Research On Business Strategy Of B Company's Omni-channel Intelligent Cloud Customer Service Platform

In the context of cloud communication,Internet plus and big data,the demand for cloud customer service has presented a blowout trend.Cloud customer service has also been a hot spot of venture capital investment.Since 2013,it has entered a rapid development track.With the popularization and application of AI technology,customer service robots have been recognized by more and more customers.The smart channel cloud customer service platform has become a rigid demand for enterprises.With the help of capital,the head enterprises of cloud customer service are forming rapidly,and the market competition is very fierce.The major strategic problems faced by the start-up cloud customer service enterprises are how to build competitive advantage,clear market positioning and what kind of competitive strategy to adopt.Under the background of mass entrepreneurship and mass innovation,with the help of open source technology,cloud customer service enterprises continue to emerge,so it is of great practical significance to study how start-up cloud customer service enterprises make strategic choices in the new situation.This paper takes company B as the research object,and studies how company B chooses business strategy and establishes competitive advantage in the new situation.At the beginning of this paper,the macro environment,the political environment,the economic environment,the social environment and the technical environment of cloud customer service are analyzed in detail,and the new development trend of cloud customer service is summarized;secondly,the industry competition situation is analyzed,and the competition of cloud customer service industry is summarized by analyzing the threat of alternative products,the threat of potential entrants,the bargaining power of suppliers,and the bargaining power of buyers Situation;analyze the internal environment of company B again,and analyze the internal resources and capabilities of company B in detail;finally,use SWOT analysis method to summarize the new business strategy of company B's Omni channel Intelligent Cloud customer service platform by analyzing advantages,disadvantages,potential opportunities and external threats.The research conclusions are as follows: 1)Company B's external environment has both opportunities and threats.Company B has mastered the core technology of cloud customer service,is familiar with the needs of cloud customer service products in the industry,is familiar with the situation of competitors,and has recruited and trained competitive product and project delivery teams.The cloud customer service industry chain resource integration ability is strong;2)through the analysis of internal and external environment,company B has the option of deep cultivation Insurance and automobile industry market segments,Guangdong regional market segments,cloud seat ecological market segments;3)business strategy adopts cost leading strategy.The conclusion of this study can help company B or other start-up cloud customer service enterprises to adapt to the competition and development in the new situation.