What is Traditional Customer Service

Traditional customer service is divided into the following types:

(1) Random customer service

Enterprises help customers to deal with their questions, suggestions, pitches and inquiries at any time through a variety of channels, so that customers who have already purchased the products of the enterprise to get good technical support, and so that the customers who are interested in the product to get a satisfactory introduction.

Random customer service is subdivided into help service and customer self-service. Help service refers to the customer will be their own ideas through the enterprise customer service customer access system submitted to the customer service representatives, by the customer representatives in accordance with the appropriate procedures for timely recording and processing; customer self-service refers to the customer can be through the web page or automated response phone, comfortable access to the enterprise knowledge base, so as to obtain the information needed.

(2) Regular Customer Service

The services provided by the enterprise to the customers with whom it has signed the contract include: the maintenance period service stated in the contract, the services specially promised to the customers, and the software upgrade service. Regular service requires the design of a service plan that is operable during the service process to the satisfaction of the customer.

(3) customer care services

refers to the enterprise initiative initiated through regular interviews with customers, newsletters, letters and other methods, in a timely manner to the existing customers to release the recent developments, the implementation of customer care programs, so that users feel the enterprise's concern and sincerity, so that customers become permanent customers of the enterprise.

(4) complete customer service system

The result of the fierce competition in the market makes the difference in the quality of many commodities is getting smaller and smaller, and the tendency of homogenization of the products is getting stronger and stronger, and certain products (such as TV sets, VCD machines, etc.) from the appearance to the quality, it has been very difficult to find out the difference, and even more difficult to distinguish the high and low. The result of this homogenization of goods makes the quality is no longer the main criterion for customers to choose consumption, more and more customers are more important is what kind of service merchants can provide for them and the quality of service and the degree of timeliness.

In China, the vast majority of enterprises have call centers and 800 special number service. The customer service department first of all by the computer telephone integration technology support call center (which makes full use of the communication network and computer network of multiple functions of integration) built into a complete integrated service system, can be convenient and effective for customers to provide a variety of services. Such as 24 x 7 hours a week uninterrupted service, a variety of ways (voice, IP phone, E-mail, fax, text, video messages, etc.) to communicate, prior understanding of customer information to arrange for the appropriate business representatives to visit the customer, the customer's information will be deposited in the business database in order to **** enjoy, etc., to be able to customers at any time to solve the problem of troubleshooting. At the same time, sales, service, market information and each customer's transactions can be assembled. Once again, it is the arrangement and dispatch of on-site services. Customers can use the online search as a guide to arrange the content and time of their service according to the technical level of the on-site engineers. Service confirmations and reports need to be retained to inform subsequent service actions and ticket processing. Finally, there is remote service. Remote service solutions provide complete service and support to remote customers, whether committed to in a contract or other new needs of the customer.