客户服务应用知识库体系的运用与深化

Application and Deepening of Customer Service Application Knowledge Base System

依托国网一级部署呼叫中心信息通信知识管理系统,深入开展知识库的应用,贯彻落实问题提报与反馈规范,优化客服受理流程,提高知识库的利用率。客户服务中心坚持以业务流程、规范业务、方便用户、方便客服人员、数据价值最大化以及数字管理为导向,支持客服人员进行准确、高效、标准的服务,改变传统获取帮助的工作方式,减少因查阅资料浪费的宝贵在线时间,提高客户服务响应及处理能力,不断提升用户满意度。

Relying on the national network level deployment of call center information communication knowledge management system,carry out the application of the knowledge base,implement the problem reporting and feedback regulation,optimize customer service process,improve the utilization rate of the knowledge base.Customer service center,adhere to the business process,standardize business,user-friendly and convenient customer service personnel,to maximize the value of data and digital management oriented,customer service staff to support accurate and efficient,standard service,change the traditional way of working to get help,reduce the waste precious time online access to information,and improve the processing ability of customer service in response,continuously improve customer satisfaction.