In the previous article , I also mentioned the current status of the bulk sms service problem. Simply put, it is one sentence: the queue is serious. The data from July shows that the customer service connection rate is only 30%-40%, which shows that user demand is far greater than the current customer service reception capacity. At the same time, the solution proposed in the previous article does not have sufficient technical resources to fully implement it in the short term. In response to bulk sms service this phenomenon, the superiors put forward new 2. Product operation perspective From the perspective of product operation, the most fundamental reason for customer service queuing is the problem of the product itself, which is often uncontrollable, especially when there is a bug in the product.
It can be seen that there are dozens of people in the bulk sms service queue, which is like adding fuel to the fire. From the perspective of product operation, low customer service efficiency is the main reason for customer service queues, and low efficiency is more of a human reason. Let's not discuss whether such a statement is one-sided or not, and such a statement can also show the objective existence of some problems. At present, the service of customer service bulk sms service to players is still in a very primitive state with a low degree of automation. For example, the condition confirmation and distribution process of some gift packs are completed through online chat, which will lead to aggravated customer service queues during gift pack events. Manpower problem: After communicating with customer service,
We learned that the customer service staff are bulk sms service currently divided into two groups of people on morning shift and night shift. From 2 to 5 pm in the afternoon, the two groups of staff overlap. Therefore, looking at the data, we can find that they are queuing during this time period. The situation is often relatively relieved, but user demand often reaches the peak of consultation at 10:00 in the morning and 7:00 in the evening, so there is not the most human resource allocation during the most serious queue time period. Tool problem: Due to the serious bulk sms service queuing situation, we are more inclined to concentrate limited resources to solve high-quality user problems, which requires tools that can support user layered services. 3. Problem solution