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After sales processing time shortened from 3 days to 3 hours, Alibaba creates "mobile workbench" for businesses

via:驱动之家     time:2021/5/14 11:03:02     readed:256

Recently, consumers who use Guangming Xinxu to deliver fresh milk find that when they ask for after-sales problems, the solution speed becomes faster.

On May 13, Alibaba's customer experience business group (CCO) officially released this efficiency tool for businesses.

How to use technology to help businesses improve efficiency? In September last year, Alibaba CCO launched a mobile workbench to some businesses for test operation. Through the mobile workbench, customer service can directly send the work order to the mobile phones of the corresponding processing personnel, and the after-sales processing time can be shortened to 3 hours.

售后处理时长从3天缩短至3小时

Shen Feng, a sophomore in Alibaba CCO solutions, said that Bright Dairy has more than 8000 milkmen in its order business all over the country. Except for Shanghai, which has a relatively strong network of milk stations, other cities are managed by city managers. Once it comes to the problem of milk delivery, such as the installation of milk boxes, milk quality problems need to be handled by the milkman, and the city manager receives the customer service processing work order and then assigns it to the station master of the milk station, and then the station master assigns it to the milkman, which takes a long time and often can not be accurately allocated.

It is reported that up to now, mobile workbench has been applied to taoxianda, HEMA, Yintai, yidatong, retail, Taobao special edition, etc. This service is being used by more than 1000 small shop owners and factories operating in Taobao's special edition, as well as brands such as bright dairy.

Next, mobile workbench will add new data tools to facilitate business managers to detect store problems. Based on Alibaba's new retail experience, new retail feature tools will be added to business workbench to improve business efficiency.

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