In recent years, in the context of consumption upgrades, consumers' requirements for service experience have also been upgraded. As a bridge connecting consumers and businesses, the importance of customer service is self-evident and has become an important factor affecting consumer stickiness.
With the development of big data and AI technology, the customer service scene is changing with each passing day. The transformation and upgrading of traditional customer service to intelligent customer service has become an inevitable trend.
According to the "Research Report on China's Intelligent Customer Service Industry" released in May 2018, customer service robots are replacing manual customer service at a rate of 40%-50%.
In 2019, data from Ctrip shows that the current daily average service volume of customer service robots has exceeded 10 million, and the proportion of after-sales customer service in air tickets, hotels, etc. exceeds 70%.
Prescient & Strategic Intelligence, a world-renowned market research organization, pointed out that the global revenue of intelligent customer service-related services based on artificial intelligence technology is expected to exceed US$2.9 billion by the end of 2024, and can achieve a compound annual growth rate of nearly 22.6%, with China as the mainstay Asia Pacific will become the fastest growing region for smart customer service revenue.
Smart customer service or Chengdian trademark distribution
At present, the application of intelligent customer service in the field of e-commerce is relatively high. As a new service model, it is bringing a smarter and more convenient service experience to the public.
The development of e-commerce is improving, and the volume of express delivery surges.
According to statistics from the State Post Bureau, in 2020, my country's express delivery business will complete 83 billion pieces. According to the calculation of one express package corresponding to one order, it means that an average of 230 million orders will be generated every day, and the corresponding customer service consultation volume is also at the level of 100 million.
The increasing demand for consumer consultation has challenged the processing capabilities and efficiency of manual customer service; limited working hours, high turnover of personnel, and rising labor costs have also made it difficult for traditional customer services to meet the needs of the rapid development of e-commerce.
The gradual maturity of RPA and AI technologies has brought automated solutions to e-commerce customer service, connecting to smart customer service or becoming an e-commerce brand distribution.
Through the establishment of a library of words and AI learning, Chatbot can collect customer needs, analyze customer intent, and handle and respond to 80% of simple and common customer service questions. In addition, Chatbot can also analyze feedback information to provide merchants with more complete customer portraits, sort out customer inquiries, product concerns, etc.
When the customer's feedback or needs involve system operations, RPA can complement the Chatbot. Through quick configuration, it integrates the information collected by the Chatbot, automatically finds data across systems, synchronizes service history, classifies and integrates data, and performs related operations.
Human-machine collaboration, the best solution for e-commerce customer service
The "2020 E-commerce Customer Service Experience Report" shows that consumers' service experience will significantly affect their brand preferences and purchasing decisions.
It can be seen that the service quality of e-commerce customer service directly affects the transaction rate, conversion rate and inquiry rate of commodities.
However, service quality and service efficiency are often difficult to balance. Improving the quality of service means that the customer service must be patient and accurately answer each customer's question. In this way, the duration of each session will be longer, which also means that businesses need to pay higher labor costs.
At the same time, better service means more professional customer service is required to be competent, and the flow of personnel in the customer service industry will increase training costs.
Nowadays, more and more e-commerce customer services have begun to gradually take on more business needs, transforming to guarantee customer shopping experience and help repurchase retention.
For merchants, it is not difficult to provide good customer service, but how to do good customer service with limited cost budget.
The RPA+AI smart customer service can help e-commerce companies to reduce costs and increase efficiency while improving customer service response efficiency and optimizing consumer experience.
RPA+AI intelligent customer service has many advantages
Cost (time + manpower)
Manual customer service: It is difficult to recruit people. It takes at least 3-6 months from entry, training to becoming a qualified customer service. The training cost is high. The annual salary of gold customer service is more than 200,000.
Intelligent customer service: It takes time to train, but the cost is fixed. The cost of a robot customer service is only 10% of the cost of a human customer service.
stability
Manual customer service: high mobility and high turnover rate.
Smart customer service: There will be no "resignation" issues.
Timeliness
Manual customer service: The online time is limited, usually two or three shifts, it is difficult to reply in time during holidays or peak periods, which can easily cause crowded queues and low response efficiency.
Intelligent customer service: 7×24 hours online, respond to customer inquiries at any time, whether it is night or during peak business hours, it can respond efficiently.
Although in a short period of time, intelligent customer service cannot reach the level of manual customer service in communicating with customers, it can make up for the shortcomings of manual customer service, improve efficiency and save costs while liberating manpower, allowing manual customer service to spend 80% of the time And energy to better serve customers and solve the remaining 20% of complex problems.
As the Chinese New Year is approaching, businesses who are still struggling with customer service issues may wish to log in to the UB Store to customize their own intelligent customer service robot.
Intelligent customer service robot
Robots can be on duty 7×24 hours online, accurately understand customer intentions, respond to customer needs in a timely manner, automatically respond to high-frequency inquiries, improve customer service personnel efficiency, provide customers with a good service experience, and effectively increase the repurchase rate. The UB Store intelligent customer service robot assists manual customer service to receive customers, shortens the response time of problems, improves customer service efficiency, and improves customer experience.