电子供应链环境下的客户关怀自动化系统研究

Research on Customer Care Automation System in Electronics Supply Chain

在经历了呼叫中心、客户关系管理系统的发展后,现阶段的许多企业的客户服务仍主要停留在被动的、单向的水平上,我们急需一种自动化的系统来对客户进行主动关怀,满足他们个性化的需求。正是基于这种需求,文章提出了客户关怀自动化的概念,并建立了相应的系统框架,给出了系统功能模块,以实现自动化的客户关怀。

After a call center, the development of customer relationship management systems, many companies customer service at this stage still stay in the passive and one-way level, we need an automated system for active care for the customer to meet their individual needs. Based on this de-mand, we propose the concept of customer care automation, establish the appropriate framework and show the system function modules to realize automated customer care.