| In recent years,with the rapid development of mobile Internet,public service institution s and enterprises will be more and more service channels from the original entity business channels gradually shifted to online service channels,remote electronic service channels become more and more important in business services and business window in the Internet era.Shenzhen Power Supply Bureau as the customer satisfaction service star enterprise,in recent years in the remote electronic service channels to make some efforts,however,the user experience of how,whether the existing electronic servic e channels has been able to meet the needs of users,what need to improve the place,this is the need to go through the scientif ic product experience before we can get the answer.At present,Shenzhen Power Supply Bureau Service channel contains its own c hannels and third channels,mainly to undertake the business of its own channels,its own channels which contain entities under the line channels and remote online channels,including We Chat office,online business hall,APP hall and 95598 hot line.Because of the difference of channel characteristics,customer habits,especially electronic service channels in recent years to develop,is not familiar with the company before,the management function and the customer to coordinate various channels experience c hallenges,therefore,this paper first introduces the characteristics of service channels especially public service electronic channels and the related literature of power supply enterprises and enterprise best practices,then based on the analysis of the internal and external environment of service channel management company,for each electronic channels currently carry out the research and analysis,and then for the research found in the design for electronic channels to enhance the company’s initiat ives to improve customer experience and management of pain.The paper suggests that effective channel construction measures,guidance and transfer strategies can be concluded through investigation and analysis of the problems of electronic channel operation and customer experience,and ultimately achieve the purpose of diverting customers to electronic service channels.This paper provides a survey data and analysis for first-line management of electronic channels of power grid enterprises and theoretical research,the mining of electronic channels using user preference and experience evaluation,provide a reference for the electronic channel management of the enterprise and related industries. |
