A Study On Customer Service Supporting Platforms Based On Platform Theory

In the high competitive customer service market, enterprises are in urgent need of customer service platform based on scientific theory. As a scientific method based on the system theory, platform theory is both researched theoretically and successfully applied into many fields during the last decades of years. This thesis tries to introduce the platform theory into the customer service information system of enterprises. The purpose of this study is to help enterprises to provide flexible, effective and low cost service by appropriate distribution of resources and the optimization of service procedures with the aids of the customer service supporting platform, thus, make it possible for enterprises to get advantages in the market. First, researches on customer service supporting technology and researches on platform theory are reviewed. The core concept, basic theory and the extended researches are systematically summarized using real cases. Then, the thesis analyzes the necessity and probability of the introduction of the platform theory into customer service, and the enterprises'requirements on customer service information systems is analyzed. The thesis then proposed the concept of customer service supporting platform and the general principle of it. A multi-tiered customer service supporting platform model with the horizontal tiers including function, information and IT tier, and vertical tiers including elementary, intermediate and core tier based on the principle is designed. The structure, function and workflow of various tier are also demonstrated in detail. Finally, the thesis discusses the construction, upgrade and the application mode of the platform in enterprises in detail based on the focal point-customer service.