Mobile Traffic SMS, you hold live?

Guide: In the 2G era, a large number of personalized packages, a good encouragement of China Mobile development, but now, the environment has quietly changed: the complexity of the charges has been a customer complaints, the outside world to blame China Mobile for a reason. Extremes, if China Mobile determined not to reduce the complexity of tariffs, customer service staff How to improve the content of the reminder and the form of expression, it can not solve the problem from the root.

A few days ago, someone presented an example of a customer traffic query to the leaders at the Business Support Conference:

When the customer receives a reminder of the flow of SMS: "Respected customers: As of February 8 16, your monthly package flow usage: You have used domestic 2g/3g flow of 259.21M, the remaining flow of 1788.79M; you have used domestic 2/3/4g traffic 30.00M, remaining 0.00M; In the Province 4 G already uses the flow 287.38M, the remaining 15472.62M; the province 2/3/4g Fusion traffic used 0.00M, remaining 100.00M; The above information is for reference only, specific to detailed list. "There are customers who comment on the :" This is simply challenging the limits of human understanding. The

If it's you, can you read it?

What is this all about?

This is because, an ordinary customer, ordered three not conflicting packages: One is the business package, including domestic 2/3/4g flow, and this package of preferential activities donated 12 months of 2/3/4g flow and the province of 4 G flow; one is the domestic 2g/3g flow stack package; The last one is a 4G trial package, giving a 2-month experience flow.

In the face of such a complex tariff system, China Mobile showed a strong combat effectiveness-the Support department replied: "I can achieve", and the Customer service department replied: "I can explain."

In the Business Support view: The content of the reminder is the Customer service department provided the template; The user ordered three business packages, complete compliance; The billing system makes an accurate deduction for the customer's communication behavior according to the rules established by the business unit, and calculates the balance of the different accounts for customer inquiries or triggers reminders.

Even in the billing system, the case is not complicated: it's just a simple distinction between wireless networks and two dimensions of geography.

From the current requirements and capacity-building requirements, in the future, may need to distinguish between busy time and leisure, flow management, as well as the flow of traffic, and other new billing requirements.

Moreover, these flows need to consume which first, after which consumes, which charges, which regardless of fees, all needs the complex rule to be clear.

Predictable: Future billing rules will be more complex and more complex.

Such a complex rule, not only to achieve, but also to ensure that the implementation of the correctness of the support system is how powerful ah?!

Customer Service department is not simple, can put these business rules all back down, clear, to the user clearly, not only to ability, but also have a good attitude.

But the question is, how many clients can be professional enough to understand these rules?

The vast majority of users are simply not able to understand the complexity of answering text messages-users do not want and need to know the complex rules behind them as long as they are as simple as possible.

Then, when the user can not understand, there are complaints, how to do?

So the service department has put forward the demand of the optimization of reminding and inquiring, hope to solve this problem by perfecting the support system and customer service, reminding the content optimization, and enriching the way and means of reminding, continuously improving the service.

But does this optimization improve customer perception?

Is it that the flow rate is too complex to reflect the level of flow management?

Voice times complex package, customers have complained that the package too much, not clear, and in the flow of business has just begun today, there is an increasingly complex trend.

Business unit is also very wronged: do not do business alienation, how to attract eyeballs, so that customers have a sense of freshness?

Some activities are organized with the third party, the other party's conditions are personalized, the refusal means to give up, failure.

Moreover, the flow management is more difficult than the traditional voice business, involving more than the face, the complexity of the demand is normal. Why our system can not be more flexible, do the contingency support?

As a support department, you will see a variety of strange needs of the business unit, each need to look at the individual seems to be reasonable, supporting the design and development of the system is also very good attention to the flexibility of the system.

However, the vast number of rules mixed together, not only increase the internal operating costs, customers do not necessarily buy, many concessions and marketing restrictions, but customers have so much spare time to listen to the terms of the whole.

Turn around, is full grievances, is a complaint, is off the net.

2G era of a large number of personalized packages, very good to help China Mobile's development, but now, the environment has changed: customer complaints about the complexity of charges, has already become the outside world to accuse China Mobile one of the reasons.

Extremes meet, to the basics. If not the complexity of the charges down, customer service personnel to improve the content of the reminder and the form of expression, can not solve the problem.

At the same time, the tariff is the flow management of the first pass, in the simplification, standardization, differentiation and other multi-dimensional balance between the difficult.

This problem is not handled well now, when the stock is more and more, it is more difficult to solve.