政企客户服务能力提升与实践

Improvement and Practice of Customer Service Capability for Government and Enterprise Customers

为深入贯彻企业数字化转型战略,全面落实政企改革、服务再提升等工作要求,以“提升响应并支撑客户全业务服务”为目标,中国电信新建了智慧客服政企专区,打造了一键诊断能力、建立了故障两级双向派单流程。同时,通过智能语音导航和服务质量改造,打造了政企客户差异化服务,提升了系统效率、缩短了通话时长、提升了用户感知。

In order to deeply implement the digital transformation strategy of enterprises,comprehensively implement the requirements of government and enterprise reform,and further improve services,with the goal of"improving response and supporting customer full business services",China Telecom has established a smart customer service government and enterprise zone,built one click diagnostic capabilities,and established a two-level two-way fault dispatch process.At the same time,through intelligent voice navigation and service quality improvement,differentiated services for government and enterprise customers have been created,improving system efficiency,shortening call duration,and enhancing user perception.