Xi Nians group strategy smart platform: comprehensively upgrading personal business service capability

category:Internet
 Xi Nians group strategy smart platform: comprehensively upgrading personal business service capability


The group strategy platform is one of the functional infrastructure which takes the lead in landing under the brand concept of good character + good product of Xi Nian. The platform uses artificial intelligence and big data technology and advanced AI intelligence to enable individual businesses to serve customers independently, and provides an intelligent service platform integrating customer development, service support, customer management and knowledge reserve for individual operators.

Let every user one-stop synchronous professional customer service ability, fool application professional skills. It is the long-term goal of Xinian group strategy platform to achieve customer satisfaction, provide customers with high-quality experience and enhance customer stickiness, so as to quickly enter the mature operation period. At present, Xinian group strategy platform will be open to all jewelry consultants under Xinian.

Practical experience + intelligent recommendation makes efficient service within reach

In the years of practice, we found that the trust link between people is the premise to achieve business goals and make customers get more than expected experience. Under this premise, effective improvement of service quality and customer satisfaction is the key guidance, and the most effective method is to promote service individuals to acquire these skills as soon as possible and immerse themselves in the perfect service environment. Therefore, linking individual wisdom internally and shaping knowledge environment; linking individual value externally and shaping practice environment have become the two cores of group policy platform.

Among them, the construction of service capacity enhancement as the goal of the content platform, namely internal link core. Content co creation is the soul of internal link. Through the incentive mechanism, we can stimulate the internal participants to share the power, release the service experience, product materials and related materials, so as to build a sharing loop of collective wisdom and efforts in the content end, maximize the role of people, and efficiently build a large number of high-quality and high-value content materials for direct application by participants.

At the same time, the key of the other core is intelligent application. Through big data, the platform carries out intelligent tagging storage for each users customers, matches the communication stage of customers, and pushes the most appropriate demand solutions in the content repository for users to use in time, and can diagnose current customer service problems for each user through intelligent feedback mechanism, Early warning. In order to solve the problem that non senior users can not scientifically carry out user labeling classification, material generation, customer maintenance and other core work, all contents can be pushed by intelligent system according to scenarios, requirements and levels, to complete customer maintenance of different portraits, and achieve the goal of releasing external value and linking high-value customers.

Based on the actual situation and focusing on the first-line application is the outstanding performance of the actual combat ability of Xinian group strategy platform. In product planning, xinian focuses on cutting-edge service concept and systematically summarizes the whole life cycle of customers.

At present, the group policy platform is connected with the two major shopping malls of Xinian. When customers enter the mall, they can bind according to the customer management function, comprehensively grasp the source, transaction track and transaction stage of a single customer, give them specific identities in the group policy platform, and turn each customer into a VIP that can be independently served, so as to build a foundation for continuous customized services in the future.

At the same time, it uses the intelligent data warehouse to draw user portraits, in-depth algorithm analysis, outlines the sketch of similar customers, and transmits the data part to the salesaid function to achieve multi-level matching: for example, it can recommend products according to the users age and gender, automatically remind customers before their birthday and other anniversaries, and recommend different materials for users according to their occupation, Help to complete efficient customer docking and long-term maintenance, timely provide accurate solutions for customers, and achieve win-win with customers.

In the group policy platform, the original xntracking function is implanted to intelligently split all processes and complete the splitting of all links from initial communication to completion of purchase. Users can see the different stages of all their customers and determine the accuracy maintenance and service strategy for customers. According to different customers, the automatic recommendation mechanism matches the important materials in each stage for users, so that users can make the most suitable service mode according to the proven effective materials.

Massive repository of knowledge resources: training senior service providers

To reserve materials and apply them efficiently is the key problem in the content strategy of group policy. To ensure that all materials are effective, the platform has a material library jump mechanism, and the materials that are used more and bring the highest income will be promoted to the high-quality exposure position for users to choose from. It not only solves the problem of unable to focus on the use of high-quality materials under the massive amount of materials, but also gives the internal users of the community the impetus to actively display, and completes the overall process of content supply - content use.

Group policy platform not only provides service practice ability, but also devotes itself to training users to be excellent service providers: in order to achieve this goal, group policy integrates advanced online education concept and provides various courses to enhance service ability. In the course output, the group policy aims at adults learning habits and adopts the game way to design the learning process, which makes the knowledge reserve visible, and stimulates the learning desire and knowledge absorption efficiency of users.

In learning, another major feature of the group policy platform is the design of segmented teaching. Different from the traditional courses, the training for practitioners is not only based on the dual oriented integration of theory and practice, but also coordinated with the practitioners actual income, customer service ability and enterprise management control. In the design of segmented teaching, the group policy platform judges the required courses according to the users basic ability, and classifies them according to the degree of difficulty. Different levels correspond to independent business levels, and each business level can be licensed to provide different products and services for customers, so as to ensure that each user can learn and business one by one, so as to achieve stable and stable operation, In each level, we can fully face the needs of customers and reduce the negative unexpected situations such as customer complaints. After passing the exam, you can further learn the next level, step by step, open more content, and become a better customer service person. Source: editor in charge of mass news: Chen Tiqiang_ NB6485

In learning, another major feature of the group policy platform is the design of segmented teaching. Different from the traditional courses, the training for practitioners is not only based on the dual oriented integration of theory and practice, but also coordinated with the practitioners actual income, customer service ability and enterprise management control. In the design of segmented teaching, the group policy platform judges the required courses according to the users basic ability, and classifies them according to the degree of difficulty. Different levels correspond to independent business levels, and each business level can be licensed to provide different products and services for customers, so as to ensure that each user can learn and business one by one, so as to achieve stable and stable operation, In each level, we can fully face the needs of customers and reduce the negative unexpected situations such as customer complaints. After passing the exam, you can further learn the next level, step by step, open more content, and become a better customer service person.