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在3G时代,由于客户消费形态的变化,如使用时间由静态场景整块时间变为动态场景碎片时间,接入方式由有线变为有线无线一体化,使用终端从PC变为智能手机+平板电脑等,这些都将对客户服务提出新的要求,也引发了客服内容由单一媒介转向视频、图片、仿真等多种形式的展示,服务范围也由单纯的售后服务转变为售前、售中、售后全流程的客户服务,服务终端也将在原有柜台+电话的基础上增加了PC+智能机+多
In the 3G era, due to changes in customer spending patterns, such as the use of time from static scene block time into dynamic scene fragmentation time, access from wired into wired and wireless integration, the use of terminals from the PC into a smart phone + tablet Etc. All of these will bring new demands on customer service and also lead to the display of customer service content from a single medium to videos, pictures, simulations and other forms. The scope of service is also changed from pure after-sales service to pre-sales, After-sales whole-process customer service, service terminals will also be based on the original counter + phone PC + smart + more