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    Intelligent Customer Service

    Overview

     

    In the era of new technology, digital transformation is sweeping across all industries. Whale Cloud and its partners, based on the business philosophy of intelligent services, use cloud computing and AI artificial intelligence technology to help customers quickly achieve digital transformation.

     

    In today’s highly competitive business environment, the means of competition has gradually transformed from homogenous product competition to differentiated service competition. “Market-oriented, customer-centric” has become the core of healthy and sustainable development of enterprises. The idea is that companies need to expand customer interaction channels as much as possible, effectively manage existing customer resources and improve customer service to increase customer loyalty and remain competitive.

     

    With the intensification of market competition, the profitability of intelligent customer service has also been placed in an unprecedentedly important position. The role of intelligent customer service as an active marketing channel has become more and more prominent. In addition, the customer service initiative, individualization and multi-layered demand are also Increasingly, this makes the intelligent customer service of passive customer service mode unable to meet the needs of enterprises. The functions of intelligent customer service must be developed in the direction of initiative and diversification.

     

    The traditional customer service system often faces the following problems in the customer service process. The number of users has soared, a lot of repetitive work, low productivity, more complicated business processes, and how can artificial customer service be overwhelmed? What should I do if the service waits for a long time, repeats interruptions, and the experience is poor? The flow of seats is large, the training process is complicated, the labor cost is high, and the budget is limited. What should I do? What is the local deployment period of the customer service center, high cost, and difficult maintenance? How to achieve multi-channel coverage, 7 * 24 hours, 0 waiting, precision marketing customer service?

     

    Faced with many problems, how to seize opportunities and meet challenges, WhaleTalk gives you a refreshing answer.

     

    Solution Description

     

    WhaleTalk  is a next generation intelligent customer service solution powered by Alibaba AI technology, including Chatbot, ASR/TTS, Facila Recognition, Voice-Print Recognition, Emotional Recognition and Deep Machine Learning. It is a omni-channel customer contact solution, allow customer to contact through voice, SMS, e-mailsocial media, web-chat and mobile APP, providing cross-channel consistency service experience. WhaleTalk can improve service efficiency, enhance customer experience, and reduce enterprise costs significantly.







    WhaleTalk can use in a wide range of industries. It serves well both the mainstream industries like telecoms, finance, e-commerce, real estate, leasing, governmental affairs, and also the emerging industries like new retail, shared economy, online tourism/ healthcare/ education, and etc.

     

    WhaleTalk provides two business options:

    a) on-premise system delivery and deployment with reliable data security.

    b) SaaS service with a cost-saving rent in a pay-as-you-go way. We believe, with WhaleTalk, the enterprise is entitled with the power to deliver to its customers an intelligent, convenient and professional customer service.

     

    Benefits

     

    WhaleTalk is committed to providing customers with a better service experience faster and at a lower cost, while providing optional business intelligence modules to help companies mine customer information and draw customer portraits. Identify customer characteristics, analyze customer dynamics, tap potential customer needs, conduct targeted marketing campaigns, and increase market competitiveness to expand revenue.

     

    Expanding operating income

    WhaleTalk provides an optional business intelligence module that systematically analyzes customer contact history to capture potential customer needs and proactively initiate appropriate marketing campaigns; support agents to add custom labels to customers during service and follow labels Conduct customer segmentation to achieve accurate marketing; support analysis of customer voices to understand the topics that customers are generally concerned with, and optimize product and market planning accordingly.

     

    Improve experience

    All-channel access, giving customers more choices, allowing customer service staff to respond quickly; providing rich text communication methods such as pictures, voices, expressions, etc., enhancing communication effects; built-in work order process management tools, efficient collaboration, and quick resolution of customer problems.

     

    Reduce costs

    Knowledge base, search tools, and intelligent assistant make it easy for customer service personnel to respond without training; intelligent Q&A robots greatly reduce the workload of manual services; mobile customer service allows customer service personnel to serve customers anytime, anywhere; SaaS-based mode deployment, Support multi-level tenants and reduce operating costs.

     

     

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