二维码在提升集客业务投诉处理效率的应用

Application of QR Code In Improving the Efficiency of Complaint Handling of Group Account Business

为了提升集客业务的运营支撑能力,提升客户满意度,本文在分析造成集客业务投诉处理超时原因的基础上,结合二维码技术在存储信息方面的优点,提出了提升集客业务投诉处理效率的新思路。首先,从人、机、料、方法、环境角度出发,分析了造成集客业务投诉处理超时的原因,并且提出了相应的预控措施。其次,介绍了二维码技术及其优点。最后,提出了二维码技术在提升集客业务投诉处理效率的具体解决方案,通过添加集客业务二维码标签,且将二维码标签扫描功能从单一的信息展示功能升级为集客业务故障服务功能,扩展了集客业务客户投诉的自助服务通道,提升投诉报障精准度,缩短投诉处理时长。

In order to improve the operational support capacity of group account business and customer satisfaction,based on the analysis of the reasons for the time-out of complaint processing of group account business,combining the advantages of two-dimensional code technology in the storage of information,we put forward a new idea to improve the efficiency of complaint handling of group account business in this paper.Firstly,From the perspective of human,machine,material,method and environment,this paper analyzes the reasons for the time-out of complaint handling in group account business,and puts forward the corresponding pre-control measures.Secondly,This paper introduces two-dimensional code technology and its advantages.Finally,This paper puts forward a specific solution of the two-dimensional code technology in improving the complaint handling efficiency of group account business,By adding the QR code label of group account business,and upgrading the two-dimensional code label scanning function from single information display function to failure service function,expands the self-service channel of customer complaints,improves the accuracy of complaints and malfunction services,shortens complaint handling hours.