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sumaiya zahan
Jul 31, 2022
In Self Help Forum
The development of my country's customer service industry can be roughly divided into the following three stages: The first generation of customer service: traditional telephone customer service software The Internet has not yet become popular, and traditional service channels such as telephone calls and meetings are used to communicate and contact customers, and call center services are the main service. According to the nature of use, call centers can be divided into self-built call centers and outsourced call centers. The second generation of customer service: PC-side web page online customer service With the popularity of the Internet, enterprises gradually use online customer service software to contact customers. Compared with traditional phone number list customer service, online customer service can realize one-to-many service, which greatly improves the work efficiency of customer service personnel. The third generation of customer service: intelligent customer service With the development of mobile Internet and social media, the customer traffic entrance of many enterprises has changed from PC-based to hybrid and decentralized. For enterprises, more targeted products are needed to provide refined services. Improve user experience. Therefore, the intelligent customer service based on technological innovation and the improvement of users' service experience is the product of the times and conforms to the trend of the times! 2. Market Status of Domestic Customer Service Industry 1. Market situation of traditional customer service and online customer service According to statistics from the China Enterprise Data Report, in recent years, the number of small and medium-sized enterprises in my country has been increasing at a rate of 300,000 per month. It is estimated that by 2018, the number of small and medium-sized enterprises in the country will reach 3,580, an increase of 43.2% Data source: China Enterprise Data Report, Q1 2015 With the rapid development of the number of small and medium-sized enterprises in China, the domestic customer service market is still showing a growing trend.
Research Report With a 200 billion "gold mine", how should the content media
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