On October 28th, the annual "Golden Music Award" China's Best Customer Contact Center and Excellent Customer Experience Award list was announced. The casual snack brand Baicaowei uses an advanced customer relationship system operation model and more dimensional customer service functions The value and excellent service experience stood out among 5108 entries and won the 2019 China Best Service Emerging Award. At the same time, brands such as Tencent, FAW-Volkswagen, Dell, and Midea won awards.
It is understood that the Golden Tone Award is known as the "Oscar" of China Contact Center. It is supported by the Ministry of Industry and Information Technology of the People’s Republic of China and the Ministry of Commerce, sponsored by the China Call Center. In recognition of companies and personnel that have achieved outstanding results in the areas of contact center and customer relations, customer service management, and promote the development of the entire customer service industry. Experts from the 2019 Golden Sound Awards organizing committee conducted evaluations and recommendations for 1593 centers. It is worth mentioning that in the past, the Golden Sound Awards were mainly awarded to Internet platform companies such as Alibaba and JD.com. This year, the list of winners of the Golden Sound Awards For the first time, a retail e-commerce brand represented by Baicaowei appeared.
This year marks the 50th anniversary of the birth of the Internet and the 25th anniversary of the Internet's entry into China. In 2018, the scale of China's digital economy reached 4.7 trillion U.S. dollars, maintaining its status as the world's second largest digital economy, with a growth rate of 17.5%, which is much higher than that of GDP. Founded in 2003, Baicaowei transformed in the initial stage of China's Internet business development, and took the lead in entering the e-commerce model in 2010. During the 10 years of transformation, this casual snack brand has witnessed the tremendous energy brought by the combination of commerce and the Internet. Also in 10 years, Baicaowei’s sales performance has achieved a rapid growth of 217 times.
At the same time, Baicaowei has become more and more aware of the importance of user experience, and continues to innovate in the areas of product, operation, marketing, and customer service to meet consumers' higher demand for experience. As the closest port to reach consumers, the customer service center pays more attention to temperature, efficiency and experience.
Under the development concept of "user-centric", Baicaowei established a customer service center in 2011. In the process of communicating directly with 60 million users, the Baicaowei customer service center clarified the value and strategic positioning of the functional department, that is, the upgrade and iteration from the cost center to the value center, forming a customer service business team, a customer service empowerment support team (and business The three core sections of the contracting team work together. The specific operation of
is different from the traditional call customer service operation mode in the past, and the Baicaowei customer service center flexibly uses three modes of operation: 1. Platform system (qianniu, dongdong, shop secretary) ); 2. Baicaowei's own system (OMS order management system, WMS delivery management system); 3. Third-party system (Kedao Elf, Chitu Brand, Banniu customer service), faster response and better service.
In addition, the Baicaowei customer service center has developed different functions to enhance the value of the customer service center in multiple dimensions through customized services for different groups of people and the information needs of the enterprise. They specialize in group purchases (large customers, corporate customers) and professional docking, Collect and sort out the public opinion and evaluation information of users on the entire network in response to customer feedback, and use big data processing to guide the research and development of Baicao products, operation and maintenance improvements, etc., to help other functional departments to improve quickly, and directly promote the overall service level of the enterprise.
in the digital new business In the process of new consumption development, the core driving force is the consumption transformation characterized by consumption awakening and the emergence of a new generation of consumption concepts. Today’s post-90s and post-00s have become the main force of consumption, and they pay more attention to experience and personality In this regard, Wang Jingyao, the co-founder of Baicaowei, said, “Any advancement of commercial civilization is accompanied by closer attention to consumers. At Baicaowei, it is determined whether the product is on the shelf or not, and the service model Whether it is feasible or not, it has never been the chairman or CEO but 60 million users. In the future, we will pay more attention to a specific person, pay attention to all the users connected with us, pay attention to our consumers, and benefitAnd others, to achieve others. "
In 2019, Baicaowei proposed the development strategy of "all categories, all groups, all channels, all scenarios, and multiple brands". Among them, new brand new experience has also become an important brand goal. The customer service center has been recognized by the industry this time, which is also a reflection of the past. The affirmation of the new experience goal of Baicaowei for one year. In the future, the creation of value around consumers will still be one of the core directions of Baicaowei's focus on experience.
-
-
-
-
-
-
-
-
-
-