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Enhancing Customer Satisfaction through Grammarly Business: A Global BPO Case Study
技术
- 分析与建模 - 过程分析
- 网络与连接 - 5G
适用行业
- 设备与机械
- 电信
适用功能
- 质量保证
- 销售与市场营销
用例
- 时间敏感网络
- 视觉质量检测
服务
- 测试与认证
挑战
一家全球业务流程外包 (BPO) 公司为从金融到电信等众多行业提供服务，在提高客户服务质量方面面临着重大挑战。该公司每天通过各种渠道（包括实时聊天和电子邮件）处理大量支持请求。然而，沟通质量是一个主要问题，导致客户及其顾客的投诉。该公司还因客户不满意而面临处罚。由于许多客户服务代理的母语不是英语，这一事实进一步加剧了这一挑战。虽然他们英语很好，但缺乏适当的工具和时间限制使他们很难确保他们的信息清晰和专业。该公司尝试使用预设回复，但这种方法对于复杂的客户支持问题并不有效，并且经常让客户感觉他们正在与机器人交谈。
关于客户
本案例研究中的客户是一家拥有 19 个分支机构的全球业务流程外包 (BPO) 公司。该公司服务于广泛的行业，包括金融、电信和送货零售商。它每天通过各种渠道处理大量支持请求，并为 500 万客户提供服务。由于沟通质量问题，该公司在提高客户服务质量方面面临挑战，特别是因为许多座席的母语不是英语。该公司还应对因这些问题而不满意的客户和处罚。
解决方案
该公司决定投资 Grammarly Business 作为解决沟通挑战的解决方案。这一决定受到了一位个人的影响，他一直在使用 Grammarly 执行个人任务，并看到了它对更广泛的团队的潜在好处。该公司向 250 名客户支持代理推出了 Grammarly Business。该工具帮助特工发现拼写错误、调整语法和语法，并以友好的语气写作。它还可以作为一种教学工具，提供如何纠正错误的指导，从而为指导代理商的经理节省大量时间。 Grammarly Business 的使用确保客户清楚地了解对预设回复的调整，从而提高了沟通质量。该公司还强调良好语法对于更好沟通的重要性，并为其团队配备了提高生产力的工具。
运营影响
数量效益
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