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- W41128231 abstract "On the basis of analyzing customer services of manufacturing enterprises and these supporting requires, using the method of discrete system simulating, the paper provides the classifications of customer services suitable information technology supporting, brings forward the working mechanisms suitable to the supporting system of different kinds of customer services and the relevant system structure. To manufacturing company, with the fierceness of the market competition, customer service of enterprise faces all kinds of presses such as the increase of working load, serve standard raising, resource limited and fund shortage, (1) and customer service bears dynamics, complexity, timeliness and outburst of time and space, so enterprise requires customer service supported by information technology which can be realized with low cost, effective resource allocation and fast and automatic reactivity. The domestic and international relevant scholars have studied in regarding customer service and its supporting technologies with information technology (2-9) , the typical applications include mainly: customer care, dispute disposing, order following, field service, and database of problem and solution, etc. Many kinds of new methods of customer service such as Web, VoIP, Email, Live Chat, Virtual Reps have appeared. But the applications of the technology are mainly the support to the concrete business of customer service and have supported the development of enterprise's customer service to a certain extent, but set foot in little in decision of enterprises service resource scheduling. The problems such as rational arrangement and managing enterprises service resources, integrating the numerous service methods and formulation of the service tactics are that enterprises are badly in need of solution at present. Though customer service has many kinds of different classification already," @default.
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- W41128231 date "2004-01-01" @default.
- W41128231 modified "2023-09-26" @default.
- W41128231 title "Working Mechanism and Structure of Customer Services Support System" @default.
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