Discussion On Optimization Of Customer Service Process In A Company

At present,with the rise of Internet Plus,companies have introduced the Internet with mobile communications and other technologies to integrate enterprise information,and adjust the enterprise management process to improve business efficiency and customer satisfaction.However,some domestic enterprises are indifferent to the changes in consumption and customer needs in the Internet era,It was like giving up the opportunity to upgrade business.The optimization and innovation of customer service management is the key to the transformation and upgrading of traditional business.But some of the enterprise customer service management still remains in the low-level,simplistic traditional state.Traditional paper delivery model is the main method of information flow in customer service process.The staff and team customer service quality information,customer satisfaction information exchange is not in time,and the authenticity of information cannot be verified.Any uncontrollability in enterprise customer service management process can easily lead to the loss of customers.Once companies lose their customers,they will lose the foundation of survival.Therefore,enterprises must pay attention to the use of Internet plus technology to enhance customer service management,and improve customer service quality.Providing customers a thoughtful service is an important strategy for enterprise development.Strengthening the study of customer service process optimization has important significance to modern enterprise.This paper takes A natural gas company as a research object.A company,as a local monopoly gas company,the scale developed gradually as urban areas enlarged.However,with the opening of the market,private enterprises,Hong Kong and even foreign-funded enterprises gradually enter,A company's monopoly advantage will disappear,and the problems will continue to be exposed in A company's business process.The paper analyze the customer service process in detail,finds out the existing problems,combines the process management theory and the current “Internet Plus” technology,and puts forward the suggestions of customer service process optimization.The framework of the paper is five parts.The first part of the article elaborated the research background and the significance of the study,as well as the research methods used in this paper.The second part introduces the customer service and process optimization related theories,including customer service,process optimization concepts and methods.In the third part,we find out the problems of customer service of A gas company by questionnaire and list the key processes,sort the optimization urgency,and find out the process that needs to be optimized,and analyze it in detail.The fourth part discusses the path and measures of customer service process optimization,mainly through the introduction of customer information system,optimize customer service process,improve work efficiency and customer satisfaction.The fifth part puts forward the countermeasures and suggestions on perfecting the process optimization system of Company A,including establishing the corresponding system,carrying out personnel training,setting up effective performance appraisal system,adjusting the organizational structure of the company,maintaining the maintenance operation of the information platform later and develop a fast quotation scheme.Finally,the paper summarizes the future and puts forward the prospect and continuous improvement of the future developmentThe features and contribution in this paper is to find out the key influencing factors and core sub-processes of customer service process through interviews with operators and company leaders,written research.etc.Then use the questionnaire survey method to collect customer satisfaction data.The information gathered in this process ensures that the customer service process is optimized accurately and scientifically.And then combine the new idea “Internet Plus” to optimize customer service processes,and introduce the customer information systems(CIS),to enhance customer service efficiency and quality.The research value of this paper is based on the reality of the enterprise,and the proposed process optimization method is specific and operable,which has certain theoretical reference value and practical significance.We hope to improve customer satisfaction and work efficiency for Company A,so that we can provide decision-making basis for enterprises in the market competition to maintain the advantages and sustainable development.At the same time,we expect to provide reference for the peer company to improve customer service process,and provide ideas and inspiration for research about customer service process management.Due to the lack of theoretical knowledge and experience of the author,and the research time and conditions are limited,this paper only discusses the case of Company A,and then,with the implementation of optimization in A company and the maturity of information technology,the author will continue to improve as result changes.