本文關(guān)鍵詞： 客戶服務(wù)體系 互聯(lián)網(wǎng)客戶服務(wù) 服務(wù)渠道 服務(wù)平臺(tái) 社交媒體客戶服務(wù)　出處：《北京郵電大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：互聯(lián)網(wǎng)和移動(dòng)互聯(lián)網(wǎng)的發(fā)展帶來了人們使用終端及溝通渠道習(xí)慣的改變,也帶來了客戶與企業(yè)之間交互與溝通方式的改變�？蛻粝Ｍ軌蛲ㄟ^更加方便快捷的方式與企業(yè)進(jìn)行溝通交流,而客戶獲取企業(yè)服務(wù)的渠道也逐漸從實(shí)體營業(yè)網(wǎng)點(diǎn)、電話熱線轉(zhuǎn)移到自助服務(wù)終端、電腦,甚至手機(jī)等移動(dòng)終端。基于互聯(lián)網(wǎng)的客戶服務(wù)渠道具有其他服務(wù)渠道不可比擬的優(yōu)勢,如降低客戶服務(wù)的成本、提高客戶服務(wù)過程的效率、促進(jìn)服務(wù)手段的多樣化等。互聯(lián)網(wǎng)作為實(shí)現(xiàn)互聯(lián)互通的首選工具,已經(jīng)成為企業(yè)與客戶溝通和為客戶提供服務(wù)的主要渠道之一。為了能夠與用戶結(jié)構(gòu)變化和企業(yè)業(yè)務(wù)規(guī)�？缭绞桨l(fā)展相適應(yīng),企業(yè)需要改造其與客戶交互的機(jī)制和渠道,以用戶需求為導(dǎo)向,構(gòu)建基于互聯(lián)網(wǎng)的全方位、立體化的客戶服務(wù)體系,提高服務(wù)效率和服務(wù)質(zhì)量,進(jìn)而提升客戶滿意度和忠誠度,實(shí)現(xiàn)客戶價(jià)值的持續(xù)貢獻(xiàn),全面提升企業(yè)的盈利能力。 本文系統(tǒng)梳理了國內(nèi)外專家、學(xué)者對客戶服務(wù)體系理論的研究成果,發(fā)現(xiàn)目前國內(nèi)外對客戶服務(wù)體系理論的研究尚不成熟,沒有形成統(tǒng)一的結(jié)論,而對基于互聯(lián)網(wǎng)的客戶服務(wù)體系研究更幾乎為空白。因此,研究基于互聯(lián)網(wǎng)的客戶服務(wù)體系具有重要的理論和實(shí)踐意義。 本文在分析我國客戶服務(wù)體系發(fā)展現(xiàn)狀的基礎(chǔ)上,結(jié)合客戶服務(wù)需求的演變,歸納總結(jié)出服務(wù)渠道的三個(gè)發(fā)展階段：實(shí)體服務(wù)渠道、電子服務(wù)渠道和互聯(lián)網(wǎng)服務(wù)渠道；其次,對客戶服務(wù)平臺(tái)進(jìn)行了分類,包括幫助服務(wù)平臺(tái)、自助服務(wù)平臺(tái)、互助服務(wù)平臺(tái)、創(chuàng)新性社交媒體綜合服務(wù)平臺(tái)和其他服務(wù)平臺(tái),并分別介紹了五大客戶服務(wù)平臺(tái)的概念和功能；再次,針對幫助、自助、互助、創(chuàng)新性社交媒體綜合服務(wù)平臺(tái)中的互聯(lián)網(wǎng)服務(wù)渠道分別設(shè)計(jì)搭建其客戶服務(wù)體系模型,提出服務(wù)體系模型的關(guān)鍵考核指標(biāo)和發(fā)展建議；最后,提出基于互聯(lián)網(wǎng)的客戶服務(wù)體系的規(guī)劃目標(biāo)。
[Abstract]:The development of the Internet and mobile Internet has brought about changes in people's habits of using terminals and communication channels. It also brings about a change in interaction and communication between customers and enterprises. Customers hope to be able to communicate with enterprises in a more convenient and quick way, and customers' channels of obtaining business services are gradually coming from physical business outlets. The telephone hotline is transferred to mobile terminals such as self-service terminals, computers, and even mobile phones. Internet-based customer service channels have unparalleled advantages over other service channels, such as reducing the cost of customer service. Improve the efficiency of customer service process, promote the diversification of service means, etc. Internet as the first choice tool to achieve connectivity, It has become one of the main channels for enterprises to communicate with customers and provide services to customers. In order to adapt to the changes of user structure and the leapfrog development of enterprise business scale, enterprises need to transform the mechanism and channels of their interaction with customers. Based on the user demand, we construct a comprehensive, three-dimensional customer service system based on the Internet, improve the service efficiency and service quality, enhance customer satisfaction and loyalty, and realize the continuous contribution of customer value. Improve the profitability of enterprises. This paper systematically combs the research results of domestic and foreign experts and scholars on the theory of customer service system, and finds that the research on customer service system theory at home and abroad is not yet mature and has not formed a unified conclusion. Therefore, it is of great theoretical and practical significance to study the Internet-based customer service system. Based on the analysis of the current situation of customer service system in China and the evolution of customer service demand, this paper summarizes three stages of service channel: physical service channel, electronic service channel and Internet service channel. Customer service platforms are classified, including help service platforms, self-service platforms, mutual service platforms, innovative social media integrated service platforms and other service platforms. The concept and function of five customer service platforms are introduced respectively. Thirdly, the Internet service channels in the help, self-help, mutual help and innovative social media integrated service platform are designed to build their customer service system model. The key evaluation index and development suggestion of the service system model are put forward. Finally, the planning goal of the customer service system based on the Internet is put forward.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F49;F274

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本文編號(hào)：1538123