Shulou(Shulou.com)11/24 Report--

"from 2020 to the first half of 2023, Didi has cumulatively helped users retrieve goods equivalent to 1.6 billion yuan." Wang Jian, general manager of Didi ESE customer service system, shared such data at the "Digital Intelligence Service Industry Development Forum" a few days ago, saying that Didi customer service is trying to provide users with a warmer and more professional service experience through the construction of a standardized system and evolving "digital intelligence" technology.

At present, there are nearly 500 people in the Didi customer service team, who are responsible for helping users find lost items, follow up coordination and resolve disputes. From 2020 to the first half of 2023, customer service handled a cumulative total of nearly 4 million lost items, helping users find lost items equivalent to 1.6 billion yuan.

During the college entrance examination in 2023, Didi customer service helped candidates successfully retrieve 59 admission cards. Since 2021, Didi customer service has launched admission cards to retrieve the special line for three years in a row, helping candidates retrieve a total of 125 admission cards.

Didi customer service helps users retrieve a wide variety of items. Overall, mobile phone recovery accounts for the highest proportion, accounting for 57% of the total number of items recovered. Didi customer service helps users retrieve about 1000 mobile phones a day on average. Followed by daily necessities, accounting for 10.9%, including clothing, maternal and child products, cosmetics and so on. Wang Jian said that the recovery of lost property is supported by industry standards that have been established over a long period of time in the process of continuously solving problems and constantly discovering new problems.

Users encounter a variety of problems when taking an online ride-hailing. In addition to creating an efficient team to retrieve lost items, how to enable users to find their own corresponding problems and solve them quickly in the numerous voice prompts of customer service calls is also the product direction that Didi customer service is trying to optimize. In order to solve the problem more quickly and conveniently, Didi customer service has launched a visual network hotline, which has covered more than 300 cities across the country and gradually opened up testing.

Wang Jian said that the traditional voice menu needs to go through tedious operation to find the corresponding problem or switch to manual customer service. "Didi customer service has been deeply polishing the online Internet phone visual menu service for more than half a year, so that users can not only dial the Internet phone on the App to hear the sound, but also operate on the page to improve their ability to solve problems quickly." Wang Jian said: "the visual online hotline can improve the bad experiences of users in the past, such as not remembering menus, being unable to hear clearly or unwilling to listen to voice broadcasts." it has been used in most of DiDi's business lines. I hope that in the future, through the visual hotline, more users can solve problems with fewer clicks and find Didi customer service more easily. "

In addition, as more and more users express their views on social media and look forward to faster service response, Didi customer service system is applying large model technology to improve the customer service ability of social media. gradually improve the system path to quickly find problems, identify problems, and transfer processing. Wang Jian said that "temperature, attitude and good communication" is the goal of Didi social media customer service. We know that customer service is still a long way from users' expectations in many ways, but we will continue to make efforts to improve our service experience, hoping to gradually improve our service system from the perspective of users. Provide users with warmer and more professional services.

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