Three Key Objectives of Customer Service

Article Summary：In the current highly competitive business environment, customer service has emerged as a critical factor in enabling companies to increase their market share. This guide will introduce three objectives of customer service along with a specific example.

In the current highly competitive business environment, customer service has emerged as a critical factor in enabling companies to increase their market share. The goal of customer service is to provide exceptional experiences to customers, enhance their loyalty, and ultimately achieve sustained business growth. Outstanding customer service can set a company apart, win the hearts of customers, and establish differentiation from competitors. This guide will introduce three objectives of customer service along with a specific example.

Three  Key Objectives

Meet the Needs and Expectations of Customers

Firstly, the objective of customer service is to meet the needs and expectations of customers. In a competitive market, only by continuously providing high-quality products and services to meet customer needs can a company gain recognition and trust from customers. Customers expect convenient channels for problem-solving and support. Therefore, paying more attention to and understanding customer needs, and providing comprehensive service and support, are key to the success of a business.

Build Good Relationships with Customers

Secondly, the objective of customer service is to build good relationships with customers. Customer loyalty is an important support for the long-term development of a business. By actively interacting with customers, promptly responding to their questions and feedback, and providing personalized services, companies can enhance customer loyalty and encourage them to become primary promoters of the brand. Relationship management is crucial in customer service, not only reflected in problem-solving but also in establishing stable communication channels, regularly sending personalized marketing messages, and identifying and meeting customers' future needs.

Create Economic Returns for the Company

Lastly, the objective of customer service is to create economic returns for the company. By providing excellent customer service, companies can increase customer satisfaction and loyalty, thereby achieving business growth. Loyal customers tend to purchase more products or services and also recommend the brand to their friends, family, and colleagues. This "word-of-mouth marketing" is a crucial driver for companies, helping them reduce marketing costs and attract more potential customers.

Example about Udesk Customer Service

Udesk (Voice Chatbot) X Capital Metro

The Beijing Rail Transit Network Passenger Service Hotline 96123 is the service hotline for the Beijing subway. It was launched for trial operation on March 31, 2021, covering services related to operations, ticketing, and station-related information inquiries across the entire urban rail transit network in Beijing. This includes routine inquiries such as route information, fare queries, and other daily questions related to using the subway.

Challenges with the Capital Metro system include:

1. High daily inquiry volume, with a need for improved efficiency in manual ticket handling and workflow.
2. Challenges in voice recognition due to environmental noise, background noise, and similarity in names of high subway stations. Additionally, challenges arise from the coexistence of numbers and Chinese characters.
3. Diverse accents from people across the country, posing difficulties for voice recognition.
4. High variability in user expressions, making it challenging for semantic recognition of route information.

Solutions

Given the above challenges, Udesk created the customized 96123 intelligent Voice Chatbot.

• The Automatic Speech Recognition (ASR) system "listens" to what users say, accurately recognizing accents from diverse regions.
• The Natural Language Processing (NLP) system "understands" the meaning of user statements, accurately comprehending departure and destination information.
• Integration with business systems to quickly provide users with query results, making Beijing subway travel inquiries more intelligent and convenient.

Achievements

The 96123 service hotline, supported by Udesk's AI, has successfully launched and is in trial operation across the entire Beijing subway system. Since its inception, the accuracy of the 96123 service hotline robot's voice customer service has exceeded 90%, addressing user inquiries about travel routes and fare queries. This significantly reduces the pressure on human customer service, achieving a dual improvement in management efficiency and effectiveness. The success of the system has gained high recognition, making it a typical case of AI application in China's transportation sector.

Enhance your Customer Service with Udesk

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The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/three-key-objectives-of-customer-service.html