摘要
针对专卖分销企业的客户服务,分析生成该类企业的客户服务蓝图,提出了一种基于移动平台的智能化客户服务系统.该系统有效集成了企业原有信息系统形成客户服务的支撑平台,通过客户信息的智能化分析过程做出满足客户个性化需求的服务决策,利用移动终端完成服务的实施并及时收集服务反馈.最后,基于J2EE应用框架实现了该系统,其应用表明该系统能有效提高客户服务的满意程度.
The distribution enterprise under monopoly system is a kind of specific enterprise,its marketing and service environment has a lot of particularity and difficulty.For customer service of the monopoly distribution enterprise,the generating customer service blueprint is analyzed for this kind of enterprises,and a intelligent customer service system is put forward based on a mobile platform.The system effectively integrates original enterprise information system to form a support platform of customer service.Then service decision is made to meet the personalized needs of customers through the process of intelligent analysis for customer information.Service implementations are completed and service feedbacks are collected by mobile terminals.Finally,this system is realized based on the J2EE application framework and its application shows that this system can effectively improve customer service satisfaction.
出处
《内蒙古大学学报（自然科学版）》
CAS
CSCD
北大核心
2014年第4期429-434,共6页
Journal of Inner Mongolia University：Natural Science Edition
关键词
专卖分销企业
客户服务
智能化
移动平台式
monopoly distribution enterprise
customer service
intelligence
mobile platform
