Retail Customer Overview and In-Depth Scenario Analysis
Retail operations encompass the two pivotal scenarios of sales, pre-sales, and after-sales. In the sales phase, we focus on instant communication with online customers, precisely recommending suitable products. During pre-sales and after-sales, we meticulously address customers' diverse inquiries and effectively handle objections, ensuring a seamless and premium service experience.
Poizon App: Leading the Trend of Online Shopping
Poizon, a pioneer in domestic fashion shopping, integrates authentic sportswear and streetwear trading, professional sneaker and streetwear authentication, and fosters an active interactive image community, creating a comprehensive mobile internet platform. It innovates upon traditional e-commerce models by adding authenticity verification and flaw inspection services, utilizing a centralized platform management strategy to ensure superior product quality, fair and just transactions, efficient and unified delivery, complemented by attentive and efficient customer service. As a spiritual haven for young people pursuing trends, Poizon App continuously incubates trendy topics, gradually becoming a flagbearer and voice platform for young fashion.
Detailed Business Analysis
- Comprehensive Quality Inspection: Facing massive daily conversations, we deploy thousands of customer service agents (both in-house and outsourced) to ensure comprehensive and real-time quality inspection, clearing daily data promptly.
- Scenario-based Quality Inspection: Given the complexity and variability of customer consultation scenarios, we flexibly adjust quality inspection standards to meet service demands in different contexts, striving for objectivity and fairness in evaluations.
- Process Quality Inspection: We strictly control customer service processes, such as recommending alternative products during stockouts and proactively caring for hesitant customers, ensuring every crucial step enhances customer satisfaction.
- Emotion Monitoring: We keenly detect customer emotional fluctuations and signs of complaints, promptly responding and guiding responsible personnel to handle them appropriately.
- Accuracy Assessment: We develop professional tools to continuously evaluate the precision of machine-based quality inspections, providing data support for optimization.
We offer a suite of solutions encompassing IM conversation quality inspection, quality inspection report generation, process quality inspection, risk warning, and accuracy assessment:
- Intelligent Differentiation, Precise Quality Inspection: Automatically identify in-house and outsourced customer service agents, applying customized quality inspection templates combined with semantic tagging technology to ensure full coverage of service norms and polite language.
- Scenario-specific Reports: Pre-sales focuses on collection and purchase guidance, promotional strategy prompts, in-depth demand exploration, and precise selling point elaboration; after-sales specializes in emotional reassurance, return retention, and effective dispute resolution, each accompanied by detailed reports.
- Real-time Risk Warning: For service violations (e.g., questioning customers, triggering complaints), the system immediately alerts quality inspection supervisors for swift response and handling.
- Accuracy Optimization: Utilizing quality inspection test sets, we compare machine and human inspection results, generating detailed accuracy reports to continually refine inspection strategies, enhancing overall efficiency and precision.
Notable Application Effects
- Efficiency Leap: Achieving comprehensive real-time quality inspection of hundreds of thousands of conversations, manual spot checks' efficiency soars by 300%, significantly enhancing customer service management team's efficiency and service quality.
- Conversion Rate Boost: More standardized pre-sales SOPs effectively attract customer orders, boosting conversion rates by 10%.
- Risk Reduction: Through rigorous process and standard execution, we successfully mitigate potential service risks.
- Significant Decline in Return Rates: The application of retention tactics reduces return rates by 20%, significantly enhancing customer satisfaction.
