E-commerce customer service satisfaction survey and intelligent customer service development suggestion research

Abstract

In recent years, with the rapid development of e-commerce technology, the scale and number of e-commerce platforms with online retail business as the core are increasing day by day.In the service system, because the content of customer requirements is inconsistent, the answer of customer service is also different, and the question service is easy to answer the question, thus reducing customer satisfaction.Therefore, the optimization of customer service system is worthy of our in-depth study, but also worthy of great attention.In this paper, through cluster sampling and convenient sampling survey method, questionnaire survey, combined with relevant secondary data, in various areas of the country to collect customer demand and evaluation of e-commerce platform intelligent customer service.To understand the development status of e-commerce intelligent customer service, and then through the analysis of the use of e-commerce platform intelligent customer service and influencing factors, for the development of e-commerce industry intelligent customer service to find the corresponding countermeasures.