2, telephone communication, the advantage is that the response speed is faster, and the customer's problems can be solved in time. The disadvantage is that the dialogue effect is affected by factors such as sound quality and line stability. Applicable scenarios are areas that need quick response and problem solving, such as e-commerce and after-sales service.
3, online chat, the advantage is convenient and fast, can realize multi-tasking processing, the disadvantage is limited by the degree of text expression and machine intelligence, it is difficult to deal with complex problems, the applicable scenario is the situation that needs immediate consultation and answering questions, such as online customer service, social media and so on.
4. The advantage of e-mail and letters is that they can form formal document records, which is beneficial to traceability and proof. The disadvantage is slow feedback, which may affect the customer experience. The applicable scenarios are industries such as law, government and education that need to transmit important information and documents.
5. The advantages of mobile applications and social media are that they are easy for users to use and share, and can enhance brand awareness and social effects. The disadvantage is that there are risks in information security and privacy protection, and management and monitoring need to be strengthened. Applicable scenarios are services for young users and mobile Internet users, such as social networking, mobile payment, online shopping, etc.