. This is the service standard of the brand, and it also conveys a higher value standard to users.
Tang Hua: After-sales service itself is a huge system, the launch of the Lynk & Co Lingyue service brand, which is undoubtedly the Lynk & Co after-sales service to the forefront, attention, Lynk & Co from what aspects to support such a high standard landing?
Shen Haijun: Focusing on the user's brand standards and value standards, Lynk & Co has a set"Pentagram play"As a hardcore support point: included"Talents, spare parts, equipment, intelligent and soft services"。The first thing I want to introduce is the human element"people"For the Lynk & Co service system, it is the most important. We have spent a lot of money to build a training system, including training centers and training systems, in order to select and cultivate talents with higher standards. Lynk & Co is very strict in the two aspects of "selection" and "education". The selection criteria are high, and the basic quality is ensured through the screening of talents; In terms of cultivation, Lynk & Co conducts professional theoretical and practical training for high-quality personnel, including new model certification, technical certification, job certification, etc., and passes on the most advanced technical standards and concepts to them. After a series of rigorous training, these talents will be placed in their respective jobs to serve the users.
Tang Hua: In addition to the high standards of the service staff, we noticed that the Lynk & Co 4S store (dealer) also has a high standard for selecting testing instruments and equipment, such as the battery tester and the body maintenance electronic measurement system Lynk & Co with very accurate measurement.
Shen Haijun: Yes, generally speaking, vehicle maintenance is divided into three major areas: the first is the maintenance and measurement of the body and chassis driving system, the second is the maintenance of the power system, and the third part is the maintenance and measurement of electronic and electrical equipment. Let's take the body repair electronic measurement system as an example, which is more reliable and accurate than ordinary mechanical measurements, with a measurement accuracy of 10mm, the measurement time for one measurement point is only about 5s, and the measurement time for the whole vehicle measurement point is about 20min, which greatly improves the maintenance efficiency of the accident vehicle. With it, we can monitor the maintenance parts in real time during the maintenance process, accurately display the changes in the maintenance parts on the computer screen, and prompt whether the repair is in place, so as to realize the accurate and rapid maintenance of the accident vehicle.
In addition to the professional equipment, in the spare parts **, it can also be said that users are very assured. In the whole life cycle of the user's car, we want to pull the first chain and provide users with a 15-year original factory guarantee. Lynk & Co's first-class system and active service are intelligently connected, vehicle problems are identified in advance, spare parts are prepared in advance, and a full-process intelligent first-class chain service system has been created from production, warehousing, logistics, and delivery. Thanks to Geely Group's superior resources in logistics and logistics, the entire system of Lynk & Co is actually recognized by the group, and many brother brands are also using Lynk & Co's innovative service system.
Tang Hua: In addition to personnel, equipment, conditions, and stable systems, intelligence is also one of the core areas that various brands focus on.
Shen Haijun: In terms of intelligent development, Lynk & Co has actually been laying out for a long time. The first is after-sales active service, in the past, users came to after-sales if they had problems, and now, with the help of intelligent analysis, we will take the initiative to find users before problems occur, warn users in advance, and provide services in a timely manner according to different statuses. While providing proactive and intelligent services, we will also protect user privacy and security in an all-round way.
The second is transparent service, after the user picks up the car, all aspects of after-sales service content are required, such as: vehicle health, software usage and upgrades, hardware traceability; Door-to-door pick-up and delivery of vehicles, roadside assistance, maintenance services and other services; These can be transparent throughout the whole process through the Lynk & Co app, so that users do not open"Blind box"。
The third is intelligent rescue, when the user needs rescue, as long as the rescue is called through the Lynk & Co APP, the system will intelligently dispatch orders, no matter where the user's vehicle is located, you can use this service, we will provide professional rescue in time. Users can check the driving track of the rescue team in the Lynk & Co app at any time.
Tang Hua: The three-free service launched by Lynk & Co since its birth can be said to be a benchmark in the industry. This is actually a soft service, but what are the other considerations?
Shen Haijun: The three-free service is a signature service of Lynk & Co, and with the iteration of the service, we have successively launched soft services such as roadside assistance, direct connection to users, door-to-door pick-up and delivery, and starry night service. It is necessary to emphasize the direct connection of the service, which allows the user's voice to reach the manufacturer, and the manufacturer will also provide the user with the service in the first time.
Tang Hua: Lynk & Co is very flexible and comprehensive in improving the user experience, and has always been thinking from the perspective of users
Shen Haijun: Although Lynk & Co has done a lot of things, there are still some shortcomings, which we must face up. For example, there will be some differences in the implementation of different regional service standards. For users, the service experience will be different, and we are also improving this situation through various ways, such as strengthening personnel training, improving service awareness and optimizing some management methods, hoping to provide consistent standard services as much as possible. There is also the problem of service waiting that everyone says, users in big cities are relatively concentrated, and users often have to queue up on weekends For such voices, we are also trying to help users solve the problem through appointments, door-to-door services, door-to-door pick-up and delivery, etc.
Tang Hua: Lynk & Co has also released the Lynk & Co second-hand car brand before, can you introduce the advantages of Lynk & Co Lingjian?
Shen Haijun: In fact, for Lynk & Co, second-hand cars are an important part of the user ecology, it connects the service experience of the two owners, for Lynk & Co, first: from the perspective of the first owner, we through the lifetime warranty, high-quality dealer services, the whole life cycle maintenance and maintenance of these hard-core services, so that the entire car condition continues to be in the best state of the vehicle infinitely close to the factory state, plus the new Lynk & Co car ** is relatively strong, so the value retention rate of Lynk & Co used cars ranks in the forefront of the industry;Second, for the next car owner, this is the beginning of a new life cycle, and Lynk & Co's used car owners also enjoy the same quality service experience. The whole buying and selling process is online, and every historical repair and maintenance record is clearly displayed to the user, and the process is transparent. At the same time, Lynk & Co provides users with:"Five commitments"with"Six benefits"Through the detection of the whole system of the whole vehicle, there is a full, accurate and professional assessment of the health of the vehicle. In particular, our selection of used cars also has the same lifetime three free rights as new cars, so that users can use the car without worry, which represents Lynk & Co's commitment to the quality of used cars.
Tang Hua: Please summarize the future development direction of the Lynk & Co Lingyue service brand in one sentence.
Shen Haijun: Lynk & Co's services have always been around users, whether in hardware services or soft services, Lynk & Co Lingyue has always been"Exceed the expectations of millions of users"As the starting point, in every scene of the service, we always think from the perspective of users, and are committed to providing users with high-quality service experience. In the future, we will move towards the three dimensions of globalization, intelligence and personalization, so that global Lynk & Co users can feel the enthusiasm and passion of Lynk & Co Lingyue in service!
From the user, to the user", it not only reflects the attitude of continuous innovation of a brand, but also responds to the changes in user needs at zero distance, makes more vital products, and stands out in the homogeneous "involution". Where the user is, Lynk & Co is there, where the user's needs are, where the Lynk & Co experience is, the user is the starting point of everything, the moat of the Lynk & Co brand, and the core strength of its continuous evolution in the future.