Design And Implementation Of Customer Service Quality Inspection System For Network Car Hire

With the concept of "Internet +",the traditional service industry inevitably joins this wave.In order to better meet the diversified travel needs of the public and promote the integration of the taxi industry and the Internet,the "Internet + Taxi" service came into being.From open the phone,start an order,to customer service are relying on the mobile Internet.Among them,the user and the platform of communication channels and ways more widely,network about the car's customer service has been limited to the phone into the line,but the hotline,online Q & A and intelligent robot to provide.Therefore,in order to ensure customer service throughout the entire process and to dig deep into potential business issues,effective testing of customer service and service quality is required.The project is based on the actual situation as the background,for the net about customer service model-hotline and online Q & A,combined with the actual situation of the industry's customer service quality control-inefficient manual manual sampling can not meet the growing business needs As well as the existing quality of sampling after another,designed and implemented a relatively perfect customer service quality testing system.This paper focuses on the following work: familiar with the business needs of quality inspection,product design after demand analysis,part of the front-page development,and ultimately achieved customer service center voice acquisition,sampling and assessment standards management,quality inspection process,ratings,feedback,Quality complaints,the results released and other integrated features.System main users include: quality inspector,review staff,managers.The main modules of the system include quality inspection workbench,rework inspection workbench,quality inspection report,authority configuration and artificial intelligence quality inspection.Through the system of customer service to conduct a comprehensive inspection of the quality of service to ensure a high level of customer service,improve quality inspection accuracy,coverage and efficiency,and effectively understand the customer's letter of intent,timely Mining existing business and service issues,but also reduce operating costs.At present,the system has been put into use,effectively improving the efficiency of the department,bringing intuitive economic benefits to the enterprise.