EDITORIAL
Customer Service (Customer Service) is the link between business and customer, the competitiveness of enterprises is an integral part. As a modern enterprise system standard customer service, it has become enterprises to improve customer satisfaction, and thus win customers and win market, an important tool to ensure the sustainable development of enterprises.
With the change in the development of information technology, as well as C-terminal communication and customer consumption scenarios, the traditional enterprise customer service system is experiencing a voice call from customer service to all media, to marketing, customer service, customer service from artificial intelligence to transform customer service from the customer service process.
Well, today's companies should choose what kind of customer service system? What should build call center? What kind of customer service system should be established?
Li Weiliang (moderator)
Traditional customer service business what way? Customer information technology tools experienced a kind of development?
Liu Junyan
When it comes to customer service, we will first think of the familiar 400 phone, think of traditional call center. Indeed, in the past wanted to be a long period of time, the voice is the most important business call, or even the only way to interact.
With the development of China's Internet and mobile Internet, new ways of communication and exchange, emerging, such as web pages, microblogging, micro letter, APP and so on. In this context, about three or four years ago to ring believed to be representative of the number of new customer service software maker was born.
That year, we went to see the first customer, often mentioned two points: First, all media customer service instead of the traditional telephone customer service, the second is pay-opened SaaS service mode that is used to replace costly traditional customer service system. It was with these two value propositions, we have been highly recognized business users, and quickly revolutionized the customer service industry.
Nearly two years, we have noticed a new emerging disruptive force, customer service and that is artificial intelligence. In China, industrial scale customer service software is about hundreds of billions annually, while the size of the entire customer service chain is more than 6000 billion per year, including customer service staff salaries, customer service venue construction, earphone headset and so on. The emergence of artificial intelligence, customer service, not only means that ring faith so manufacturers can get more share of the tens of billions of customer service software market, but also means that a new generation of customer service system will be further released the cost of manpower, equipment and housing, and the entire customer service industry to conduct a thorough transformation.
Li Weiliang
Today's enterprise, the kind of customer service concepts and customer service tools?
Liu Junyan
In today's new era, our customer service concepts and tools can be summed up in three words, that is: connect, marketing and intelligence.
Today's customer service software, only by constantly adapting more and more customer communication scenarios and communication, in order to provide better customer service and experience, which is the value of the connection.
When it comes to marketing, customer service and now many companies are in the transition from the service center to the marketing center, the transition from a cost center to a profit center, a new generation of customer service software must conform to this historical trend.
The rapid development of artificial intelligence, it is this era has given us a historic opportunity.
Li Weiliang
APP is connected to one of the difficulties to achieve customer interaction clouds, then how to solve this problem?
Liu Junyan
As we all know, mobile Internet network environment is very complex. For example, if I go to the bathroom holding a cell phone, you may experience connection from 4G WIFI to connect from 4G to 3G connection, the connection from the 3G network to a variety of process signals disappear. In such a complex network environment, to ensure that the message I sent we could arrive, but arrive in the shortest possible time, this is actually a very challenging thing. For businesses, a loss of messages, one hundred thousand could mean the amount of orders for a loss of a few.
Well, the problem how to solve it? It must be mentioned that IM cloud. IM cloud is the first on-line instant messaging PaaS cloud platform, is also the largest instant messaging user scale cloud offerings, it can be a very mature technology, gives reliable real-time communications capabilities to mobile phone APP. It is the use of instant messaging cloud of underlying support, customer interactions cloud has a very powerful APP connectivity.
Li Weiliang
What is the role of intelligent customer service robot is? TA intelligence reflected in what areas? The use of robots, can bring much improvement to the efficiency of customer service?
Liu Junyan
Whether you are willing to accept, the obvious fact is: artificial intelligence and robotics are increasingly large areas pace to replace the manual, but customer service is such a typical field. To one of our typical customer, for example, during the usual double 11 promotion, its online customer support needs 100 people, and after the use of Shun customer service robot, in which 70 people will face a job transfer.
In some relatively simple interaction scenarios, intelligent customer service robot to replace the manual is a general trend. There are a number of companies, unable to provide 7 × 24-hour customer service, then use the customer service robot in time after work, can effectively enhance the customer experience. The emergence of smart customer service robot, so that enterprises can use more less human customer service to help companies to dramatically improve customer service efficiency and reduce labor costs.
Li Weiliang
Thank you, Mr. Liu and Zhang Xuan share.
Disclaimer: This article is the original article CSDN bloggers "Selection Bao Yong Yin", following the CC 4.0 by-sa copyright agreement, reproduced, please attach the original source link and this statement.
Original link: https://blog.csdn.net/weixin_45368963/article/details/98599197