Consumer Self-Service (CSS for short) refers to the user-defined processing of related products through a network platform or terminal established by an enterprise or a third party.
User self-service
1. Interactive Voice Response (IVR) system;
2. Short message (SMS)
User Self-Service User
Users can solve most simple problems by themselves;
Users can track and understand the processing of their applied cases, and can make satisfaction feedback on each request.
User Self-Service Enterprise
Enterprises can effectively reduce the labor intensity of customer service departments;
Enterprises can publish product information, introduce consumer fashion, guide consumer trends, promote consumer knowledge, build consumer culture, and cultivate consumer concepts;
Enterprises can provide specific targeted services according to user requirements. Including the personalization of service time and space, the personalization of service methods, and the personalization of service content;
Enterprises can receive feedback information from users in real time and directly communicate interactively to urge continuous improvement of service quality;
Companies can build customer databases and actively manage customer relationships.
