Background:

Nanjing Fujitsu Electronic Information Technology Co., Ltd. is a Sino foreign joint venture IT manufacturer, which has long been committed to the development, production, sales and after-sales service of Fujitsu series printers. By the end of 2015, Fujitsu printers had sold more than 3 million sets, and the products were widely used in tax, finance, post and telecommunications, government and other industries.

Fujitsu takes "golden service, no worries in the whole process" as its brand service ecological chain, customer service department of the company headquarters as the command center, 24 service centers as sector nodes, technical service maintenance stations and more than 750 special maintenance stations as terminal response "neurons", covering the service network across the country, opening 800 and 400 free service hotlines, 24-hour response, 2-hour response Fast repair can provide technical and service support for customers anytime, anywhere by accelerating the response time and ability to customer service.

In the process of creating "golden service", Fujitsu customer service center has faced many problems.

1 75% of the user consultation problems are repetitive problems, which greatly occupy the limited customer service resources, restrict Fujitsu to provide more detailed and professional services to users, and affect the customer experience.

2. Fujitsu provides users with various ways of online consultation and telephone consultation, but the customer service personnel in charge of different channels can not effectively and quickly share customer information, resulting in the lack of customer information and the loss of potential customers.

Fujitsu has a wide range of business contents and fast product update. Customer service personnel need continuous training to learn and digest new knowledge, resulting in high cost of customer service training management.

In the process of building golden service ecological chain, Fujitsu adopts aikf love customer service intelligent customer service system independently developed by China Science and technology union, which greatly improves service quality, improves customer satisfaction, reduces customer service cost and increases enterprise profits.

1AI customer service intelligent customer service robot, as an important part of AI customer service intelligent customer service system, provides intelligent and efficient services for Fujitsu users. 86% of the official website consultation volume is received by robots, which creates conditions for customer service personnel to provide customers with high-quality and efficient services.

2 love customer service intelligent customer service system realizes one key access and unified management of desktop website, mobile website, app, wechat and other channels, so that customer service personnel can work on one platform, share customer information, and form a complete customer information management system.

3 love customer service intelligent system is equipped with rich knowledge base, including general knowledge base, industry knowledge base and cloud knowledge base. Customer service personnel can find the answer accurately and quickly and reply to customers only by fast searching in the knowledge base. The knowledge base can be copied infinitely, which greatly saves the cost of customer training.

4 love customer service intelligent customer service platform provides multi-dimensional data analysis, provides multi-level KPI indicators for Fujitsu to assess customer service personnel, reduces management costs, and provides enthusiasm for customer service personnel.

5. Love customer service intelligent customer service system seamlessly connects with Fujitsu's internal system, realizing zero cost access and getting through the last mile between Fujitsu and its customers.

6 love the use of customer service app, liberate customer service personnel from space, realize the mobile office of customer service personnel, and reduce the cost of 24-hour customer service.

Summary:

In the process of creating golden service, Fujitsu customer service center adopts love customer service intelligent customer service system to realize the perfect upgrade of customer service center. By providing golden service, the service is transformed into enterprise benefit, forming its own core competitiveness.