基于第三方渠道的营销客服平台研究及应用

Research and application on marketing service platform Based on the third party channel

基于第三方信息化支持渠道支付宝和微信的营销客服平台,充分利用支付宝和微信庞大的用户量以及强大的客户粘性、服务方式多样快捷等特点,为电力客户提供电费查询与缴纳、电子账单推送、业扩办理、业务信息查询等多种优质服务,全面拓展了电力营销客户服务渠道、提高了电费回收率、降低了资源成本、提升了客户全方面服务水平。从系统架构、建设内容、系统安全体系、系统创新性、项目应用成果等介绍了营销客服平台。

Marketing service platform of third party information channels based on Alipay and WeChat support,which make full use of alipay and WeChat vast users and strong customer stickiness, quick service variety characteristics, provide electricity for electricity customers query with pay, electronic bill push, industry expansion is dealt with, the business information query, and other high-quality services ,fully expand the electric power marketing customer service channels, improve the electricity recovery, reduce the resource cost, improve all aspects of customer service level. From the system architecture, construction content, system security system, system innovation, project application results, this paper introduces the marketing service platform.