| With the rapid development of economy, the market main body has gradually turned to the buyer by the seller market, who can maintain good relationship with customers, who can grasp the needs of customers, who can occupy a place in a competitive market environment. Nowadays, many large companies invest a lot of manpower and material resources is committed to providing customers with comprehensive and diverse services, customer service has become a important part of the company development strategy.As domestic several large telecom company, has long attached great importance to customer service work, but in recent years, China’s telecom industry present a geometric growth, company’s existing customer service system already cannot satisfy the changing operations and customer requirements. Therefore, this paper embarks from the company’s actual situation, through the analysis and study of existing customer service system, designed and implemented a new comprehensive customer service system. The system can not only effectively reduce operating costs, improve service quality, more can help the company marketing plan, establish a good brand image.This paper main research work include:first, through the study of the concept of knowledge about customer service system, together with the present situation of company, design a set of new customer service system; Secondly, based on the reference of the original system, the new system architecture, function module deployment, system interface design and so on has made the detailed analysis and research; Again, the use of advanced communication technology, computer technology and Internet technology, the integrated customer service system from software applications, hardware configuration, data storage, network transmission and so on several aspects respectively to implement; Finally, the paper summarizes the overall design and implementation work, points out the deficiency existing in the system, and made the outlook for the future research work. |
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