Research On Integration Customer Service System In IT Group Enterprise

The national "Internet +" strategy,to promote the IT industry once again leap development,also makes the IT group enterprise gradually intensive and meticulous,high quality and efficient service is becoming one of the key factors of modern enterprise survival and sustainable development and growth continue,accelerate the centralized and large-scale customer service and intelligent development.In order to win market opportunities,information service providers will provide customers with adequate consulting services to meet customer needs,to help customers standardize management and improve efficiency,and provide comprehensive after-sales service.How to form a sensitive response mechanism and effective customer service system for the market customers has become an important issue.This paper mainly analyzes the current situation and demand based on arranging customer service IT group enterprise,referring to the development of the practice at home and abroad,with a better user experience,better customer service ideas,research the design of IT group enterprise integrated customer service top construction,effectively guide the customer service system,the centralized management of technical support and product sales customer service service,centralized management and control of service quality,showcase the service image,improve service quality and corporate image.Gradually build the whole group of the whole business,all-weather,intensive,standardized,professional integration of large customer service system.According to the top-level structure of customer service in IT group,this paper takes A group as an example to carry out customer service research.The customer service system includes operation mode,business framework,service directory and guarantee system.The operation mode focuses on the personnel organization,workflow and post setting of integrated customer service work.The business structure has focused on the business scope,business content,business process,functional requirements and functional distribution of integrated customer service.The service catalog combs the content,service flow and service standard of the information communication customer service,and forms the customer service directory standard.At the same time,the customer service system related customer service team,system,support platform,evaluation and assessment are detailed design.It has promoted the standardization of A group's business,improved management efficiency,and realized centralized and integrated operation mode of customer service.