基于移动端与大数据并行的现代企业客服系统浅谈

A Brief Discussion On Modern Enterprise Customer Service System Based On Mobile And Large Date

通过分析传统客服系统在移动互联网时代所存在的问题和面临的困难,进而阐述了使用App优化传统客服系统的服务流程和提升用户使用体验的紧迫性和必要性。我们注意到传统客服系统在以往为客户服务过程中积累了大量的数据,这些数据包括客户使用产品过程中遇到的问题,也包括企业解决这些问题的方案。然而,由于传统客服系统自身架构的局限性,无法有效利用这些数据。而App依靠自身架构的先进性和灵活性,可以非常自然的结合大数据挖掘技术,充分利用企业积累的数据,持续性改善智能客服系统的服务质量和提升用户使用该系统的体验,进一步让客服系统变得智能化、高效化,人性化。从而达到减少企业在客服人员数量上的资金投入,提高企业在市场上的竞争力。

By analyzing the problems and difficulties of the traditional customer service system in the mobile Internet era, this paper expounds the urgency and necessity of using App to optimize the service process of traditional customer service system and improves the user experience.We also pay attention to the traditional customer service system In the past, a large amount of data has been accumulated in the process of customer service, including the problems encountered by customers used the pro- ducts,as well as the methods of enterprises to solve these problems. However, due to the limitations of the traditional customer service system, it can not effectively use these data. And App rely on its own architecture of the advanced nature and flexibility, can be very natural combination of large data mining technology, it canmake use of these data, continuous improvement of cus-tomer service system quality and improves the user experience, and further make customer service system efficient and thus reduce the cost of enterprises in the artificial customer service, improve the competitiveness of enterprises in the market.