A Study On Customer Service Quality Optimization Of GT Big Data Company

With the rapid development of Internet technology,enterprises in industries are making digital transformation,using data and technology to maximize the value of their company.Data and technology are the means but customer service is the core competitiveness in the Internet industry.GT big data company is focusing on data sources and technical capabilities with its technical background but ignores the impact and value of customer service.Therefore,this paper hopes to provide some guidance for GT company’s improvement in customer service.This study is based on the topic of "GT big data company customer service quality optimization research".To better understand the core problems of GT company customer service,we arranged in-depth interviews with key customers.Analysing and refining to design a questionnaire helps us to deeply explore the cause and effect of GT company service quality in order to find out our method to improve CRM capability.Based on Christian Gr?nroos’ s customer service theoretical framework(technology and functional quality model),referring to the customer service mode of our competitors,five strategies to improve customer service quality are designed.First of all,research on market and customer segmentation and create more high value products and data solution according to the customer characteristics.Secondly,develop customer insight system,use tools and information templates to enhance the ability of identifying customers profile and their needs.Optimize corresponding sales strategies for different customer types,build key account service team to improve high value customers service experience.At the same time,clear responsibilities of all roles,strengthen sales training enhance the professional and data security awareness.Establish uniform standards for external communication and coordinate responsibility for internal communications.Record the details about customer information and their preferences on CRM platform.Make a new customer service strategic planning process to establish and maintain good customer relationships.Finally,formulate a more safe and efficient operation and product delivery inspection procedure,specially under Personal Information Protection Law of the People’s Republic of China,to deliver a safe and effective service and data product.