In recent years, there has been a wave of dancing videos on the whole network. On station B, where the second yuan and young people gathered, many brand blue V accounts have left the stage, and the customer service ladies danced the popular dance, which attracted a lot of attention. What's interesting is that in the barrage of these videos, we can often see people sending "thank you Unicom".
And the reason why this has this Internet meme is because China Unicom is the first official media account on the whole network to publish a national style dance video on station B, which has attracted the fate of other brand accounts. Obviously, Unicom has a knack for how to mingle with young people.
In 2023, the short videos released by China Unicom will be richer and more diverse in content forms, and integrated with its own business promotion. In the past year, many of Unicom's video contents have been trying to have a more "fireworks" form. Unicom's customer service appears in all kinds of Vlogs, traveling, traveling, enjoying the beautiful scenery in the north and south of the river, and checking in in the gourmet shops. While watching the travel Vlog, the audience unconsciously felt the experience advantages of China Unicom's 5G network, and had a more intuitive understanding of the penetration of 5G technology into all corners of daily life.
China Unicom's innovation in the form of short video content once again shows the profound change in Unicom's propaganda thinking. China Unicom has abandoned the slightly rigid publicity model of traditional enterprises, and has given up the means of "pouring" content into users, but has achieved a silent publicity effect in a more down-to-earth and more integrated way with the preferences and needs of ordinary people.
This kind of thinking, which can have in-depth insight into customer needs, reflects that China Unicom has a more advanced concept in customer service. In fact, in the past year, China Unicom Group has taken a series of measures in customer service to upgrade the service concept and service level in an all-round way.
Behind the Internet out of the circle, China Unicom has strengthened the service concept of serving customers with heart
Why does Unicom's Vlog check-in mode of food and beauty become popular? Because in the eyes of the audience, the customer service lady in the video lives and entertains like ordinary people, and the daily sense presented in the picture content can give the audience a sense of substitution. In this way, China Unicom is no longer a traditional enterprise that seems distant and has a sense of distance, but is more like a friend who understands itself and is full of affinity.
And dancing in the national style and shooting Vlog videos are actually essentially an external form of content. What really impresses users and makes users recognize is the service concept of China Unicom for customers. If you watch these video contents carefully, you can find that in addition to the delicious scenery check-in, Unicom also promoted the real performance of Unicom's network services by the way, presenting the daily details of customer service. The customer service lady was testing the 5G network speed in a tourist resort, and the smart home engineer showed the daily work of installing the optical fiber network at the customer's home. Of course, these are only a small part of the content of Unicom's services.
In 2023, China Unicom launched the "China Unicom Good Service for Customers with Heart" window service commitment activity, through the business hall, 10010 hotline, smart home engineers, China Unicom APP, government and enterprise account managers five service windows, so that Unicom's services are comprehensive and three-dimensional, covering as many user groups as possible, so that everyone can get the corresponding high-quality services of Unicom through channels suitable for themselves, meet needs and solve problems.
In daily life, as ordinary users, how can we get the high-quality customer service of China Unicom? Many related reports can illustrate this, Xiao Lei himself has observed many representative cases, and he can also perceive it when he uses China Unicom's services in daily life.
联通App:"足不出户、一屏速办"
First of all, Xiaolei himself usually uses the official App of China Unicom to handle all kinds of business. As a mobile phone client, China Unicom App has a lot of functions, and it goes without saying that it is necessary to compare basic phone bill recharge, bill balance inquiry, and traffic package purchase. On the China Unicom App, you can also apply for mobile phone card opening, broadband reservation, loss report and replacement card, etc., saving the trouble of going to the offline business hall to handle it.
Moreover, China Unicom App also takes into account the elderly who are relatively unfamiliar with the operation of smartphones, and has specially developed a "care mode" to improve the user experience by increasing the font size and providing voice broadcast. The China Unicom App is also connected to offline business halls, so that users can get the number on their mobile phones to avoid the trouble of waiting in long queues and waiting for a long time.
According to the operator's financial report, when the reporter interviewed the Shandong Unicom App operation team, the person in charge, Kang Jian, proposed that the optimization standard of the Unicom App is "stay at home, one screen and do it quickly". To achieve this goal, it is inseparable from the detailed insight into the needs of users and the service concept of attentive customers.
FTTR broadband: high-speed network, covering the whole house
In addition, Xiaolei observed that FTTR has become a popular broadband service in recent years. Specifically, compared with the previous FTTH "fiber-to-the-home", FTTR is a further "fiber-to-the-home", covering the high-speed network to all spaces of the user's residence to obtain a better network experience. For the installation and deployment of FTTR, China Unicom has also adopted a series of detailed service specifications to provide customers with a good experience from installation to use.
According to a report by Phoenix.com Hebei, the reporters followed the engineers of Zhijia to the customer's home to witness the overall process of Unicom's FTTR service. Smart Home engineers will confirm the on-site installation time with the customer within half an hour after receiving the order, and will also confirm the customer's information and the network resource coverage of the address before the door-to-door visit. After visiting the door, the Smart Home engineer will use the WiFi evaluation tool to test the home WiFi network environment, and communicate the networking plan with the customer according to the test results. After confirmation, the construction will be carried out in strict accordance with the plan, and the WiFi test will be carried out after the installation is completed, and the specific use method will be instructed to the customer.
The entire service process of China Unicom FTTR gives people the feeling that the service is very efficient and meticulous, and the engineers of Zhijia can show professional skills. From the perspective of user experience,China UnicomFTTRprovide a package of network service solutions,Users don't have to worry about the placement of routers、Optical modem equipment,Nor do you need to arrange network cables by yourself,Everything is handled by China Unicom smart home engineers with professional skills,Finally, you can get a high-speed Internet experience,It can be said that it is worry-free and effort-saving。
5G+ digital agriculture to assist rural development
In daily use, the most intuitive experience of 5G technology for ordinary users is faster network speed and lower latency. In fact, 5G can play a key role in many fields, for example, 5G technology can be combined with agriculture to promote the upgrading and development of traditional agriculture with the power of digitalization.
According to a report by People's Daily Online-Xinjiang Channel in December, Xinjiang Unicom has used 5G technology, big data, Internet of Things and other technologies to transmit the data monitored in the cotton test field to researchers in real time to guide the test field to carry out irrigation, pest control and other operations, and greatly improve agricultural production efficiency through digital technology. Through advanced mobile communications and digital technology, China Unicom has provided assistance for agricultural upgrading and rural development. From this, we can also feel the high sense of social responsibility shown by China Unicom.
To improve the level of service, the concept and the form are important
We can feel that the service forms of China Unicom are becoming more and more diversified, but no matter how they change, the key to customer service is to meet the actual needs of users. What is commendable is that the service content of China Unicom has always focused on the actual needs of users. Customer service anchors have become hot list UP masters, essentially making friends with young people in the way that young people like; constantly optimizing and improving the China Unicom App is to conform to people's daily use Xi and use more efficient technologies and means to allow users to handle business more efficiently and conveniently; meticulous smart home services are to allow ordinary users to enjoy the results of high-speed broadband technology and improve the network experience; 5G to help farmers is to use digital technology and social responsibility to empower traditional agriculture and promote rural development.
As a well-known operator in China, China Unicom has abandoned its traditional thinking and used diversified services and down-to-earth methods to penetrate into the user group, gain recognition and form a word of mouth, which is worthy Xi of more enterprises to learn and follow up. Of course, more importantly, China Unicom can always adhere to the service concept of serving users wholeheartedly, and start from this, by covering online and offline, going deep into every level of contact with users, focusing on user needs, and aiming to solve needs and improve experience, it has brought intimate service experience to Unicom users.
Through a series of actions and good reputation, China Unicom has set an example in terms of user service, which is worthy of other enterprises to follow up and Xi learn from.