On October 14, 2020, the 2020 (13th) "Golden Music Awards" China's Best Customer Contact Center and Excellent Customer Experience Selection Jury will enter the Didi Experience Service Development Platform for evaluation.
Industry experts who participated in the household review of the Didi Experience Service Development Platform on the same day include:
Yan Xiaobin-4PS International Standard / CNCBA Chairman / Specially Appointed Professor of Shanghai University
Tang Aiqin-51Callcenter Executive President
Jiang Jianjun-National Call Center Industry Self-Discipline and Supervision Committee Director
Niu Baotian-4PS International Standards Organization consultant
2020 The 13th "Golden Tone Award" jury enters the Didi Experience Service 1
Didi Experience Service Development Platform General Manager Liu Xidi and the management team receive the inspection of the jury, They also gave a detailed introduction and full exchanges on the overall operation and operation management characteristics of the Experience Service Development Department (ESE).
Didi Travel is an excellent one-stop mobile travel and lifestyle platform, providing taxis, express cars, private cars, luxury cars, public transport, on behalf of driving, enterprise-class, shared bicycles, to more than 550 million users in Asia, Latin America and Australia. Diversified services such as sharing motorcycles, car services, food delivery, and payment. On the Didi platform, tens of millions of car owners and drivers have flexible job and income opportunities, and more than 10 billion passengers are transported annually.
2020 The 13th "Golden Tone Award" jury enters the Didi Experience Service Center 2
Didi Travel is committed to actively cooperating with regulatory agencies, taxi industry, automobile industry and other partners to promote smart transportation innovation with artificial intelligence technology. Solve global transportation, environmental protection and employment challenges. We will continue to work to improve user experience, create social value, and build a safe, open, and sustainable future mobile travel and life service ecosystem.
2020 The 13th "Golden Tone Award" jury entered the Didi Experience Service Center. 3
Didi was established on September 14, 2012 to focus on user experience and "make travel better through professional and warm services." "Experience & Service Excellence, "ESE") is a mission experience service development platform. ESE takes "Achieving the best experience service center" as its vision, "Advocating user-oriented, service frontline, frank and transparent, efficient communication, advocating team achievement , Self-evolution".
2020 The 13th "Golden Tone Award" jury enters the Didi Experience Service Center. 4
currently has 38 workplaces on the experience service development platform, including 6 self-built workplaces, 21 partner workplaces and 11 overseas workplaces. There are nearly 8,000 small oranges in the country, serving billions of passengers and drivers.
manual customer service handles 30W+ consultations and service issues on average every day, and 90W+ incoming consultations are handled through intelligent customer service. In the process of Didi’s internationalization, the team is constantly expanding its international support business capabilities. Our business covers 15 product lines, and our international business covers 11 countries and regions.
is committed to optimizing the experience. We have established a special project team for lost items to continuously upgrade the lost item recovery system. According to statistics, as of 2019, the lost item team has received 24 pennants and praised 297 cases, helping to retrieve the lost items. 1.12 million pieces, estimated to recover direct economic losses for users of about 450 million yuan throughout the year. The
experience service development platform will always adhere to the principle of creating user value, deeply analyze user journeys and touch points, gain insights into core user values and market development trends, and drive business growth;
will use products, operations, Technology or service innovation and optimization measures to reduce the occurrence of problem scenarios or improve the efficiency of problem scenarios;
promotes user value awareness through experience mechanisms and cultural guarantees, and creates an experience improvement atmosphere.
2020 The 13th "Golden Tone Award" jury entered the Didi Experience Service Center. 5
It is understood that the Golden Tone Award is known as the "Oscar" in the field of customer contact center and customer experience in China. BusinessMinistry support, call center and BPO industry information network, co-sponsored by the government, the authoritative selection of the customer contact center industry based on the 4PS international standard as the selection standard, aimed at commending outstanding achievements and promotion in the areas of contact center and customer relations, customer service management Companies and personnel developing throughout the customer service industry. The results of
selection will be announced at the "2020 (13th) China Best Customer Contact Center and Best Customer Experience Awards Ceremony Series" held in Shanghai on November 19-20.
