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                  互聯網時代城市交通一卡通客戶服務模式創新

                  職稱驛站所屬分類:交通運輸論文發布時間:2019-07-02 10:04:35瀏覽:1

                  隨著企業經營理念的進步,服務競爭逐步取代產品競爭,交通一卡通企業對客戶服務的重視度也越來越高。但在傳統的客服中,由于溝通渠道單一、落后,導致客戶服務滿意度下降,客戶投訴率不斷增加

                     隨著企業經營理念的進步,服務競爭逐步取代產品競爭,交通一卡通企業對客戶服務的重視度也越來越高。但在傳統的客服中,由于溝通渠道單一、落后,導致客戶服務滿意度下降,客戶投訴率不斷增加,客戶服務工作壓力和挑戰日益增大。如何從傳統產業向現代服務業轉型,拓展服務范圍,借助移動互聯網+工具和思維,搭建科學、合理、有效的互聯網客戶服務體系,為用戶提供互聯網服務,成為城市交通一卡通服務企業普遍面臨的挑戰。

                  交通運輸研究

                    《交通運輸研究》(雙月刊)創刊于1976年,是由中華人民共和國交通運輸部主管、交通運輸部科學研究院主辦、交通運輸科技傳媒(北京)有限公司出版的國家級學術期刊,1973年創刊,國內外公開發行(國際標準刊號:ISSN1002-4786),在首屆建設行業優秀期刊評選活動中榮獲一等獎,為首批CAJ-CD執行規范優秀期刊,已被中國學術期刊綜合評價數據庫(CAJCED)、中國知識資源總庫(CNKI)、維普中文科技期刊數據庫、萬方數據庫等全文收錄。

                    1 研究背景

                    互聯網正在滲透到社會生產和生活的方方面面,其創新成果深度融合于經濟社會各領域,在生產要素配置的優化和集成中不斷地發揮著作用。在互聯網時代下,企業應如何擁抱互聯網,以互聯網思維去推進客戶服務的開展,完善客服體系,這是擺在交通行業面臨轉型過程中的一項重要內容。

                    在互聯網和電子商務的加速發展的背景下,公共交通領域基礎設施和配套服務不斷完善,公共交通一卡通實現了多功能、跨行業、跨領域的應用,交通一卡通企業需充分借助互聯網新技術推動和變革傳統的客戶服務模式,建立智能化的知識庫基礎數據支撐平臺,實現信息檢索查詢便捷化,并通過采用大數據和AI(Artificial Intelligence ,人工智能)技術建設精準的智能客服系統,構建“互聯網,客服”平臺改變傳統客戶服務業務模式。

                    2 需求分析

                    隨著城市交通一卡通業務的不斷發展,覆蓋區域和服務人群持續增加,日益上升的業務量對傳統客服體系形成了一定的挑戰,特別是進入互聯網時代,原有的客戶服務系統逐漸不適應時代的發展要求,客服模式形成了一些變化特點,經研究歸納,主要有以下幾點:

                    第一,客服異地化。以嶺南通為例,目前在廣東省內基本實現一卡通互聯互通,但由于各城市一卡通主體業務不同,仍一直存在客戶服務處理異地化的問題,使得用戶不得不返回發行屬地才能處理票卡的客戶服務,缺乏人性化。

                    第二,客服不統一。由于各城市一卡通發展水平差異,導致線上線下客服資源、服務能力不同,造成差異化的客戶服務體驗。

                    第三,客服平臺單一。現有的城市一卡通客服運營平臺單一,主要面向出現故障的實體卡用戶,雖然在功能上基本滿足主營業務的要求,但缺乏在互聯網環境下的靈活性、高效性及便捷性。

                    第四,客服渠道多樣化。隨著一卡通互聯網業務的發展,客服渠道接入方式隨之增多,網頁、微信、微博、APP等多渠道的開通對客服人員的業務能力有了更高的要求。

                    隨著“互聯網,”行動計劃上升為國家戰略,“互聯網,”也為交通行業帶來了新的變革,交通行業迫切需要從傳統產業向現代服務業轉型,交通電子支付行業已不能再固守傳統交通支付領域,需借力互聯網思維,以互聯網新興技術為依托大力發展智慧交通支付產業,利用大數據技術推動交通信息化服務,實現新跨越,開啟智慧交通新時代。

                    3 構建“互聯網,”客戶服務新模式

                    3.1 建立客戶互動O2O 新渠道,及時更新客戶服務新需求

                    充分利用移動客戶端,如微信公眾號、微博、APP等與客戶進行互動,及時了解和更新客戶服務的需求,同時配合線下設立的客服中心對客戶進行回訪,充分挖掘客戶的潛在需求,進而提升客戶滿意度和企業品牌忠誠度。

                    3.2 創建定制化服務新模式,按需求設置服務內容

                    在“互聯網,”時代,可以在線上線下相結合,適用定制化的服務模式,根據了解的客戶需求設定服務方式,便于滿足客戶差異化的服務需求。通過與客戶溝通,獲得客戶真實的需求,進而為其設計個性化服務方案,滿足其差異化需求,獲得客戶滿意度。

                    3.3 邀請客戶參與設計客戶服務流程,提升客戶體驗

                    互聯網的時代是“用戶為王”的時代,用戶成為了企業的核心資源,擁有用戶即擁有市場。因此,設計新的客服模式,必須從用戶需求出發,通過用戶參與不斷完善行業客戶服務內容。

                    4 新客服運營模式分析

                    4.1 整合城市一卡通客服模式,培養專業客服崗位及人員

                    以廣東嶺南通為例,通過優化整合各地市客服模式和服務資源,制定統一對外的客戶服務管理規范,進一步地落實“一卡在手,全省通行”的目標,最大限度地為用戶提供無差異化的標準服務。

                    4.2 研發智能化線上服務平臺(WEB),提升客戶服務能力

                    通過建設線上客戶服務平臺,采用智能化客服技術解決大量常規的咨詢服務,從而解放客服人員的重復性工作,將釋放更多時間為客戶提供差異化服務,為客戶創造高品質的服務價值。線上服務平臺能為客戶提供實時在線問題解答、信息查詢、客戶工單處理進度以及客戶建議、滿意度調查等,極大地節省了客服成本,提升了客服效率和服務滿意度,為用戶帶來全新的客服體驗。

                    4.3 打造移動終端客服,實現“隨時隨地”服務

                    便攜、可移動、操作便捷等特性使得手機終端得以被廣泛普及使用,改變了人們出行、購物、工作、溝通交流方式。移動端的圖文、語音及視頻等溝通方式成為了人們日常交流溝通的主流模式。因此,在新的時代下,在客戶服務溝通交流中,充分發揮APP、微信等平臺特色,打造“指尖”上的客服系統,實現圖文、語音、視頻溝通互動,改變傳統依靠電話語音單一的溝通方式,有利于構建輕松、及時、多樣化的服務環境,為客戶提供隨時隨地的服務。

                    5 結 語

                    隨著“互聯網,”時代的來臨,消費者市場的信息接收渠道、消費方式、支付方式出現了日新月異的變化。因而,交通一卡通行業客戶對服務內容、方式等也必然呈現出更多個性化、差異化的需求。“以人為核心”的互聯網思維,成為一種新的商業智慧,互聯網時代下的客戶服務也需要互聯網思維作為指導思想推動模式轉型。

                  《互聯網時代城市交通一卡通客戶服務模式創新》
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