In the era of refined customer operations, how to improve customer service experience and improve brand reputation and favorability is a question that many companies have begun to think about.
In the carrier industry, door-to-door installation and maintenance and business hall service scenarios are the places where enterprises and customers interact most directly. The service quality of this process directly affects the customer turnover rate, customer complaint rate and customer impact on the brand. In the actual service process, the operator's supervision of this link has always been in a "black box" state. The main reasons are as follows:
1. The digitalization of offline service scenarios is low. There is a lack of on-site communication and voice collection methods, and the digitalization of offline service scenarios is low, making it impossible to objectively and comprehensively grasp the real situation in the offline service process.
2. The service process is opaque, and compliance is difficult to judge. There is a lack of understanding of the service implementation of the business hall and door-to-door service personnel. It is difficult to standardize service quality, standard speech and service process execution
3. The discovery of risky behavior lags behind, and it is difficult to obtain evidence from customer complaints. There is a delay in discovering whether the door-to-door installers have any risky behaviors such as illegal sales and illegal operations. In the face of customer complaints afterwards, there is no valid evidence.
Therefore, operators urgently need a tool to help them realize the visual management of on-site installation and maintenance personnel and on-site service in business halls. And these are the value of the voice work card.
1. What is a voice badge?
The voice badge is a wearable voice collection device specially designed for offline sales and service personnel. Using 4G Internet of Things, Bluetooth indoor positioning, GPS outdoor positioning, ACG vocal gain, ASR voice recognition, role separation and other technologies, it can realize voice collection and real-time upload during offline communication. Combined with the AI voice analysis system, real-time voice transcription, quality inspection analysis, insight into the offline communication process between service personnel and customers, and full supervision of service speech skills and processes.
2. What can Dudu voice badges do for operators?
Through Dudu's voice badge solution, the full link from offline door-to-door service, online work order to Al voice badge system is realized, and the process of work order assignment and on-site installation and maintenance service implementation is fully integrated. Completely record the voices of the installation and maintenance personnel during the service process, breaking the previous dilemma that the service situation could not be verified only by dictation by front-line engineers or business hall personnel or telephone customer return visits. The communication status of front-line engineers' door-to-door service and business hall personnel's service is automatically recorded, and the real situation is clear at a glance. Standardize service skills and service processes through different installation and maintenance personnel in different service scenarios. Assist the management in real-time grasping the service quality, service specifications, and locating the reasons for customer complaints of installation and maintenance personnel. The specific performance is:
1. Restore the service process and improve management efficiency
With the help of voice badges, the voice collection of installation and maintenance personnel in the whole scene of offline services is realized, and with the help of NLP technology, voice-to-text and keyword rapid identification are realized, so that managers can quickly understand the process situation and communication points without listening to the recording.
2. Standardize the service process and enhance the brand image
Through the evaluation of employee service quality and insight into customer feedback, we can clearly locate service process problems, make targeted improvements, and create a good brand image and reputation.
3. Reduce customer complaints and control risks in advance
Based on real business scenarios, use the AI quality inspection and analysis platform to track and manage whether the service personnel's speaking process and standard service process are in place, and discover service risks in a timely manner.
4. Real-time trajectory positioning, easy field management
Provide Bluetooth + GPS indoor and outdoor positioning function, which can check the location of personnel and equipment in real time on the cloud, track the trajectory of actions, and realize the positioning analysis of field scenes.
