High volume of customer communication and inquiries: Customer service staff must answer a wide range of customer questions, but heavy communication demands lead to high pressure, delayed responses, and inconsistent service quality.
RPA robots can automatically operate chat software such as Qianniu and Jingmai to reach customers in bulk, answer various questions, and facilitate transactions.
Complex logistics tracking and communication: Customer service staff need to track shipment status and communicate with users to ensure timely delivery. Miscommunication or inaccurate information can result in complaints and negative reviews.
RPA enables real-time logistics tracking and automated communication with users. Customer service staff no longer need to manually input or query information, improve response efficiency and accuracy, and enhance customer experience.
Covered Teams:
Customer Service, Operations, Data, Marketing, Finance, and more
Covered Scenarios:
Tmall refund logistics analysis for shipped orders, batch invoice reminders, Tmall review management and acquisition, Tmall automatic returns, real-time traffic monitoring on Tmall
Xiaowangshen data conversion and warehousing, Alipay refund table processing, JD self-service after-sales pending receipt inquiry, Douyin video comment collection
OMS retrieval of Douyin gift order information, OMS order search and logistics inquiry, OMS associated order number search
Automated merchant confirmation for exchanges, automated reshipment creation, AG return information inquiry by logistics number