Research Of S Institution's Customer System Optimization Design Based On Customer Satisfaction

With the development of a knowledge-based economy,patents have become strategic resources and core competitive factors for enterprise development.The number of patent applications in China continues to increase every year,The Customer Service Center of S is a specialized agency set up by the national patent examination and approval authority to provide public consultation services on patent policy and affairs.In recent years,the amount of consultation has shown a geometric growth.The customer service system as a technical support for customer service has shown more and more problems and can no longer meet the changing customer needs?This article draws on the development status of customer service centers at home and abroad in recent years.Through the study of customer relationship management and process optimization related theories,we proceed from the actual situation of S-unit customer service centers to the composition,functional architecture,and technical framework of customer service systems.Secondly,the current situation of customer service center satisfaction is introduced in detail,and the factors affecting customer service satisfaction are analyzed.Through questionnaire survey,SERVQUAL model is used to establish satisfaction evaluation indicators and a satisfaction evaluation index system is constructed.Each level is calculated using the analytic hierarchy process.Index weights and comprehensive analysis were conducted to find out the key factors affecting customer satisfaction.Finally,using the three-level framework of performance,the process is sorted out from the three levels of organization,process,position,the breakpoints are identified.Based on the satisfaction evaluation system built to analyze customer needs,to improve customer satisfaction,the business processes of the customer service system are optimized,and a specific implementation plan is put forward for the optimized system.After systematic testing and on-line,statistical calculations were performed on various indicators of the optimized system,and compared with the data before optimization.The degree of customer satisfaction was increased from 68.3%to 75.9%,indicating that the optimization was achieved through the optimization of the customer service system.The optimized system not only satisfies the requirements of intelligence,friendliness and efficiency,but also improves the efficiency of the customer service center,improves customer satisfaction,and is conducive to the continuous improvement of customer service.