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现实社会中,Internet的飞速发展,推动了电子商务的发展。传统商业活动中的呼叫中心业务也从简单的电话服务概念扩大到互联网服务。在从前看来也许是不相关的两个概念,现在已经牢牢地捆绑在一起了。电子商务不同于一般的商业活动,顾客和经营者无法面对面沟通,所以更需要建立一个畅通的双向交流通道,使商家能够了解顾客的需要,倾听他们的意见,解决他们的问题,同时让顾客可以更容易地了解企业的产品和服务。从目前来看,网上购物者普遍感到缺乏传统方式所能提供的顾客服务体验,如果不能快速方便地提供信息并帮助顾客解决问题,企业和商业部门将面临购买者放弃网上交易或转向竞争对手的危险。
In the real world, the rapid development of the Internet has promoted the development of e-commerce. Call center operations in traditional commerce have also expanded from simple phone service concepts to Internet services. Two concepts that may not be relevant in the past are now firmly tied together. Unlike ordinary business activities, e-commerce can not communicate face to face with customers and operators. Therefore, it is even more necessary to establish a smooth two-way communication channel so that merchants can understand the needs of customers, listen to their opinions and solve their problems while allowing customers to Easier to understand business products and services. For the time being, online shoppers are generally feeling the lack of customer service experience that traditional approaches can provide. Without quick and easy access to information and help customers solve problems, businesses and businesses face the problem of buyers abandoning online transactions or turning to competitors Danger.