Optimization And Upgrading Of "Internet +" Gas Customer Service

In recent years,China's Internet field has developed rapidly.It is accompanied by internet applications such as digital technology,mobile payments and the sharing economy that have changed people's consumption patterns.For traditional enterprises,under the background of "Internet +",how to use the Internet to optimize and upgrade the existing customer service of urban gas enterprises,deep excavation of residents ' customer service needs and customer pain points,optimize the customer experience,increase the development and utilization of customer resources,expand value-added service channels,enhance customer experience and service level,It is an important subject in front of the city gas enterprises.This paper first investigates the current situation of "Internet +" customer service in gas enterprises at home and abroad,analyzes the necessity of optimization and upgrading of customer service,then takes the urban gas enterprises in Beijing as the survey object,carries out the satisfaction survey of customer service of urban gas Enterprises,collects the satisfaction data and information of users on the existing service mode,The problems existing in the status quo of customer service in gas enterprises are summarized.At the same time,the existing service flow of gas enterprises is combed,the payment demand of "Internet +" customer service optimization and upgrading is put forward,the demand of data management,the essential security requirements,the expansion of communication channels and the optimization demand of inspection and repair service,and the basic structure of urban gas "Internet +" customer service platform is designed according to the demand.Transforming the service mode and profit mode,which occupy the most enterprise resources and produce the least economic benefits,combined with the development trend of Internet technology in the future,this paper formulates the optimization and upgrading scheme of customer service in gas enterprises,which will be able to migrate the customer service platform through the problem of mobile Internet,and initially complete the basic function of customer service client.It provides technical support for 7*24-hour gas customer service in urban gas enterprises.Urban gas enterprises should deeply excavate residents ' customer service needs and customer pain points,use "Internet +" to enhance the service experience,upgrade and optimize customer service mode,increase the development and utilization of user resources,realize the line of traditional gas business,expand value-added service channels,provide users with one-stop,systematic solutions and value-added services,Improve user experience and service levels.Realize the transformation from the production operation Enterprise to the integrated service provider,from the traditional offline entity operation to the online specialized service platform,from the basic traditional service to the value-added innovation service.In addition to increasing the economic efficiency of enterprises at the same time,to provide the greatest degree of convenience services,while giving full play to the socialresponsibility of enterprises,driving the innovation and development of the entire gas industry.