Netease strategy upgrade, customer service market resurrection situation

Introduction: NetEase's Beijing conference broke new hot spots soon after its close. NetEase Seven Fish (Cloud Customer Service) announced its formal launch. The online customer service field with 100 billion market will usher in new changes. Let's wait and see!

Yan Liang, head of the conference, stated that cloud services are one of NetEase's most important strategic plans in 2016, and that NetEase will train new growth poles in the future. Netease Seven Fish is committed to changing the traditional customer service industry and will help companies build a smart, rich, multi-channel access customer service system on the basis of cloud computing. In the near future, you may not be able to tell whether the customer service you chat with is a human or an intelligent robot.

With the popularity of smart phones, customers are more inclined to use mobile clients to obtain services, and future customer service requests are gradually developing in this direction. The launch of NetEase Seven Fish is moving in this direction, trying to change the customer service industry from the three dimensions of customer service positioning, customer service operations and service methods. Big data can help the market to carry out active marketing, precision operations, and increase the repurchase rate. Through NetEase's data reporting of seven fishes, companies can analyze users and continuously accumulate user information to achieve user portraits, to market or sales. reference. The more ambitious plan of Netease is to make the customer service department away from the traditional industry blindly increase the status quo of the cost, to achieve the goal of income-generating enterprises, can really bring revenue to the company.

More than 17 data reports provided by NetEase Seven Fish help companies to monitor customer service site status in real time, understand product issues, and facilitate customer service performance evaluation. In addition, its work order system can solve the problem of work collaboration within the enterprise and enable enterprise customer service from the traditional The tedious Excel spreadsheet is freed up to improve work efficiency. At the same time, Netease Seven Fish brought together customer service channels such as Web, App, WeChat public account, and telephone to a unified online communication platform so that customer service can answer multi-party customer consultations anytime and anywhere, thereby changing the traditional customer service model that relies solely on call centers. To achieve the purpose of service change.

The advent of the cloud era is quietly changing the lifestyle and habits of modern people. Customer management should also adapt to this trend. From "wild growth" to "fine operation," the launch of Netease's seven fishes will undoubtedly provide new areas for customer service. Opportunity.