Customer Service Opportunities and Challenges
The customer service in the traditional mode is organized, recruited, trained by the enterprise, and then on the job. In the early stage, the company spent a lot of time on recruitment and training for customer service personnel; in the later stage, there must be a process of repeated assessments such as transformation and quality inspection. The customer service industry is still constrained by traditional problems such as difficult recruitment, low conversion, large turnover, and lack of professionalism, which lays the foundation for solving the daily customer service needs of enterprises. The industry can only break the deadlock of the inherent traditional customer service model and open up a new model of customer service in the future, which is the new lifeline of customer service development in the era of sharing economy.
In the era of "sharing economy", various industries have used Internet technology to create new breakthroughs in the social service industry. Shared travel has Uber, Mobike, and shared space has Airbnb. AAwork for National Work breaks the constraints of geography, time, and information to create a platform for freelancers. This is the "crowdsourcing" model. "Crowdsourcing" refers to the practice of a company or institution outsourcing work tasks that were previously performed by employees to an unspecified mass network in a free and voluntary form.
The emergence of these "sharing" mechanisms has brought many conveniences to the daily life of modern people and the daily operations of modern enterprises, and solved the constraints of resources, time and expertise. Following the "sharing" model and innovating the traditional customer service model through "crowdsourcing" is a feasible way for the future development of the customer service industry.
Paradise Sound Valley Cloud Crowdsourcing
"Paradise Sound Valley Cloud Crowdsourcing" has transformed the original information service + telephone processing into a customer service contact center with all-round customer service + all-media channels. Various pain points in the traditional customer service center management process have been comprehensively innovated through artificial intelligence and new forms of shared manpower, combined with Far Ease's more than ten years of professional customer service management experience.
The "Paradise Sound Valley Cloud Crowdsourcing" platform receives corporate service tasks, and sends out contracts to the crowdsourcing platform according to the member matching strategy and quality monitoring system. Platform members can freely choose according to their personal time and interests. After receiving the tasks, they will receive platform scheduling and participate in training. Execute and get paid.
Through the sharing of service platforms, human resources, management experience, and artificial intelligence, "Paradise Sound Valley Cloud Crowdsourcing" innovates to create a clustering and sharing platform in the field of customer service, and realizes the peak and low matching of market human resources and enterprise customer service needs, allowing The service and marketing of enterprises are simpler.
Features
1. Crowdsourcing operation
Crowdsourcing operation makes full use of idle human resources in the society, frees enterprises from recruitment troubles, reduces intermediate management investment, expands during busy hours, reduces idle time, and realizes customer service quickly at low cost. The "Paradise Sound Valley Cloud Crowdsourcing" platform has more than 40,000 registered members, mainly composed of professional customer service, school and enterprise students, and social part-timers. The platform supports multi-attribute screening such as member gender, star rating, service experience, etc., to meet the service needs of enterprises in different scenarios and levels of difficulty.
Professional Customer Service: People who are or have worked in customer service.
School-enterprise students: The platform has reached cooperation with 21 school-enterprise base students.
Social part-timers: those with a lot of fragmented time and a sense of work responsibility, such as full-time mothers.
2. Cloud deployment
Cloud deployment realizes the sharing of service platforms. Enterprises can obtain instant software and hardware services without additional cost investment, and enjoy high-quality, low-risk software services that can only be obtained with large-scale investment. The cloud-based platform also allows members to carry out customer service and break the geographical boundaries of work as long as they have PCs, mobile phones and other client and network access conditions.
3. Quality control
The platform adopts the mode of automatic quality inspection and manual sampling inspection, and focuses on monitoring the behaviors such as passive sabotage, random promises, and false marketing that may occur in the process of member service, so as to ensure the comprehensive management and control of service quality. At the same time, it supports quasi-real-time re-inspection such as collecting recordings, checking and labeling samples, etc., so that enterprises can fully control the service process of members.
4. Training certification
Integrate training institutions and customer service expert resources to provide online and offline all-round training services for enterprises and members, and give qualification certification.
Customize personalized courses for corporate tasks, solve corporate training troubles, and reduce customer service training costs.
Improve the quality, skills and business capabilities of platform members, and ensure that corporate tasks are carried out by professional members.
5. Precision Marketing
Relying on years of experience in customer service interaction management and industry data application analysis, "Paradise Sound Valley Cloud Crowdsourcing" combines modeling and data management, accurate user portraits, and provides enterprises with a platform, data, and marketing integration through a variety of terminal contact forms. Serve.
6. Intelligent service
According to the needs of enterprises, tailor-made intelligent voice robots are used in various service scenarios such as questionnaire surveys, appointment services, customer return visits, product promotion, information authentication, notification reminders, intelligent collection, and member activation. Through the artificial + AI collaborative model, 7×24 online services are ensured, helping enterprises to further improve efficiency, efficiency and scale.
business type
Compared with the singleness of traditional customer service tasks, "Paradise Sound Valley Cloud Crowdsourcing" is based on the community effect of platform members. In addition to "customer service", it also provides "data labeling" and "experience promotion" business services.
1. Customer service
Help enterprises to carry out authorized outbound call services, inbound services and online services such as return visits, promotions, appointments, and research.
2. Data annotation
Help enterprises collect data such as text, pictures, and voice, and organize and label the collected data.
3. Experience promotion
Help enterprises with product registration experience, online and offline promotion and other services.
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