□ Jiang Jingjing
On the 28th, for consumers to reflect that some business intelligent customer service is not "smart", transfer manual customer service difficulties and other issues, the China Consumer Association said that providing after-sales service is the legal obligation of operators, operators in the use of technical means to reduce repetitive labor, improve service popularity at the same time, should also pay attention to effective communication with consumers, can not pre-sales "artificial", after-sales "smart", and even under the guise of intelligent customer service, intentionally create communication barriers, block consumers from contacting operators, refuse to assume due obligations and responsibilities. (The Paper)
Pre-sales "artificial" after-sales "intelligence", pre-sales customer service little brother and sister are attentive to "one bite and one pro", after-sales will be replaced by robots to pretend to be crazy and stupid to customers reasonable appeals regardless of whether they ask. You talk to it about service, it talks about "intelligence" with you. I don't know when "intelligence" became a shield for "low energy". Some manufacturers and sellers obviously shirk their responsibilities, but they take "intelligent customer service" to say things. It seems that a "smart" can pretend to be dead, and a "smart" will be all right.
Previously, many companies blew the intelligent customer service to the point of being responsive. However, after some practical testing, consumers turn to "intelligent customer service" is basically chicken and duck, and the use experience is extremely bad. Therefore, a natural question is, the so-called intelligent customer service, what is the level? If "intelligent customer service" is really so smart, why is it "intelligent" before and after-sales? Obviously, many manufacturers are also aware of the "weak intelligence" of intelligent customer service. In order to prevent "intelligent customer service" from getting wrong, it is better to spend more money and hire more people to answer questions, in order to make the business stable.
Knowing that intelligent customer service is unreliable, it is necessary to pretend to be confused, but to treat consumers as fools. If pre-sales labor is to make the business done, after-sales "smart" is obviously to prevent trouble from finding the door. The so-called intelligent customer service after the sale, the IQ is extremely worrying, the performance is a mess, basically it is about equal to no customer service. Many sellers know that they cannot do it, obviously in order to reduce costs, in order to self-exempt from after-sales liability.
After-sales intelligent customer service is embarrassingly useful, but it is difficult to transfer manual customer service to Qingtian, and the result is that consumers have no way to ask for advice, and can only silently bear the loss. It should be said that this is a naked violation of the legal rights and interests of consumers, and at the same time, it is also humiliating the intelligence of consumers. Pre-sales "artificial" and after-sales "intelligence", in the double standard, is a naked speculative calculation. Pre-sales and after-sales are treated equally, less pseudo-intelligence, more "real people" are sincere and sincere, and abandon the "one-hammer trading" thinking, so as not to go narrower and narrower.
![Poor communication, non-answering... The "unintelligent" intelligent customer service makes consumers upset[fig]](data:image/gif;base64,R0lGODlhAQABAIAAAP///wAAACwAAAAAAQABAAACAkQBADs=)