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中国经营网 | 篮球下注集团客服系统升级背后:做客户的伙伴、企业的第三方

2021-08-04 分享至:

JINJINIAN,FANGDICHANSHICHANGJINGLILEZHUDUOZHONGDADIAOZHENGYUZHUANBIAN,WULUNSHI2020NIANCHUYIQINGYINFAXINGYEDUIYEZHUFUWUDEGUANZHU,HAISHI“SANDAOHONGXIAN“HOUFANGQINEIBUYUNYINGLUOJIDEBIANHUA,FANGQIYIJINGCONGGUIMOWEIXIAN,ZHUJIANXIANG“PINZHIWEIWANG”JINHUA。

YUCITONGSHI,JINGGUODUONIANFAZHAN,FANGDICHANXINGYEYIJINGXINGCHENGLEMOKUAIHUADECHANPIN、BIAOZHUNHUADESHIGONG,ZAIXINGYEZENGSUFANGHUAN、JINGZHENGBUDUANJIAJUDEDANGXIA,FANGQIGAIZENYANGWEIZIJIDAZAOXINDEBIAOQIAN? 

篮球下注JITUANRENWEI,SUOYOUDECHANPINBENZHISHANGDOUSHIWEILEMANZUKEHUDEXUQIU,TISHENGJINGZHENGLIDEGUANJIANHAISHIYAOCONGRUHEFUWUHAOKEHUCHUFA,YIZUNZHONGKEHUSHIJIAOSHIXIANCHANPINSHENGJI。

自去年开始,面对疫情影响,篮球下注积极调整工作方式,在客户无法到场的情况下,推出了线上VR实景看房、维修专栏小视频、直播等形式。随后,篮球下注还将客服的服务机制进行了系统性的优化,推出鸿心服务2.0版本,将服务落实在具体场景。

CONGXINGYEJIAODULAIKAN,KEFUXITONGDEXIHUA、SHENGJI,CONGCEMIANFANYINGLEFANGQIYUNYINGGUANLINENGLIZAIBUDUANTISHENG,YECHENGWEIFANGQIZHUIQIUGUANLIHONGLIDEYIGEZHUASHOU。

做纯粹的服务

JINGLILE20YUNIANDEFAZHAN,FANGDICHANKEFUXIANCONGZUICHUDEWEIXIAOFUWU、CHULITOUSUBAOXIUDECHUJIJIEDUAN,ZHUJIANFAZHANDAOKEHUMANYIDUGUANLIDECHENGZHANGJIEDUAN。MUQIAN,XINGYENEIYIJIBENXINGCHENGLEBIAOZHUNHUADEJICHUFUWU,GEJIADUIYUSHIGONGPINZHIHEKEHUFENGXIANDEGUANKONGYISHIYUNENGLIYEDOUDATONGXIAOYI。

LINGYIFANGMIAN,JINJINIANDEFANGDICHANDIAOKONGBUDUAN,SHICHANGJINRUCUNLIANGFANGSHIDAI,FANGQIMENJUANSIWEI,SHENZHIKEHUCAISHIQIYELIMINGZHIBEN。GEJIAFANGQIYAOQIUBAKEFURONGRUDAOQIYEQITAYEWUTIAOXIANZHONG,QIANGDIAOKEFUYUQITATIAOXIANDERONGHE,BUFENQIYEDACHU“QUANYUANKEFU”DEKOUHAO。

面对行业变化,篮球下注自身也在不断摸索客服系统新的可能性。去年,篮球下注内部将客服定位为“客户的伙伴、公司的第三方”。

“SUIZHEKEFUTIXIJIANSHEDEZHUJIANCHENGSHU,WOMENNEIBUZAIKEHUYOUGUANDEYEWUSHANGYIJINGXINGCHENGYIGEGONGSHI:JIUSHIKEFUZHIFUZEDUIKEHUHAO,ZUNZHONGKEHU,JISHIBAKEHUDEXUQIUFANYINGDAOGONGSICENGMIANLAI,YUQIYENEIBUXIANGYINGLIANTIAODERENQUDUIJIE,TAMENYEZIRANHUIZUNZHONGKEHUTICHUDESUQIU,LAIPEIHEKEFUYIQIFUWUHAOKEHU,”篮球下注JITUANKEHUFUWUBUZONGJINGLIGAOWEIZONGJIEDAO。

ZAIGAOWEIKANLAI,篮球下注DEKEFUYEWUQIANGDIAOCHUNCUIDIZUOFUWU,KAIZHANYEZHUSHEQUNJIANSHE,“BUYAOZHUIQIUGONGLI,BUJIYUQIUCHENG,YEBUGUODUODIGENYINGXIAOMUBIAOGUAGOU。”ERZHEIYIZHUANBIANZAIFANGDICHANXINGYEBINGBUJIANDAN。

ZAI“FANGZHUBUCHAO”DEZHUJIDIAOSHIZHONGWEIBIANDEQINGKUANGXIA,XUDUOCHENGSHIFANGJIASHANGZHANGKONGJIANYOUXIAN。FANGQIJINJINIANFENFENTICHUYAOJIANGBENZENGXIAO,TONGSHI,ZAICHANPINSHEJISHANG,BUDUANZHAOXINDEYINGXIAODIANLAITISHENGSHOUJIA。DANZHEIXIEYINGXIAODIANSHIFOUZHENDEFUHEXIAOFEIZHEDEXUQIU?DAANSHIWEIBIDE,YIGEDIANXINGANLIJIUSHIWEIRAO“WEIQIANGYAOBUYAOCHAI”ZAIGEZHUANYELICHANGSHANGSUOBIAOXIANCHULAIDEQIYI。

GAOWEIBIAOSHI:“CHULIZHEIZHONGWENTIDUIKEFULAISHUOSHISHIFENJISHOUDE,YIFANGMIAN,TONGGUOJIANGMOUGEQUYUDULIGUANLIKEYITIGAOXIANGMUSHOUJIA,JINERTIGAOFANGQIHUOZHI,DANZAIJIAOFANGHOUYOUHUIZAODAODUOSHUYEZHUDEFANDUI。KEFUZUOWEIXIEDIAOFANG,JIUYAOYIWEIHUDADUOSHUYEZHUDEQUANYIWEICHUFADIAN,JINLIANGRANGGEFANGLIYIDADAOYIGEPINGHENGDIAN,TONGGUORENWENGUANHUAI,SHIXIANHEXIESHEQUJIANSHE。”

DANTONGGUOCILEISHIQING,篮球下注NEIBUZHUJIANXINGCHENGGONGSHI,HENDUOKEHUFANYINGDEWENTI,YINGGAIZHUJIANZAIQIANQIHUANJIEJIUJINLIANGBIMIAN,WULUNSHICHANPINDAZAOHAISHIYINGXIAO,ZUIGENBENDEHAISHIFUWUHAOKEHU,CAINENGZAIYENEIDACHUZIJIDEPINPAI,KEHUDEXUQIUDIANCAISHIZHENZHENGDE“YINGXIAODIAN”。

ERKEFUZUOWEIRICHANGGENKEHUDAJIAODAOZUIDUO、FUWULIANTIAOZUIZHANGDEYEWUBUMEN,MEITIANCONGGEGEHUANJIESHOUJIDAOKEHUDEFANKUI,ZAILEJIEKEHUZHENZHENGDEXUQIUDIANFANGMIANJUYOUTIANRANDEYOUSHI。

YISHEQUYUANLINJINGGUANWEILI,YIWANGFANGQIZAIZUOSHEQUGONGGONGKONGJIANGUIHUASHI,HUISHEJIYIXIELEISI“XINGKONGHUAYUAN”、“YINLEBANDAO”DEGAINIANXINGJINGGUAN,ZUIZHONGJIAOFANGSHIDEXIAOGUOYIBANSHIJIASHAN、SHIXIANGDIAOSUYIJISHUIXILEIDEJINGGUAN,ZAOJIAWANGWANGBUDI。GAOWEIZHICHU:“CONGYIWANGDEJINGYANLAIKAN,WOMENHENDUOKEHUDUIZHEILEIJINGGUANQISHISHIWUGANDE。CONGRENYURENDEJIAOWANGXUQIUCHUFA,TAMENGENGXIANGYAODEJINGGUANSHIKEYIHUDONG,ERFEIJINJINYONGLAIXINSHANGDE。JINGGUANDECHENGXIANBUJINJINSHIYUANLINSHEJISHIDEZUOPIN,GENGYAOCHENGWEIJIAYUANDEYIBUFEN。”

TANGRUOBULEJIEKEHUZHENSHIDEXUQIU,WANGWANGZUOCHULAIDEDONGXIJIUBIANCHENGLEYIXIANGQINGYUANSHIDE“FUWU”,YOUXIESHENZHISHIZENGJIACHENGBEN。BIRUZAIBEIFANGCHENGSHISHEQUZUOSHUIXI,DIMIANYINGHUA、WEIHUDECHENGBENJIAOGAO,QIEYIDAODONGTIANJIUJIEBING,HENRONGYIBEIKEHUTOUSU“SHIJIYUCHENGNUOBUFU”。

“FANGQIDOUZAITIJIANGBENZENGXIAO,WORENWEINAXIEDIFANGGAIZENGGAIJIAN,ZHEIGESHIYINGGAIYOUKEFUQUZHUDAO,BENZHISHANGYESHICONGKEHUZHENSHIDEXUQIUCHUFAERQUZUODEJIANGBENZENGXIAO,”GAOWEIBIAOSHI,KEFUJIANGZHEIXIEXUQIUFANKUIJICHANPINYANFABUMEN,CONGSHEJIKAIFAHUANJIEJIUQUZUOYIDINGCHENGDUDE“JIUPIAN”SHIHENYOUBIYAODE。

JULEJIE,篮球下注DEDUOSHUXIANGMUJIZHONGZAIHUANJINGQUYU,GAOWEIJIESHAO,JINJINIANSUIZHEHUANJINGLOUSHIDIAOKONGDEBUDUANSHENGJI,QUYUNEITOUZIKEYIJINGZHUJIANTUIQU,篮球下注DEKEQUNMUQIANZHUYAOWEISHOUZHI、SHOUGAIRENQUN。JINGGUOZHANGQIYUKEHUDEJIECHUJIAOLIU,TAHETUANDUILEJIEDAO,SHIJISHANGKEHUDUIYUSHEQUGONGGONGKONGJIANDESUQIUGENGQIANGDIAOGONGNENGXING,“TAMENXIANGYAODESHIYIGEGONGJIAN、GONGXIANGDEKONGJIAN,KENENGJINJINJIUSHIXUYAOYIKUAIYANGGUANGCAOPING,HUOSHIYIGEPINGTAIYINGDI,WUYEZHISHANGQIUTAI,JIUKEYIHUODONGDABISAI,BUDAQIUSHIKEYIZUOSHEQUSHIJI,YEKEYIZUOERTONGGONGYIHUODONG……,DANZHEIXIEKONGJIANYAOTIQIANMANZUSHUI、DIAN,SHENZHIwifiDENGJICHUSHESHI。TONGYANG,LOUNEIGONGGONGKONGJIANDESIYOUHUAYEZAIZHUBUXIANGGONGYOUHUAFANGXIANGZHUANBIAN。”

ZHEIYANGDEFANKUIZHENGZAIXIANGSHEJI、KAIFAHUANJIESHENTOU,BIRU篮球下注KAIFADELANGFANGLIXIANGWANXIANGMU,JIUBUZAIZHONGFUYIWANGZHUTIYUANLINDEJIANSHESILU,ERSHITICHULE5+1DEJINGGUANTISHENGFANGAN,CHULESHEJIZUNGUIDEHUIJIALUXIANYIWAI,HAIJIANGSHEQUJINGGUANFENWEIJIDAGONGNENGQU,JIANDANDECAOPING、LIANGTING、YUNDONGSHEBEIDENGPEITAO,RANGYEZHUYOULEGENGDUODESHEQUHUODONG、JIAOLIUKONGJIAN。

TONGSHI,DANGGEGETIAOXIANDOUYUANYIPEIHEKEFUTICHUDEYEZHUSUQIU,QUWANSHANHAOSHEQUPEITAOHOU,XIANGYINGDEYEDUIKEFUTICHULEGENGGAODEYAOQIU,RUHEZUZHISHEQUHUODONG,NENGFOUZHULICHANPINLINIANDESHIXIANHEJIAZHIZUIDAHUA,WEIYEZHUZAIJINGSHENCENGMIANYINGZAOJIADEFENWEIRENGSHIXUDUOKEFURENYUANZHENGZAITANSUODEKETI。

篮球下注集团推出鸿心服务2.0版本

DUANWUQIJIAN,篮球下注DICHANQIXIADENGDUOGEXIANGMUKAIZHANLEDUANWUJIEXILIENUANXINHUODONG,TUWEI篮球下注YEZHUZHENGZAIZHIZUOZONGZI。

推出鸿心服务2.0

2020NIANDEYIQING,RANGZHENGGEXINGYEYISHIDAODUIYEZHUFUWUDEZHONGYAOXING。“ZHEIGESHIHOUQISHISHIZUIKAOYANYUKEHUDELIANXIDAODIYOUDUOSHEN,YINWEIHENDUOKEFUKENENGFAXIAN,DANGTAMENYIQIANGREQINGDIXIANGYUKEHUFASHENGLIANJIESHI,GENBENBUZHIDAOYEZHUZHENDEGUANXINSHENME。”

JUGAOWEIJIESHAO,DANGSHIZHENGZHIJIJIANGJIAOFANGJIEDUAN,TUANDUIYUANBENJIHUARANGYEZHULAISHIDIKANFANG,DANYINWEIYIQINGZUGE,MEIYOUKEHUNENGLAIYANFANG,ZHINENGTONGGUOXIANSHANGDADIANHUAHUOFAWEIXIN。YIQINGFANGKONGHUANJINGXIA,KONGJIANSHANGDEZUGERANGYEZHUXINLIYILVZENGJIA。

篮球下注NEIBUYISHIDAO,JINGUANFANGQIZAIJICHUFUWUDESHUZIHUA、ZHINENGHUAJIANSHESHANGYIXIANGDUIWANSHAN,DANSUOYOUDEJISHUBENZHIHAISHIWEIRENFUWU。DUIYUYEZHUERYAN,ZAIZHEIGESHIHOU,TAMENXUYAOYOURENKEYIGOUTONGJIAOLIU,SUISHIJIEDATAMENDERENHEYIHUO。

“DANGSHIWOMENCAIQUDEJIUSHIFEICHANGYUANSHIDEBANFA,RANGKEHUJIAWOMENGUANJIAGERENDEWEIXIN,GUANJIAZAIYAOQINGYIGEGONGCHENGRENYUANJINLAI,ZHEIYANGDESANRENWEIXINQUNRANGKEHUYOULEBEI‘YIDUIYI’DUIDAIDEGANJUE,RENHEGUANYUJIAOFANGJINDUHEZHILIANGWENTISUISHIDOUNENGDEDAOJIEDA。”GAOWEIJIESHAODAO:“CHUCIZHIWAI,WOMENHAIHUIQUGONGDIXIANCHANG,YUKEHUSHIPINDUIHUA,JIKEHUKANFANG。”

JINGGUO2020NIANSHANGBANNIANDEYIQINGXILIZHIHOU,篮球下注JIANGKEHUFUWUJIZHIJINXINGLESHENGJI,TUICHULEHONGXINFUWU2.0BANBEN,JIANGFUWUCHANGJINGFENWEIRENGOU、QIANYUE、DENGDAI、JIAOFU、ANJUWUDALEI,QIZHONGBAOKUO17GEJUTIDEXIFENCHANGJING,ZHENDUIMEIGECHANGJING,篮球下注NEIBUMONIKEHUDEGANSHOU,GENJUFUWUBIAOZHUNPEIBEIXIANGYINGDEFUWURENYUAN。“ZHEIYANGZUOGAIBIANLEFANGQINEIBUYIWANGDANGETIAOXIANDUZIZUOYEDEFANGSHI,JIANGZHENGGEKEFUTIXICHUANLIANLEQILAI,”GAOWEIBIAOSHI。

ZAIGOUTONGQUDAOSHANG,JINNIAN篮球下注ZAIGEXIANGMUTUICHULE“HONGXIAOCHENG”GUANFANGDUIKEGOUTONGQUDAO。JUTAJIESHAO,BUTONGYUCHANGGUIDERENJIDUIHUAMOSHI,“HONGXIAOCHENG”SHIYAOTONGGUOJIANLIYIDUIYIDEJIAOLIUFANGSHI,JIANSHAOKEHUYIWANGJIEJUEWENTISHIXUYAOBODAJILUNDIANHUA、JINGGUODUOCIZHUANJIEDEQINGKUANG,RANGYEZHUTICHUDEWENTINENGGOUDIYISHIJIANDEDAOFANKUI。

LINGWAI,ZHENDUI“HONGXIAOCHENG”DEJIANLI,篮球下注HAIJIANGDUIKEGOUTONGQUDAOJINXINGLEZHONGXINSHULI,JIANLI“LINGXIJIZHI”,JIMANYIDU(BANNIANDUDIANHUAHUIFANG)、JISHIPINGJIA(FUGAIQUANJIEDUANYEZHUTIANXIEWENJUAN)、400HUJIAOZHONGXIN(24hREXIAN)、篮球下注HOMEGONGZHONGHAODENGGEZHONGQUDAOJIFANGSHI,RANGYEZHUGANSHOUDAODAOCONGMAIFANGDAOJUZHUDOUNENGYOUYIGEBUJIANDUANDE、YOUWENDUDEGOUTONGHUDONGFUWU。

“RANGYEZHUYOUQUDAOQUSUSHUO,YUTAMENJIANLIPENGYOUBANDEXINREN,BANGTAMENJIEJUESHIJIWENTI。”SHIJISHANG,篮球下注NEIBUYEFAXIAN,YUESHINENGJIEJUEJIEDIQIDEWENTI,YUESHINENGHUODEDUOSHUYEZHUDEGANZHIHERENKE,BIRUDIANPINGCHETINGFANG、LAJIFENLEI、ZHOUWEISHIGONGRAOMINZHEIYANGDESHIQING。

“HENDUOCHANGJINGHUADEWENTI,BUSHIGAOYITAOSHUZIHUAXITONGJIUNENGJIEJUEDE,SHUZIHUAXITONGGENGDUOXIANGSHIQIYENEIBUDE‘JIASHICANG’,ERKEHUGUANXINDEZESHIZIJIDETIYANHAOBUHAO,TAMENXUYAONEIZHONGGENZHENRENJIAOLIUDETASHIGAN,”GAOWEIZONGJIEDAO。

WEILENENGJIXUJIAQIANGYUYEZHUDEGOUTONGJIAOLIU,JINNIAN篮球下注JIANGKEFUGONGZUOZHONGDIANFANGZAILESHEQUNJIANSHESHANG。JUGAOWEIJIESHAO,MUQIAN篮球下注YIZAIBEIJING、LANGFANG、TUANBO、HUAILAI、XIANGHE、ZHUOZHOU、YICHANG、HAINANBADADIQUKAIZHANSHEQUNZUZHI,GENJUYEZHUMENDEXINGQUAIHAO,ZUJIANLEDUOGEXINGQUFENQUN,HANGAISHICIWENHUA、TIYUYUNDONG、WUDAOHECHANG、JINGJUGUOCUI、QINZIHUODONG、MEISHIPINJIANLEIDENG,GONG24GESHEQUNZUZHI。QIZHONG,LANGFANGLIXIANGLANWANXIANGMUZUJIANDETAIJIQUANSHETUAN、HUAILAIPUTAOJIUXIAOZHENZUJIANDECHUIDIAOSHEQUNJISHIJIDENG,GUANGSHOUYEZHURENKE。

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