Internet-Based Customer Service System

The development of Internet and mobile Internet has brought changes to people’s preference for the use of terminal and communication channels. It also completely changed the interaction and communication way between customers and companies. The service channels transferred from physical stores, telephone hotlines to self-service terminals, computers, and even mobile phones or other intelligent mobile devices. Customers hope to conveniently communication with companies. As internet is the first choice of interoperability tools, it has become one of the main channels for companies to communicate with customers and to provide services to customers. In order to meet the changes of customer structure and the business scale, companies need to transform the interaction mechanisms and channels between companies and customer, Guided by the demands of users,companies should build a comprehensive, three-dimensional Internet-based customer service system, improve service quality of Internet-based channels, thereby increasing customer satisfaction and loyalty, enhance the profitability of the business.This article systematically elaborateds the theoretical researches on customer service system, found that the current domestic and international research on customer service system is not yet mature, and there is no uniform accepted conclusion. Research on Internet-based customer service system basically empty, so the research of Internet-based customer service system has important theoretical and practical significance.On the basis of analyzing the current development Status of customer service system in our country, combined with the evolution of customer service needs, this article summarized three development stages of service channels:Physics service channels, Electronic channels and Internet services channels; This article also summarized Five service platform:Help service platform, Self-service platform, Mutual service platform, Innovative social media integrated services platform and other service platform. Then the article respectively introduced five service platforms’s concept and platform function, designed customer service system models of each service platform, offered key performance indicators and development proposals.Five service platform for Internet service channels were designed to build customer service system model, a critical assessment indicators system model and development proposals. Finally, the Internet-based planning objectives customer service system. Finally, the paper brings forward the planning objectives of Internet-based customer service system.