基于知识管理的客户服务系统研究

Research to the Knowledge Management Based Customer Service System

客户是企业生存和发展的重要资产,提供客户满意的客户服务是企业提高客户忠诚度的一项重要策略。构建基于知识管理的客户服务系统,能有效的提高客户服务的质量及客户的满意度,为企业的发展提供更广阔的空间。本文给出了一种基于知识管理的客户服务管理系统结构,并从知识获取、知识表示、知识查询、知识转化等视角研究系统实现的方法。

Customer is the critical assets that determines the surviving, and developing capacity of the enterprise. To provide customer satisfied service is a important strategy to improve the customer loyalty. By establishing knowledge management based customer service system, the enterprise can efficiently improve the quality of customer service and the customer loyalty. The paper gives a framework of knowledge management based customer service system, and the method to realize the system from the view of knowledge acquisition, knowledge representation, knowledge query and knowledge transition.