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"Hey, is the bus company? My handbag was left on the No. 63 bus, can you help me find it?"
"Our community is far from the bus station, can we add a bus line?"
"After waiting for a long time, the bus didn't come, why is it so difficult to wait for the bus?"...
It is online 24 hours a day, with thousands of daily incoming calls. Among the many livelihood service hotlines in Jinan, the bus service hotline is not the first to be opened, but it is the busiest one.
In 1999, in order to meet the needs of the people, Jinan Public Transport decided to set up a telephone hotline, which was later upgraded to 96190. After the hotline was opened, the number of telephone consultations increased exponentially, and the average daily number of calls increased from the initial 80 to more than 2,000.
Today, the business scope of the hotline 96190 is not limited to answering calls from passengers for consultation, help, and complaints, but also accepts opinions and suggestions from all walks of life, and undertakes and responds to the 12345 citizen service hotline to transfer public transportation requests. It ranks among the best in the service industry, and the handling rate of passenger complaints reaches 100%.
With the rapid increase in the business volume of bus customer service and the increasingly urgent public service demands, the 96190 business is under pressure again, and the traditional customer service model relying on "human sea tactics" is far from matching the future business development.
To this end, Jinan Bus Customer Service Center and Information Center formed a joint team to vigorously promote the construction of new digital customer service, and actively study how to use digital technology to improve customer service efficiency. The digital upgrade of 96190 has entered the fast lane.
At this year's "two sessions", "digitalization" once again became a high-frequency hot word, and the top-level planning of "Digital China" was accelerated. The Jinan bus hotline 96190 is a vivid case of digital infrastructure serving people's livelihood.
"Digital China" makes people's livelihood warmer
Recently, the Central Committee of the Communist Party of China and the State Council issued the "Overall Layout Plan for the Construction of Digital China", pointing out that the deep integration of digital technology and the real economy should be promoted, and the innovative application of digital technology should be accelerated in key areas such as agriculture, industry, finance, education, medical care, transportation, and energy.
Digital transformation, on the surface, is technology and tools, but in essence it is concept, business, process, organization, and the core behind it is "people". The innovation and development of technology, in the final analysis, is to serve people. How to provide people with more convenient and warmer services through digitalization has become the starting point and destination of digitalization.
As far as the work of telephone customer service is concerned, it looks simple, but it is actually full of many skills, the most important of which is how to communicate effectively with callers in order to solve problems in a timely and efficient manner.
Many people have experienced the situation that the hotline was busy for a long time, and even no one answered the phone, and some people were dissatisfied with the delay in solving the complaint. For customer service hotlines like 96190, these pain points are actually just the tip of the iceberg.
"When the business peaks, our customer service staff is often not enough." Cao Ye, the person in charge of the Jinan Public Transport Customer Service Center, said, "Everyone's work is very stressful every day, with a large number of work orders and urgent matters. Every customer's appeal work order It has to be handled manually, and it is normal to work overtime, and sometimes it is easy to receive customer complaints because of untimely processing.”
In fact, for the various demands of the citizens, customer service needs to be identified and assigned to various functional departments, and a large number of calls must be recorded and transferred every day. During the reception, the customer service also needs to thoroughly understand various policies, and then respond according to the specific situation. Misreading, omissions or delays often occur.
At the same time, citizens' appeals will also affect the service effect of the hotline due to the low efficiency of circulation among various departments.
If a citizen makes a complaint through the mayor's 12345 hotline, the complaint work order will be transferred from the 12345 hotline to the 96190 customer service, and after processing, it will be fed back to the 12345 hotline and the citizens. Due to the lack of a unified customer service system for management and control, the efficiency of work order processing needs to be improved urgently.
For young users born in the 80s, 90s, or even 00s, a single telephone channel is already extremely inconvenient. They prefer to communicate through multiple digital channels such as WeChat official accounts, small programs, and APPs.
Not only that, in order to comprehensively improve the satisfaction of hotline service, it is also an important step to include customer service work in the assessment system. For example, how many consultations are received every week, how many problems are solved, what is the problem solving rate of each agent, and which channels are the appeals coming from, and so on.
However, it is actually impossible to achieve refined statistics through manual work, and it is difficult for managers to have a deep understanding of customer service work and objectively evaluate the service quality of customer service personnel.
If the effectiveness of customer service work can be clearly and quantitatively analyzed through a set of systems, management personnel can conduct performance appraisals on customer service personnel based on this, and can also analyze related problems and make timely adjustment strategies to improve service quality.
The digital power behind the "Heartwarming Hotline"
The deep integration of digital technology and people's livelihood services has given new momentum to people's livelihood construction. Technological innovations such as the Internet, big data, and artificial intelligence have expanded public service scenarios, opened up the "last mile" that guarantees direct access to all people, and made people's livelihood services increasingly intelligent. , Convenience, and humanization, weave the digital network of people's livelihood, which is the bottom-line social development, more densely and firmly.
In September 2022, the "Jinan Public Transport Digital Transformation Plan" passed expert review, and Jinan Public Transport followed the "six new" directions of "digital new service, digital new operation, digital new maintenance, digital new security, digital new management and control, and digital new decision-making" Forge ahead.
In terms of convenience services, in order to respond to citizens’ demands faster, realize the effects of intelligent supervision of problem handling, inclusion of customer service in assessment, and decision-making aided by big data analysis, Jinan Public Transport has introduced the Ronglian Qimo Cloud intelligent customer service system, which will be launched in early 2023. Currently, In trial operation stage.
On the basis of the original 96190, the system integrates functions such as consultation, complaints, and suggestions, and integrates information feedback channels such as Weibo, WeChat, applets, and APPs, and realizes unified hotline functions and service standards. The customer service system of Jinan Public Transport has entered a new digital era.
Specifically, the intelligent customer service system of Jinan Public Transport provides a complete set of solutions, including omni-channel online customer service, intelligent robot customer service, call center, citizen information system, human-machine seat assistance, intelligent work order, intelligent report, and intelligent full-quantity quality inspection etc., to establish a full-process service system for Jinan Public Transport that can cover citizen consultation, problem feedback, complaint and suggestion follow-up, service return visit, and questionnaire survey.
Among them, the intelligent robot customer service is online 24/7, providing citizens with various telephone self-services, which helps the customer service to save more time and energy, understand the consultation needs of citizens, and respond and deal with problems faster and more accurately.
The data shows that the seamless integration of customer service robots and human customer service enables 70-80% of common questions to be quickly answered by machines, reducing repetitive consultation responses and reducing the number of agents transferring to manual reception by 30%. By using the intelligent call assistance function during the call, the speed of problem solving has been improved, and the service efficiency of the customer service team has increased by about 35%.
At the same time, the multi-channel agents enable the intelligent assistance to prompt the agents in real time with the standard speech skills of user questions, reducing the average response time by 4 seconds.
"In the past, customer service was in a tense state of 'less people and more orders' for a long time, but the intelligent customer service system has become a good helper for customer service staff, completing more customer service business with less manpower, greatly improving work efficiency." Cao Ye said .
Aiming at the problem of coordination between 96190 and various departmental systems of the municipal government, the system has been connected with the mayor’s hotline 12345 and the transportation bureau’s 96596 hotline. Through the work order module, the efficiency of cross-unit handling of problems has been greatly improved, and the flow of work orders has been traced. It can be followed to avoid missing problems.
At the same time, within Jinan Public Transport Group, the circulation and closed loop of work orders also make it easier for multi-departmental collaboration, greatly improving the efficiency of problem solving.
The intelligent report module can conduct hotspot clustering, trend analysis, correlation analysis, etc. for citizens' appeals, accurately grasp public opinion needs and problem information to be improved through big data analysis, and use data to find and analyze problems, making decision-making easier. Evidence-based, more agile.
"Before the use of the new system, we did not have the multi-channel online customer service function. The online interaction of citizens and passengers was manually maintained by the staff. Messages and private messages needed to be typed word by word. After the digital upgrade, you can send links directly. , picture, quick reply.
Moreover, statistics are also very convenient, and the amount of private messages and questions can be counted every day.” Cao Ye deeply felt the obvious changes brought about by digitalization in work.
This automated and visualized report statistics function has also been applied to the KPI assessment of Jinan bus customer service. Through the full quality inspection of telephone communication, combined with multi-dimensional data analysis such as consultation volume, resolution efficiency, resolution rate, and access channels, Jinan Public Transport has a more objective evaluation of the service quality and efficiency of the customer service team.
The questionnaire survey function provided by the system allows Jinan Public Transport to conduct monthly, quarterly, and annual return visits to citizens who call the hotline, and to investigate and score customer service quality from the perspective of users, thereby further improving customer service capabilities.
Not only that, Jinan Public Transport has also improved the work efficiency within the group through this system.
Based on the huge and rich knowledge base, sort out the functions, policies and regulations, work guidelines, departmental rules, daily attendance, reimbursement system and other common contents of various institutions, so as to ensure the consistency of information obtained from different channels, ensure cross-departmental learning internally, and satisfy externally Multiple needs such as inquiries, notifications, and announcements improve the efficiency of the entire group's internal affairs.
Making digitization more accurate, faster, and warmer is the biggest test of digital transformation and the only criterion for success. Jinan Public Transport, as a public transport enterprise with a history of more than 70 years, is now rejuvenated with greater vitality under the blessing of digital power.
The transformation and upgrading of the 96190 customer service hotline represents a microcosm of the digital age. While providing citizens with more intelligent, convenient, and high-quality public services, it also truly benefits everyone through digital dividends.
"Hello, Jinan Public Transport, I am glad to serve you." 96190 is busier than ever, but the service is warmer.
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