Relying on the 95598 intelligent cloud platform, the State Grid Customer Service Center actively cooperated with provincial companies to complete the data sharing channel, and realized 95598 work order details, data statistics, voice translation, real-time indicators, business development, installation and other services.
service content
In terms of service, 95598 combines seasonal business characteristics such as welcoming the peak for the winter, typical appeal scenarios and customers' emotional state, and designs warm service with the theme of "a kind word warms three winters", adding emotional soothing words to relieve customers' excitement and enhance customers' perception.
In terms of business norms, pay close attention to important sensitive customer demands such as "coal to electricity", "business environment", "residential customers stop and limit electricity" and "high-rise elevator power failure", establish green business channels for emergency and special affairs, and do a good job in hot word labeling, work order tracking, transaction monitoring and data statistics.
Strictly do a good job in public opinion judgment and work order circulation, submit major public opinion information in time, smooth communication channels with provincial (municipal) companies, and coordinate with public opinion event tracking; In terms of online State Grid operation, we will strengthen the operation monitoring of online State Grid APP and 95598 website, publicize the related contents such as cold prevention and electric power safety, strengthen communication and docking with provincial companies, timely transmit and handle all kinds of abnormal situations, and ensure the smooth online service channels of the company.