The Research And Implement Of Zhejiang Mobile Customer Service System

In the fierce market competition, the key to make the company more competetive is to establish and maintain good relations with customers and get more important customer resources in market. today, more and more enterprises are focus on improving the customer service, one of the most important issue that the enterprises faced with is on how to improve customer service quality, hence, the base tool platform customer service——a customer service system (in short, the customer service system and the majestis are the same) appears. In recent years, China Mobile has developed rapidly, its' customer service system has been unable to meet the needs of the market changing, the establishment and operations of the centralized customer service system becomes more and more important.In this essay, we firstly made a research and summary in both domestic and foreign operators in customer service system. They both advanced in the business support, getting details in subscribers' data, service details and subscribers' relationship management. Based on their advancement, we proposed our service system establishment idea. Secondly, we analized the recent zhejiang mobile customer service system, and pointed out some faults in system function supporting and service supporting according to the market trend, which mainly in system stability fault acception performance, data in details, service support and business obturating management. In the essay, we emphases optimized the above disadvantages, and submit the solution for zhejiang Mobile customer service system in main system function and business function parts by analizing and study the actual needs of them. Finally, we made an evaluation of the new customer service system effect.