运营商客服集中化建设方案探讨

Discussion on the construction of centralized customer service foroperators

客服系统是运营商最重要的营销服务渠道之一,目前各运营商形成了包括传统营业厅、官方网站、自助终端、电话、短信、IVR、WAP、社交网络等在内的综合服务渠道。本文首先描述了运营商客服系统的现状,随后对客服系统的集中化建设方案进行介绍,最后对客服系统集中化的总结和思考。

Customer service system is one of the most important marketing service channel operators.The operators formed a comprehensive service channels including traditional business hall,offi cial website,self-service terminal,telephone,SMS,IVR,WAP,social networks,etc..This paper describes the current situation of the customer service system of the operator fi rst,and then introduces the centralized construction plan of the customer service system.Finally,the summary and thinking of the customer service system is shown.