The differences between customer service management in e-commerce environment and traditional customer service management are: different initiative, different attitude towards customers and different marketing relationship. Therefore, in the e-commerce environment, customer service management should be improved from these aspects. Especially in the customer service call center, it should be the most improved. Only in this way can we give full play to the greatest advantage of customer service management in the new environment of e-commerce. The customer service call center is also called "customer service center" in China. It is a new integrated information service system based on CTI technology (computer network and communication network integration technology), which makes full use of the integration of communication network and computer network and integrates with enterprises. However, the customer service center system is not perfect, and it is purely functional. Therefore, in the new environment of e-commerce, customer service center should be improved in function. Telephone call center, web call center, IP call center, multimedia call center, video call center and unified message processing center should all become the new functions of customer service center in the new environment.
(2) The misunderstanding of customer service management improvement in e-commerce environment.
Customer service management is not e-commerce. Enterprises that implement customer service management have established a network system, and using the network to integrate customer information resources will mistakenly think that customer service management is e-commerce. In fact, e-commerce includes not only the design of web pages and the establishment of online shopping malls, but also the storage and exchange of digital information, wireless communication, information appliances, internet services and other commercial activities. With the development of e-commerce, enterprise customer relationship management has a customer-oriented front-end tool based on e-commerce, which provides an opportunity to meet the personalized needs of more customers and enhance the competitiveness of enterprises. At the same time, in addition to e-commerce, many customers' needs have to be met by other means. This misconception should also be improved in the e-commerce environment.
In the rapidly changing E era, competitors are always staring at themselves and customers, so how to maintain and strengthen the service management for customers is the key to the success of e-commerce. In the future, the competition in the commercial field will focus on service. Only by improving the customer service system of enterprises as soon as possible can we seize the opportunity of market competition and occupy the commanding heights of business models first, thus ensuring the survival of enterprises in the fierce competition.