Research On The Application Design Of Wechat Guide Customer Service Program

Traditional tourist guide customer service mainly relies on manual methods,which not only has high human cost,but also has relatively limited resources,so it is difficult to fully respond to the needs of tourists at night and peak.In addition,under the impact of the new coronavirus epidemic,the customer service of the artificial tour guide is facing more severe challenges.Because of the fear of the possible infection caused by the concentrated tour guide,most of the domestic scenic spots are forced to be closed.In view of the above difficulties,this paper gives a tour guide customer service system scheme and functional framework,carries out demand analysis,designs wechat customer service interactive interface,and develops a tour guide customer service small program prototype in scenic spots,in order to alleviate the tour guide customer service pressure in peak season,improve the user experience and reduce the operation cost of enterprise customer service.The research work of this paper mainly includes:(1)Summary of background significance.This paper discusses the current situation of the tourism industry and the industry demand under the impact of the epidemic situation.Based on the current situation at home and abroad,it puts forward the value and necessity of introducing wechat customer service applet into the tourism industry,and gives the technical route.(2)The key concepts and basic theories are discussed and analyzed.Firstly,the paper discusses the key concepts of "wechat app",and then expounds the theory of consumer demand,the theory of service quality management and the theory of user experience combined with the analysis of tourism customer service.(3)This paper analyzes the needs of wechat guide customer service program.This paper describes the basic business function requirements of guide customer service for the We Chat small program,expansion business function requirements,as well as the requirements for easy operation and beautiful interface,and carries out a simple functional requirements investigation and analysis.On this basis,a simple version of the We Chat small program interface is designed for Scenic Guide customer service.(4)A questionnaire survey of guide customer service procedures was carried out.The paper discusses the significance of the questionnaire survey,then designs the questionnaire survey,and analyzes the survey data through SPSS software.The analysis results show that the wechat program of guide customer service in this paper reaches a good level of satisfaction,and satisfying customer needs has a significant positive impact on improving satisfaction.(5)The prototype of guide customer service program is designed.On the basis of functional requirements and interface design evaluation,this paper designs a prototype of wechat guide customer service program.In this paper,the functional requirements analysis and interface design evaluation of wechat guide customer service applet are carried out,and the design of wechat applet is preliminarily completed.The work of this paper is of great significance to promote the digitalization and informatization of tourism customer service.