In the past five years, more and more enterprises have invested in the construction of customer service centers. The number of seats in China Customer Service Center is increasing year by year, maintaining a steady growth trend, with a compound annual growth rate of 17%, which will exceed 3 million by 2020. The labor cost of enterprises is also rising. Enterprises should not only meet customer service satisfaction, but also meet the cost control of enterprises. Therefore, there is a growing demand for customer service to reduce costs and improve efficiency.
The proportion of traditional customer service practitioners who are dissatisfied with their jobs is as high as 5 1%. The reasons are: intensive customer service, frequent overtime, duty and rotation; The work content is boring; Mechanical repetitive work is time-consuming and laborious; A backlog of negative emotions, customer complaints and difficulties; Lack of systematic promotion system. All of the above results in a high turnover rate of customer service personnel, which leads to higher recruitment and training costs.
In addition, as far as enterprise management and operation are concerned, the data management of customer service center is difficult to recruit, the work efficiency of employees is low, the peak demand fluctuates greatly, and the quality inspection performance is time-consuming and labor-intensive, which increases the difficulty of customer service center operation and management. On the one hand, it can't meet the needs of customers, on the other hand, it can't dig deep into the value of customer service information data, resulting in the loss of customers.
The above factors are the pain points of the traditional customer service industry and the opportunities faced by intelligent customer service. With the development of artificial intelligence technology, intelligent customer service is expected to solve the problem of enterprise customer service management and realize the digital and intelligent operation of customer service center.
Intelligent customer service is a new generation of digital technologies such as cloud computing, artificial intelligence and big data. Comprehensive use of natural language understanding technology, knowledge management technology, automatic question answering system and intelligent reasoning technology. Thereby reducing the labor cost of customer service, improving the response efficiency of customer service and improving the user experience.
The core value of intelligent customer service is mainly reflected in the improvement of customer experience, cost reduction and efficiency improvement of enterprises, and brand differentiation of enterprises. There are many reasons for customers to adopt intelligent customer service, mainly including five reasons: improving customer experience, brand differentiation, improving customer service experience, reducing costs and increasing revenue.
Among them, improving customer experience is the most mentioned reason for enterprises, with the highest proportion of importance among leading enterprises and other enterprises (46% and 33% respectively). It is the most important driving factor for enterprises to adopt intelligent customer service, and it is also the core value embodiment of intelligent customer service. In addition, for leading enterprises, the second most important thing to adopt intelligent customer service is to enhance brand differentiation; For other enterprises, the second important thing is to reduce costs and increase income.
1) With the help of a new generation of intelligent technology, the customer service center moves towards AI digital operation.
2) Intelligent customer service is divided into online customer service and hotline customer service according to usage scenarios.
In addition, traditional consumer brands and retailers put forward new requirements for customer data accumulation and data analysis. This forces enterprises to speed up the upgrade of intelligent customer service, and enterprises have higher requirements for the service quality and user experience of intelligent customer service.
1) service trend
By understanding consumers' habits and attitudes towards e-commerce retail platform customer service, we found the following two points about e-commerce customer service:
Service experience is everything.
Consumers' service experience will significantly affect their brand preferences and purchase decisions. With the expansion of enterprise channels, consumers hope to get quality services anytime and anywhere. No matter in official website, WeChat, telephone and other channels, enterprises should provide a consistent service experience; Consumers also want to get a "second reaction" at any time. The response time of news significantly affects the service experience of consumers. At present, the average response speed of customer service in the industry is low.
There are a large number of e-commerce platforms, and e-commerce will settle in different platforms in order to expand sales. Because of the different docking methods or conditions of each platform, it is impossible to integrate the messages of each platform into the same background, and it takes time and energy for customer service to switch to different platforms to reply to user messages.
Have expectations for customer service professionalism.
Heavy repetitive work
There is no connection between systems, and the customer service efficiency is low.
Data dispersion
3) Solutions
The background management of online customer service system includes customer service and customer management.
On the one hand, online customer service system makes customer service work full of vitality, through a series of
Reception, queuing, satisfaction rate, chat details and other indicators. The system can export different types of reports, on which managers can evaluate customer service personnel, analyze related problems and adjust strategies in time to improve service quality.
Express service directly faces consumers, and communication with consumers has become the most important thing to test the quality of service. Customer service has become the key business of express companies, whether in receiving, sending or delivering. At present, in addition to the traditional manual customer service, a number of courier companies have access to intelligent customer service and adopted the "cloud customer service" model of "intelligent robot+manual service+work order system" to better provide services to consumers.
1) service trend
In the development of the industry, no matter the way of thinking or enterprise planning, it can no longer be confined to the ordinary information mode, nor can it just focus on the discussion of technology. It is necessary to truly understand the customer service needs of the entire express logistics industry and the demands of customers for the express delivery industry.
Through the use of intelligent customer service, the standardization and standardization of services in the industry have been accelerated, and the cooperation between people and machines has become more tacit. Through the complementary work of machines and people, people's work efficiency is higher. By combining new technologies, the whole life cycle and terminal services of express logistics packages will be further used intelligently, such as answering customer questions, training personnel, and recruiting to replace couriers and station staff.
2) Core difficulties
First of all, the express delivery industry is growing at a high speed while the demographic dividend is retreating. As a labor-intensive technology industry, the cost of human resources is rising, and the recruitment speed can't keep up with the business growth. Therefore, the "four high" cost challenges have arisen, such as high recruitment cost, high training cost, high office space requirements and high management difficulty.
Secondly, the work of customer service staff is highly repetitive. For example, when a customer inquires about the progress requirements of express delivery, the customer service personnel only need to inquire about the corresponding information system and provide the latest express delivery information, but this part of the workload is quite large, accounting for more than half of the customer service personnel.
3) Solutions
① Voice incoming robot receives incoming customers.
② The word robot receives online customers.
Word robots mainly use pages as communication media, and can usually support online related channels, such as web pages, WeChat, H5, applets and so on.
(3) Call back the robot customers by voice, send a telegram before sending the order, and inform the post station to work overtime to pick up the pieces.
④ Customer service intelligent quality inspection
Check the service quality of manual customer service or robot customer service. In the whole quality inspection process, the customer service or customers are pictured to continuously improve the service level.
Human Resource Service Center (HR SSC) refers to a service center established by an enterprise group, which integrates all administrative work related to human resource management in various business units, such as employee recruitment, salary and welfare accounting and payment, social insurance management, personnel information service management, labor contract management, new employee training, employee complaints and suggestions, etc. By making intelligent customer service robots undertake simple and repetitive tasks, the operational efficiency of human resources can be improved, business units can be better served, and the efficiency of personnel work can be improved.
1) service trend
In order to improve the operation efficiency of human resource management and reduce the operation cost, large groups and multinational companies gradually began to use computer, Internet and other information technologies to promote the reform of human resource organizations, and HR*** service centers came into being. How to ensure the quick response ability of corporate headquarters to branches, improve cooperation efficiency and maximize the role of HR*** service center is the biggest problem facing enterprises at present.
2) Core difficulties
① Multi-channel switching
HR*** Enjoy Service Center generally undertakes all recruitment tasks of all departments and branches of the enterprise. A large number of internal recruitment information confirmation, external resume collection, screening, interview, offer distribution, etc. Ask HR to communicate by email, telephone, WeChat, etc. And switching repeatedly on different platforms is easy to cause information omission and low communication efficiency.
(2) The daily work is tedious and the progress cannot be managed.
③ Data management is difficult.
The traditional HR*** service center lacks tracking, so it can't make detailed statistics on the workload of service center staff, and can't improve business processes and improve the overall business level through data.
3) Solutions
① Multi-channel docking
② Robots undertake repetitive work.
③ Multi-system process is opened.
The intelligent customer service system can be connected with the enterprise system, and employees can complete the process approval such as leave in the * * * service center without switching between multiple systems.
④ Training examination
Intelligent customer service system provides a closed-loop training system of learning, practice, assessment and management around the learning map to help enterprises build a perfect talent growth system.
④ Unified data
Intelligent customer service system can monitor data in real time, support customized reports and meet personalized needs. Data exchange can avoid data islands caused by departmental walls.
In recent years, the influence of China brand in the global market has risen rapidly, and it has been loved and accepted by more and more overseas users. With the popularity of brand going out to sea and value export mode, the pace of enterprises going out to sea has also entered the fast lane. At the same time, China is also actively introducing relevant policies to support China's manufacturing industry to go to sea, and provide tax incentives and other support for enterprises. China's manufacturing export market and overseas e-commerce market are developing rapidly. How to ensure overseas customer experience is a new challenge for enterprises.
1) service trend
2) Core difficulties
When serving overseas users, it challenges the multilingual adaptability and stability of the system.
Due to the vast overseas market and diverse languages, the system language needs to support not only the client side, but also the customer service side to enhance the customer experience and ensure the efficiency of customer service. However, due to the network limitation, when the domestic system is applied to overseas markets, the traditional enterprise customer service layout mode can easily cause the information gap between brands and end customers, resulting in the problem of message loss. It is difficult for corporate headquarters to quickly obtain customer feedback and provide quick and timely customer service response, which affects the customer experience.
3) Solutions
① Overseas channels
Consumers in different countries are used to using different channels and social media, which poses a great challenge to the docking ability of customer service system. In order to ensure the user experience, the intelligent customer service system also needs to support a variety of dialogue allocation rules, intelligent text robots, satisfaction surveys, off-duty time prompts and other functions.
② The system supports multiple languages.
③ Providing overseas nodes
By building overseas nodes, the intelligent customer service system can effectively solve the delay problem of overseas visit to China, ensure the timely display of customer service news and customer news, and enhance the service experience.
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Q&A: Q&A: Now there is an opportunity to do notebook after-sales customer service, but what knowledge do you need to learn? Customer service responsibility
One: Introduction of responsibilities
1. Maintain the store image.
2. facilitate the transaction.
3. Make relevant sales.
4. Deal with after-sales.
First of all, when choosing this position, we need to know what our job responsibilities are. What professional skills and work attitude do we need to have in order to make us comfortable in our work?
Secondly, in each of our job responsibilities, if we want to be different from ordinary people, make faster progress than others, and get higher salary than others, what aspects do we need to improve?
1. Maintain the store image.
There are several points to maintain the image of the store:
(1) major
When buyers enter the store, the first thing they do is. I didn't ask what I could do for you, but said, "Welcome to the flagship store during XX. Buyers complete the transaction, and thank you for coming to XX flagship store. I wish you a happy XX.
When buyers consult, don't cherish words like gold. Important issues, try to convince buyers through data, professional words and comparison. Instead of, for example, if the buyer asks you how this thing is, we simply answer it, which is no different from not saying it.
(2) Quality
When we meet buyers with unfriendly tone, should we be tit-for-tat or humble on Want Want? If we go head-to-head with each other, we may eventually find that besides the buyer, we are also angry. If you can remain humble in the face of the buyer's difficulties, you will not be offended and will not get used to it. Then the image of the store will not be damaged, and it is difficult to cause more trouble.
(3) Sense of honor
We came to this company and worked in this company. We not only represent the company, but also the company represents us. If someone questions the company or product for various reasons. We need to maintain the image of the company with humility.
(4) Professional quality
There are all kinds of products in the shop, including products with high profit and high unit price. There are also products with low profit and low unit price.
Some customer service staff will take the so-called big orders seriously, because they think that if they are big, they will bring their own performance improvement. But when buyers consult low-priced products, they are half-hearted and unwilling to take it seriously. This is a very wrong idea.
Products with low unit price and low profit. Although a single transaction will not greatly improve our store's sales, it will also bring our store credibility problems, service attitude problems, DSR scoring problems and after-sales problems. If we perfunctory to save effort. It is very likely that you will use multiple experiences to deal with what may happen later.
Facilitate transactions
The company's operating conditions are directly related to the company's development, and also related to the personal salary of employees. No matter which store, facilitating the transaction is the biggest requirement for a customer service ability. You need to do a lot of things to better promote the transaction. The following are the more important points:
(1) product familiarity
Can you get familiar with the products you sell in the shortest time? This is one of the basic requirements for new employees. Only we have enough knowledge about our products and even related products. We can give buyers the best answer when they consult.
(2) communication skills
Different people answer the same question in different ways, and the final result will be different. Whether we can establish a good communication relationship with the buyer also largely determines whether this order can be finalized. It will even affect the difficulty of after-sales treatment.
An important part of communication ability is whether you can guide buyers well. At the same time, this is also one of the basic abilities that a salesperson should have. This requires us to be clear-headed and have a clear purpose.
(3) Affinity
Having a good professional quality can make buyers recognize our store image or brand image. If you want to better facilitate the transaction, you need to overcome having a good affinity. Ask and answer, cherish words like gold, too professional, will make buyers feel that they are communicating with machines.
We should always remember that we are a customer service job, not an answering machine. We are living people. In communication, we should have our own unique communication habits and skills on the premise of making buyers feel comfortable. Have strong affinity and professionalism. Become the last straw for buyers to finally buy.
(4) serious attitude
All the above requirements are based on our seriousness. If you don't care about the buyers you consult, you will naturally have no extra thoughts to complete every step. This is not only related to whether we can let the consulting buyer complete the transaction, but also affects our development in the company.
3. Make relevant sales.
By the time the sales are completed or the possibility of sales is high, our goal has reached half. And if it is only this half, it will not make us an excellent customer service. When we complete this half of the sales of single products, we should have a clear idea, that is, related sales.
(1) Find the right time
If the buyer doesn't get a satisfactory answer to the product question he consulted as soon as he enters the store, if we recommend other products to the buyer at this time, I believe anyone will sneer at our recommendation and care nothing. So when we recommend, we should find the right time to recommend, and don't blindly recommend.
(2) correlation
At the same time of recommendation, we also need to consider how to put our energy into receiving goods as much as possible to get the maximum return. If the buyer chooses to buy a bed and we recommend an irrelevant product to the buyer, the success rate of our recommendation will become very low. If we recommend bedside tables, stools at the end of beds, and even bedroom furniture. Successful recommendation will improve several grades.
(3) Know yourself and yourself
If we know that the buyer needs other products before we recommend them, the probability of successful recommendation will be greatly improved. Therefore, when buyers talk to us, they should know more about buyers' desire to buy.
At the same time, we also need this kind of understanding, not too much. No one likes the general inquiry of auditing. It should still be carried out around the products consulted by buyers, and the understanding of buyers should be carried out under the premise that buyers are difficult to detect.
4. After-sales service
After-sales service is an essential ability for a customer service staff. This is the least popular part of customer service, but it is also the most important step in our growth. In the process of after-sales service, we need to understand what the purpose of our after-sales service is-to solve the problem and do anything that is not easy to solve the problem before you think twice.
(1) predictability
Preventing colds is better than treating them. The same is true after sale.
An excellent customer service staff must have few after-sales situations, not because the people he meets are more accommodating than others, but because he can plan ahead and after-sales treatment is possible.
And the thoughts we spend before after-sales will greatly reduce the time and energy we spend on after-sales service itself. How to eliminate the buyer's anger caused by our own reasons before the after-sales problem is carried out will also affect our daily work efficiency and working mood. I don't believe that any customer service can still laugh at the angry after-sales of buyers every day.
(2) Handling attitude
What's wrong, whether it's our own fault or not. The first thing we should do is not pass the buck, but admit our mistakes. Our prevarication can't bring any benefits to our after-sales treatment, but it has a great chance of angering buyers. Why do you want to do such a thing that is not worth the loss?
The so-called people who reach out and don't smile, although there is no absolute word. But at least most buyers can be relieved by our sincere apology and sincere solution.
(3) Treatment method
Aiming at different after-sales problems, how to choose the appropriate treatment method is the most important part in after-sales treatment. It will not only affect the interests of the company, but also determine the acceptance of buyers.
This requires us to be familiar with the company's rules and regulations, products and the buyer's personality. An after-sales problem, where is our bottom line, we should know fairly well. Only in this way can we give buyers a good solution without excessively affecting the interests of the company.