1. Artificial intelligence complements each other: improving service efficiency
In the first half of 2023, CSDN's manual customer service handled a total of 26,859 customer complaints, a year-on-year decrease of 38,695, a decrease of 30.59%; the problem-solving efficiency was 72 minutes, a year-on-year decrease of 19%.
The overall trend of customer complaints in the main business line is on the decline
Full-time trainer: Steadily increase the response rate of the smart robot Little C
In addition to adding a customer service question and answer area and publishing 100+ frequently asked questions, based on business research, the customer service department has also arranged a full-time trainer to sort out and classify business scenarios, collect standard speaking skills, and formulate speaking skills and answers. Cluster the retained text conversations for continuous training, steadily improve the recognition ability of the intelligent robot C; at the same time, optimize the knowledge base in real time based on changes in business processes and function updates.
The data in the first half of 2023 shows that the current knowledge base has a total of 446 knowledge points, which basically cover all common problems on the CSDN website; after continuous training and optimization by trainers, Little C has effectively solved 162,908 customer complaints, an increase of 1.2% over the same period. Sexual problems accounted for 27.8%, an increase of 4.88% over the same period.
2. Collection of function updates: mining user needs and gradually improving user experience
The essence of customer service is to tap the deep-seated needs of users. During the handling of customer complaints, in addition to quickly answering users' questions with their own professional knowledge and rich experience, CSDN customer service also sent everyone's needs to the product department at the same frequency as soon as possible, linked with developers, and quickly optimized, only to provide users with more Good products and services gradually improve the usability and flexibility of CSDN products.
The following is a summary of the main feature updates in the first half of 2023:
CSDN main site
1. The function of "taking notes and posting blogs with one click" is added to the blog post details page
2. The editor adds the InsCode insertion function
- Make this kind of code work more visual and show it to readers in a way that can run online
- Cultivate creators' creative habits, so that they can increase the display of works of complete projects on the basis of text + code slices or text + pictures as the theme narrative
3. Added "Manage Blog" and "Edit Article" entries on the blog homepage
4. The personal achievement module of the personal homepage increases the number of "code chip sharing"
5. The content management list of the creation center has added a "readable by fans" entry
6. Upgrade the editor "Creation Assistant"
7. Added "insert" and "quick input" functions to the creation assistant
8. The editor has added the "upload code package" function, which supports one-click upload of attachments
9. Optimize the "original protection identification appeal" process to avoid tedious filling in information
10. Added "Recognition Function" and "Recognition List"
To recognize a technician's achievements in the community, follow these steps:
- Visit the technician's CSDN achievement page and find the "Recognition" section;
- Click the "Approve" button and fill in the specific description of the approved post. The requirement to prevent flooding is to have a red envelope;
- In the approval post, describe when, where, and under what circumstances the technician helped you, and what kind of ability the technician recognized. The specific description can be more convincing;
- Send an approval post and wait for the technician to confirm the approval;
- If a Technician confirms an endorsement, the endorsement information will appear in the Accreditation section of the Technician's Achievement page.
At the same time, if the technician's recognition is recognized by enough users, the technician may also enter the CSDN recognition list to show his outstanding achievements.
11. Subdivide the type of fans, and the fan service function adds the category of "number of paid fans"
12. Optimize the process of publishing blog posts and improve the efficiency of posting
- Added AI recommended label cover image, recommended cover image, text pocket image, local upload
- The streamlined required item is 1 item, and other options are automatically completed
- Interactive experience optimization
13. Simplify the web links in the comment area
14. Added information flow of "There are red envelopes" on the homepage
15. Optimize the comment upper limit logic to prevent users from maliciously flooding
16. Added "Red Envelope Reward" function in the blog comment area
17. Added "card sharing" function in the blog column
CSDN APP
- Added code block content display in the comment area
- Add identity tag option
- Optimize the reading experience of browsing history module
- Optimize resource upload function
- Optimize blog post collection module
- Multiple detail improvements and performance optimizations
3. Directly hit the voice of users: user-centered to improve product quality
In order to achieve an efficient connection between product design and user needs, the customer service department introduced the "Voice of Users" section, uploading user feedback in real time on the large screen within the company, and found a breakthrough for the intuitive connection between the product team and users.
In the first half of 2023, we collected more representative user evaluations, including positive reviews, suggestions, and some complaints. The following are all listed one by one, aiming to restore the most authentic user voices!
I will really complain about the functions that are not easy to use
Conscience suggestion, I really hope that CSDN will get better and better
CSDN，YYDS
4. Monthly review: serve with heart, empower growth, and improve user satisfaction
In order to improve service quality and strengthen service awareness, the customer service department arranges special quality inspection personnel to regularly inspect service sessions to detect whether there are irregularities in front-line customer service work to evaluate customer service quality. At the same time, the customer service department regularly conducts review meetings every month, actively conducts self-examination and self-correction, deeply explores typical service cases, finds gaps and shortcomings, and then improves service quality, reduces repeated complaints, and ultimately improves service satisfaction.
In the first half of 2023, the user customer service satisfaction score was 9.5, a year-on-year increase of 3.3%!
Products are the root, users are the soul, and services are the foundation. In the future, CSDN customer service will continue to root the service awareness in the heart, implement it in practice, focus on user demands, consolidate its own professional knowledge, promote the overall improvement of service quality, and then promote the high-quality development of CSDN products.
5. Customer service contact information
There are endless problems and optimizations (repairs). If you encounter any problems during use, you are welcome to contact customer service, and we will respond as soon as possible.
1. Online customer service in the station
- Click on the homepage of the website (www.csdn.net), drag the mouse to the bottom of the page, and click "Online Customer Service" on the right
- Or open any page, click the small earphone symbol on the right
2. Customer service hotline
Dial "400-600-0108", our working hours are from 8:30 to 17:30 on weekdays
3. Customer service email
Our customer service email is [email protected] , if you have any questions about our products or establish business relationship with us, please feel free to contact us.
4. Question and answer customer service area
In addition to the above methods, you can also describe the problems you encounter on the learning-questions-answering-customer service page.
5. Communicate with the CSDN production and research team
You can also visit GitCode , submit the [ ISSUE ] of the corresponding project, describe the problems you encounter in detail, and communicate directly with the CSDN production and research team.