Customer Service Management And Customer Satisfaction Of Huasheng B2B E-Commerce Platform

Along with the global economy integration process, and the rapid development of Internet and the wide application of electronic commerce, as a new business model, is a qualitative change, it has become the future development in China and around the world and it is an inevitable trend. The purpose will provide perfect customer service as its goal, and product homogeneity, customer service and began to appear homogeneity tendency. But with the domestic B2B e-commerce platform to improve the overall level of customer service, customer expectations of further improving the service, service competition.This article reviews the customer service, customer satisfaction, the theory of e-commerce platform, introduction of the HS B2B e-commerce platform, HS B2B e-commerce platform for customer classification has been studied, the HS B2B e-commerce platform for existing customers divided into the chain of retail customers, large customers and small and medium sized suppliers of customers. HS-depth analysis of B2B e-commerce platform of customer service organizations, and analyzes the characteristics of different types of customers and customer service processes. HS proposed customer service quality gap model to analyze the HS B2B e-commerce platform customer service gaps, and proposed measures to improve customer service. Finally, we discuss HS B2B e-commerce platform, customer satisfaction assessment, and the 2010 HS B2B e-commerce platform customer satisfaction was assessed, based on assessment results corresponding improvement measures proposed. The results of this study on B2B e-commerce platform to enhance the company's HS customer service management and customer satisfaction a valuable reference.