US-orange internet and bird software Cloud call center to enhance customer experience

Customer experience is the key to Internet enterprise marketing

With the rapid development of mobile internet and E-commerce, China's Internet usage rate has been increasing rapidly, by the end of December 2011, Chinese Internet users have exceeded 500 million, reached 513 million, and internet penetration was up 4% from the end of last year to 38.3%. This poses challenges to the customer service and experience of the Internet and e-commerce businesses.

American Orange Internet is a professional platform for the operation of virtual host, domain name and IDC service of Shanghai Orange Technology Information Development Co., Ltd. is the leading Internet Application Service provider, mainly for the vast number of customers at home and abroad to provide domain name registration, domestic/overseas virtual host, Enterprise mailbox, intelligent Construction Station, intelligent DNS, Virtual server (VPS), server rental, server hosting and other rich network product services. The popularization of the Internet has greatly driven the development of the Internet Basic Application service industry, the United States and orange interconnection to seize this opportunity to grow rapidly, just a few years time and million nets, business China and other well-known enterprises listed in the domestic IDC ten.

After entering the ten-strong IDC, the United States and orange business growth, but also pay more attention to the improvement of customer service level. Because the sales channel is mainly the network, many are from the country's business advisory telephone, the U.S. Orange Service products can not be like consumer goods in the Internet quickly under the purchase, often like domain name registration, domestic/overseas virtual host and enterprise mailbox, such as Internet basic services need to communicate through the telephone and customer service repeatedly. This makes the customer service center in the pre-sale, sale, after sale all plays the very important communication coordination function, the Customer service center becomes the company important marketing platform, but introduces the specialized call center, enhances the customer experience to become enhances the customer satisfaction, the marketing success key.

Orange Internet enters cloud era

U.S. Orange Interconnection After careful consideration of screening, the final decision to use cloud computing call center products-Bird Kai Tong bao, processing pre-sale, sale and after-sale consulting business to protect customer service quality and level, thereby improving sales leads to the turnover rate, to promote the rapid growth of the company's business.

Compared to the traditional call center, the application of cloud computing technology can be an agent cloud, saving equipment investment and human resources costs, in addition, cloud computing can make the call center with space and time flexibility, can be deployed on demand, flexible applications, improve work efficiency, and thus improve customer satisfaction.

From the point of view of the specific function, after the product on-line, each sales lead and customer problems can be in the first time to be answered, Bird Kai Tong Bao Interactive Voice self-service system, according to the customer's daily consultation volume will be divided into pre-sales consulting, After-sale Consulting, record consultation, the latest promotional activities four advisory groups, The customer chooses the corresponding group according to own demand, the customer service personnel may give the most accurate reply. This not only saves customer time, but also the United States Orange Customer service resources to integrate reasonable use, improve the management efficiency of customer service center, but also improve the customer experience.

Customer service work often involves the issue of services, Bird Kai Tong Bao can realize the United States Orange Customer service call process throughout the recording, is conducive to the rapid establishment of a unified, standardized and efficient customer service system, while the customer service management staff can also be viewed and managed.

In addition, for the U.S. Orange Call center in charge, Bird Kai Tong Bao's use of the day-to-day management of the work to bring a lot of convenience. Qitongbao Bao Flexible, comprehensive report statistics function allows managers to view the number of customer service staff and work efficiency, and accordingly flexible management strategy, improve management level.

Beijing Bird Software Co., Ltd. was founded in 2001, is China's leading cloud contact center and application system operating service providers. The company advocates "humanized technology to help customers improve performance", focus on providing a contact center for the core platform software and application software, through the continuous pursuit of technology innovation and business experience to upgrade, to provide customers with green, efficient contact center and marketing operations services to help customers through the cloud to achieve better business value.

For ten years bird has been rooted in the call center and application System Operation Market, study the enterprise, the industry's customer needs, by virtue of continuous innovation in product technology, continuous improvement of the service system has won a good market effect and customer reputation. U.S. Orange interconnection of the call center said: "Bird products and services are very reliable, cooperation is very pleasant."