What is the application and solution of call center in logistics express delivery industry?

Customer Management of Big Data: Improving Efficiency and Reducing Cost

As the development trend of the future industry, logistics has attracted more and more attention. As a service job, customers are the basic strategic resources for its survival and development. Basic customer information, customer contract information, customer logistics information, etc. It is the information that logistics companies must keep forever. These information can be entered and integrated through AOFAX call center system, which forms the basis of company data analysis and logistics navigation and gives great support to express delivery companies. The information that employees of logistics companies can obtain through the AOFAX call center includes:

1) Basic customer information;

2) Statistics on common modes of transportation, modes of freight bearing and destinations of customers;

3) Customer order quantity statistics, including average order quantity and average order times;

4) Customer statistics order quantity, average order quantity, product name, steel grade, specifications, etc. By product category and dimension;

5) Current logistics information of the carrier.

AOFAX call center system, which provides a multi-condition query page for seats, gives a list of results through query conditions, gives basic information of customers after selecting a specific customer, and gives contract information and contract information statistics after selecting one year, including common transportation modes, freight bearing modes and destination statistics of customers; Customer order quantity statistics, average order quantity, average order times; Customer statistics order quantity, average order quantity, product name, specifications, etc. By product category and dimension. On the basis of huge data, plus 90% prediction accuracy, it can not only speed up the delivery of goods, but also reduce the burden on grass-roots employees, improve efficiency and reduce costs.

Electronic work order: comprehensive information, one step in place

In order to better count and save relevant data and clearly grasp the information of various orders, logistics and parcels of enterprises, AOFAX call center system uses electronic work order system to import information. For different information recipients, from different angles, the information they want to obtain is different. For the staff of logistics companies, the information they want is to enable them to better understand customers and provide logistics services to customers faster and better. In the past, the traditional quadruplicate documents were used, which were divided into four parts: issuing, receiving, dispatching and receiving. In the past, when there were many express deliveries, it was time-consuming and laborious to extract documents from parcels, which delayed the efficiency of parcel circulation and made mistakes easily. With the help of electronic work order system, data can be synchronized to the mobile terminal, and the flow is more convenient and fast.

Voice navigation: automatic answer, intelligent query

Voice automatic navigation IVR function is the basic function of call center system. Be a consignor, consignee, partner, etc. Make a phone call and they will be guided to the corresponding service channel according to the voice. Through scientific drainage, customers will have a good experience. In addition, AOFAX call center system provides self-service inquiry service, and supports access methods such as WeChat, SMS and telephone to provide inquiry interface. You can know your package information with one click. Of course, in addition to the most important functions for logistics, the call center system also has functions such as automatic outgoing call marketing, ACD intelligent transfer, REC telephone recording, hanging up short message, internal extension dialing, enterprise switchboard, task planning, knowledge base, enterprise chat, call screen, customer management CRM, personnel management, report system, work order system, website customer service, wireless telephone, paperless fax and so on.