“互联网+95598供电服务”模式探索与实践

Summary of Development and Practice of the “Internet+95598 Service” Mode

随着互联网的快速发展,95598电力客户服务需求呈现出快速、便捷、个性化等特征。本文对95598供电服务在借助"互联网+"思维,针对内部协同不足、服务渠道不畅等影响客户体验问题上的探索和实践进行综述。本文主要介绍95598营配调贯通、在线客服业务场景设计及功能实现、服务积分激励三个方面,并与实践应用前期服务模式进行对比,最后总结了现有服务成效。

As the rapid development of the internet, the requirement of 95598 custormer service appear to be quick and easy. This paper summarized development and practice on solving the problems in insufficient of internal coordination and unobstructed via the ＂Internet＋＂ idea, introduces 95598 marking-distribution-dispatch run-through, on-line service trait, and the reward of service intergral. Then compared the results after and before the development and practice of the ＂Internet＋95598 service＂ mode. At last, summarized the service effect.