为么腾讯人工客服的tel永远都打不通?
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><img src="https://mmbiz.qpic.cn/mmbiz_jpg/maBSQqmAv8csx0zlsNXDasX2P11eaQZfXEybeuibkNITibGU1DblibdoM6RmSiatJ04iasKQAACuSUxcWicpb5zguPRg/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></p><span style="color: black;"><strong style="color: blue;">合力亿捷呼啦圈</strong></span><span style="color: black;">合力亿捷专为客服人打造的小圈子</span><span style="color: black;">文/刘兴亮（<span style="color: black;">微X</span>公众号：刘兴亮时间）</span><span style="color: black;"><span style="color: black;">每次我给Pony发<span style="color: black;">微X</span>，表达什么对腾讯的<span style="color: black;">意见</span>、观点时，Pony几乎秒回。堪当腾讯「客服一哥」。</span>如此注重用户体验，想来腾讯客服应该<span style="color: black;">亦</span>是这个水准吧。然而<span style="color: black;">实质</span>上，腾讯客服却是<span style="color: black;">大众</span>常常吐槽的对象。</span><span style="color: black;">有<span style="color: black;">可疑</span>腾讯<span style="color: black;">基本</span><span style="color: black;">无</span>人工客服的、有咨询到底怎么<span style="color: black;">才可</span>联系到人工客服的、<span style="color: black;">亦</span>有专门写攻略教<span style="color: black;">大众</span>怎么联系到人工客服的：</span><img src="https://mmbiz.qpic.cn/mmbiz_jpg/RKZdIxeGxmUlarv3792v3ibTdoH1biaJKXjicBKwyfFiaEoJBtMfcc5LyZdQKf7WrzibhtYJu1puvyaApgdXNHQlQfw/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;">网络上<span style="color: black;">针对</span>腾讯客服的批评声<span style="color: black;">持续</span>，我想，<span style="color: black;">倘若</span>腾讯客服能够以「客服一哥」<span style="color: black;">做为</span>学习<span style="color: black;">典范</span>，那体验应该能改善<span style="color: black;">非常多</span>。</p>
</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">一个向来注重用户体验的<span style="color: black;">机构</span>，<span style="color: black;">为何</span>客户服务会<span style="color: black;">导致</span><span style="color: black;">大众</span>的不满？</span></strong></span><span style="color: black;">接下来我从一个普通用户以及一个对腾讯还算<span style="color: black;">认识</span>的行业观察者的角度，来分析分析这件事。</span>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><img src="https://mmbiz.qpic.cn/mmbiz_png/maBSQqmAv8dkbxD4kyvUiavJK8B0XUto3slPJ6XAECqhpDAqzzLibYqfEficNw11XOtuCYeK3r3ML7JwSuDeYGqVg/640?wx_fmt=png&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">1</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">首要</span>，人工客服肯定是存在的，至于<span style="color: black;">为何</span>很难联系到，我想是<span style="color: black;">由于</span>腾讯用户体量太大的<span style="color: black;">原由</span>吧。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">腾讯客服要服务的范围<span style="color: black;">包括</span>了腾讯集团300余款To C的<span style="color: black;">制品</span>，像<span style="color: black;">微X</span>、<span style="color: black;">微X</span>支付、QQ、游戏等都是十亿级的用户数。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">据说</span>，2019年全年，</span><span style="color: black;"><strong style="color: blue;">腾讯客服服务的用户数近3亿，服务次数超8亿</strong></span><span style="color: black;"><strong style="color: blue;">。</strong>在某些特殊事件<span style="color: black;">出现</span>时，会瞬间达到服务请求的峰值，例如2019年10月29日的<span style="color: black;">微X</span>支付故障，<span style="color: black;">tel</span>热线的拔打量峰值达10万以上。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">同期</span>有10万个客服<span style="color: black;">tel</span>要打进来？面对这么大的<span style="color: black;">需要</span>量，腾讯<span style="color: black;">日前</span>有多少客服？</span><span style="color: black;"><strong style="color: blue;">答案是：</strong><strong style="color: blue;">3000人。</strong></span><span style="color: black;">面对如此大的服务量，腾讯客服能顶住这种压力<span style="color: black;">已经是</span><span style="color: black;">不易</span>。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">随便举个其他互联网<span style="color: black;">机构</span>的例子，<span style="color: black;">例如</span>阿里，<span style="color: black;">例如</span>京东，客服都有一万多人，今年还都计划再<span style="color: black;">增多</span>客服。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">客服不是边缘团队。<span style="color: black;">她们</span><span style="color: black;">常常</span>距离用户更近，能听到的声音更真实。<span style="color: black;">因此</span>，给腾讯的<span style="color: black;">第1</span>个<span style="color: black;">意见</span><span style="color: black;">便是</span>：人工客服数量做<span style="color: black;">更加多</span><span style="color: black;">弥补</span>。</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">而给广大用户的<span style="color: black;">意见</span>是：</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">日前</span>想<span style="color: black;">tel</span>找到人工客服还需要<span style="color: black;">有些</span>耐心的。</strong></span><span style="color: black;"><span style="color: black;">倘若</span>接通了人工服务，<span style="color: black;">亦</span>请耐心简要的描述自己的<span style="color: black;">状况</span>，以便于客服帮你，不要着急不要谩骂，<span style="color: black;">这般</span>效果更差。服务业<span style="color: black;">不易</span>，客服们<span style="color: black;">亦</span>是为了工作，要彼此尊重。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">2</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">可<span style="color: black;">为何</span>找到了人工客服，<span style="color: black;">亦</span><span style="color: black;">处理</span>不了问题呢？</span><span style="color: black;">这方面，我<span style="color: black;">做为</span>一个普通用户<span style="color: black;">没法</span>接受，但<span style="color: black;">做为</span>一个行业观察者，确能理解。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">首要</span>，说说<span style="color: black;">为何</span><span style="color: black;">做为</span>一个普通用户我<span style="color: black;">没法</span>接受。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">通常</span><span style="color: black;">状况</span>下， 一个<span style="color: black;">制品</span>在面对用户咨询的时候，会提示人工服务需要等待，<span style="color: black;">举荐</span>自助服务。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">哪些</span>问题很简单的人，<span style="color: black;">她们</span>会<span style="color: black;">选取</span></span><strong style="color: blue;"><span style="color: black;">智能自助服务来<span style="color: black;">处理</span>问题</span></strong><span style="color: black;">。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">可是还有<span style="color: black;">有些</span>人，<span style="color: black;">她们</span>觉得自己的问题很<span style="color: black;">繁杂</span>，<span style="color: black;">或</span>，<span style="color: black;">她们</span>愿意等待一会儿，以求得更直接、<span style="color: black;">可靠</span>的<span style="color: black;">处理</span>方式。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;"><span style="color: black;">大众</span>的共识是，当<span style="color: black;">咱们</span>付出等待的代价时，就会换来更好的<span style="color: black;">处理</span>。</span></strong></span><span style="color: black;">客</span><span style="color: black;">服一对一面对用户<span style="color: black;">处理</span>问题时，<span style="color: black;">亦</span>能起到消除<span style="color: black;">消极</span><span style="color: black;">心情</span>的<span style="color: black;">功效</span>。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">例如</span>，我<span style="color: black;">能够</span>找银行的人工客服咨询，我这个月信用卡欠款多少，有多少能分期，能<span style="color: black;">不可</span>给我提额？<span style="color: black;">这般</span>我就<span style="color: black;">不消</span>在该银行的APP里去找这些信息了，<span style="color: black;">重点</span>是我不确定自己能找到，<span style="color: black;">因此</span>我愿意等待人工客服直接给我准确的答案。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">我<span style="color: black;">亦</span><span style="color: black;">能够</span>打<span style="color: black;">tel</span>问电信运营商，能<span style="color: black;">不可</span>改话费套餐，有什么套餐<span style="color: black;">举荐</span>？<span style="color: black;">这般</span>我就<span style="color: black;">不消</span>关注<span style="color: black;">她们</span>的公众号再去输入个人信息<span style="color: black;">查找</span>了。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">因此</span><span style="color: black;">倘若</span>用户好<span style="color: black;">不易</span>打通了腾讯的人工客服<span style="color: black;">tel</span>，客服却给不到<span style="color: black;">处理</span><span style="color: black;">方法</span>，<span style="color: black;">或</span>还是让用户回公众号、小程序<span style="color: black;">处理</span>问题，就会让用户感到失望。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">再<span style="color: black;">来讲</span>说<span style="color: black;">做为</span>一个行业观察者，我<span style="color: black;">为何</span><span style="color: black;">亦</span>能够理解<span style="color: black;">她们</span>。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;"><span style="color: black;">由于</span>腾讯的业务交纵，<span style="color: black;">繁杂</span>度很高。</span></strong><strong style="color: blue;"><span style="color: black;">一个看似很<span style="color: black;">知道</span>的问题，<span style="color: black;">背面</span>有N种可能性。</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">例如</span>用户玩游戏时<span style="color: black;">发掘</span>帐号登录不了，有可能是帐号被盗，<span style="color: black;">秘码</span>已被盗号者修改；<span style="color: black;">亦</span>有可能是帐号因存在被盗<span style="color: black;">危害</span>，触发了平台帐号<span style="color: black;">守护</span>策略，被临时<span style="color: black;">守护</span>限制登录；<span style="color: black;">亦</span>有可能是<span style="color: black;">由于</span>这个号是买来的，被原有的人修改了<span style="color: black;">秘码</span>；<span style="color: black;">亦</span>有可能是多人共用，<span style="color: black;">忽然</span>被其中某人改<span style="color: black;">秘码</span>了。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">有些<span style="color: black;">状况</span>是人工<span style="color: black;">亦</span>很难判定的，<span style="color: black;">例如</span>用户对一个帐号的<span style="color: black;">非常多</span>信息都<span style="color: black;">供给</span>不了、或是同一个帐号多位用户都能<span style="color: black;">供给</span>相同的信息。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">还有些问题，<span style="color: black;">例如</span>封号等<span style="color: black;">繁杂</span>问题确实不是<span style="color: black;">机构</span>侧能够<span style="color: black;">处理</span>的。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">确实很难，但用户是不会看过程的，<span style="color: black;">咱们</span>要的是结果。</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">因此</span>，即便再难，腾讯还是要加强对客服的培训，这是给腾讯的第二个<span style="color: black;">意见</span>。</strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">3</span></p><span style="color: black;"><span style="color: black;">增多</span>客服量、加强客服培训是腾讯<span style="color: black;">日前</span>应该做的，但这<span style="color: black;">亦</span>只是权宜之计。</span><span style="color: black;">从更长远的<span style="color: black;">方向</span>来看，<span style="color: black;">想要</span><span style="color: black;">加强</span>用户体验，智能客服、人机结合应该<span style="color: black;">作为</span>不可缺少<span style="color: black;">乃至</span>是最重要的一环。</span><span style="color: black;"><span style="color: black;">日前</span>，这方面还存在在<span style="color: black;">非常多</span>体验上的不足，<span style="color: black;">包含</span><span style="color: black;">制品</span>体验与服务的衔接、自助工具的<span style="color: black;">处理</span>能力、智能与人工的衔接体验等。</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;"><span style="color: black;">首要</span>，智能客服还有优化空间。</span></strong></span><img src="https://mmbiz.qpic.cn/mmbiz_jpg/RKZdIxeGxmUlarv3792v3ibTdoH1biaJKXJx5wicbGsVZ2B2T2lz95pnevOkn9zqyKv2QUE70wYXO92O7xMUsQOuQ/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;"><span style="color: black;">例如</span>，这轮互动，就暴露了<span style="color: black;">最少</span>两个问题：</span><span style="color: black;">一方面，</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">没法</span>识别<span style="color: black;">照片</span>上的内容</strong></span><span style="color: black;"><strong style="color: blue;">。</strong>据我所知，提取<span style="color: black;">照片</span>文字，应该<span style="color: black;">已然</span>是一个很成熟的技术了，然而腾讯智能客服没有做很全面的应用。</span><span style="color: black;">另一方面，是业内智能客服的通病，做单条对答时，基本都能做到<span style="color: black;">精细</span>，但</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">针对</span>上下文的理解、多轮交互则很困难</strong></span><span style="color: black;">。在智能客服给出了一个<span style="color: black;">处理</span><span style="color: black;">方法</span>后，用户再追问下去<span style="color: black;">常常</span><span style="color: black;">便是</span>言不达意。</span><span style="color: black;">当然，在面对常规问题时（<span style="color: black;">例如</span>QQ号<span style="color: black;">秘码</span>找回、<span style="color: black;">微X</span>支付转账、绑定银行卡、身份证注册同名账户<span style="color: black;">查找</span>等等），腾讯智能客服是能够应对自如的，<span style="color: black;">全部</span>交互过程真人化，<span style="color: black;">乃至</span>察觉不出是<span style="color: black;">设备</span>人。</span><span style="color: black;">据我<span style="color: black;">认识</span>， <span style="color: black;">日前</span>在腾讯所有客户服务中，</span><span style="color: black;"><strong style="color: blue;">智能自助服务容量占比达90%以上，完全依靠智能客服成功<span style="color: black;">处理</span>用户问题的比例达到75%</strong></span><span style="color: black;">，其余问题大多<span style="color: black;">经过</span>智能协同、人机结合方式处理，这个成绩在业内<span style="color: black;">来讲</span>应该还是不错的。</span><span style="color: black;">看似是个还不错的成绩，这<span style="color: black;">针对</span>腾讯<span style="color: black;">来讲</span>还<span style="color: black;">不足</span>。<span style="color: black;">倘若</span>有1亿个用户咨询智能客服，15%的问题<span style="color: black;">没法</span>直接<span style="color: black;">处理</span>，那<span style="color: black;">便是</span>1500万人，这其中哪怕<span style="color: black;">仅有</span><span style="color: black;">非常</span>之<span style="color: black;">1、</span>百分之一的人发出抱怨的声音，<span style="color: black;">亦</span>颇有鼎沸之势了。</span><span style="color: black;"><span style="color: black;">因此呢</span>，给腾讯的第三个<span style="color: black;">意见</span>是：</span><span style="color: black;"><strong style="color: blue;">对智能客服投入<span style="color: black;">更加多</span>的<span style="color: black;">开发</span>力量——<span style="color: black;">加强</span>自然语言处理能力、填充知识库、训练<span style="color: black;">设备</span>多轮对话能力等等。</strong></span>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">4</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">日前</span>，腾讯客服的智能与人工的衔接体验<span style="color: black;">亦</span>不是很好。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">我的同事问<span style="color: black;">微X</span>客服，<span style="color: black;">为何</span>他的<span style="color: black;">微X</span><span style="color: black;">无</span>微粒贷。先是问智能客服，智能客服让他去关注微粒贷的公众号，他不想这么麻烦，<span style="color: black;">期盼</span>能直接在当前页面得到答案，就又改问人工客服，而在等待后得到的人工客服答案，和智能客服的答案是<span style="color: black;">同样</span>的。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><img src="https://mmbiz.qpic.cn/mmbiz_jpg/RKZdIxeGxmUlarv3792v3ibTdoH1biaJKXebZCg1iar3WW6SjaSqynJT4W6XJgxYaeMX3XZmRFy7zB3tr0ZXibiaJDQ/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">我觉得<span style="color: black;">能够</span><span style="color: black;">最少</span>采取两种方式来避免人工客服的机械感：</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">一是让用户在当前页面等待，<span style="color: black;">帮忙</span>连接到微粒贷的客服；二是人工客服<span style="color: black;">最少</span>应该能比智能客服多<span style="color: black;">供给</span><span style="color: black;">有些</span>信息，<span style="color: black;">例如</span>，给出几种可能<span style="color: black;">出现</span>这个问题的<span style="color: black;">原由</span>，<span style="color: black;">而后</span><span style="color: black;">倘若</span>想要<span style="color: black;">认识</span><span style="color: black;">详细</span><span style="color: black;">原由</span>，<span style="color: black;">意见</span>去关注微粒贷。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">因此</span>，给腾讯的第四个<span style="color: black;">意见</span>是：</span><span style="color: black;"><strong style="color: blue;">在人机结合的方式上，还需要多下功夫，不仅要注重效率，更重要的是用户体验呐~</strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">当然，<span style="color: black;">处理</span>问题的根源还在于<span style="color: black;">制品</span>优化，应从被动响应模式服务转变为积极主动<span style="color: black;">供给</span><span style="color: black;">更加多</span>预防性服务。<span style="color: black;">例如</span>，微粒贷的问题，<span style="color: black;">倘若</span>所有人的<span style="color: black;">微X</span>上都能找到这个入口，即便<span style="color: black;">无</span>给他开通，点进去<span style="color: black;">亦</span>会看到<span style="color: black;">原由</span>，是不是就会避免<span style="color: black;">有些</span>不必要的咨询呢？</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">5</span></p><span style="color: black;">最后<span style="color: black;">根据</span>惯例，我来给<span style="color: black;">大众</span>亮三点：</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">左一点：</span></strong></span>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">中国近年CPI逐年上涨，推动着人力成本的上涨，趋势已不可逆。</span><span style="color: black;">在这个大背景下，减员增效<span style="color: black;">已然</span><span style="color: black;">作为</span>企业经营共识，历来被认为是成本中心的客服中心尤其如此。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">随着科技的进步，越来越成熟的AI技术运用其中，传统人工客服模式<span style="color: black;">逐步</span>向智能客服转型升级，智能客服时代<span style="color: black;">已然</span>到来。</span><strong style="color: blue;"><span style="color: black;">但在其还未成熟的时候，人工客服的投入<span style="color: black;">不可</span>少。</span></strong></p><span style="color: black;"><strong style="color: blue;"><span style="color: black;">右一点：</span></strong></span><span style="color: black;">腾讯是一家有着多个<span style="color: black;">百姓</span>应用的科技<span style="color: black;">机构</span>，从用户体验的<span style="color: black;">方向</span><span style="color: black;">来讲</span>，客服能力的<span style="color: black;">提高</span>迫在眉睫；<span style="color: black;">同期</span>，<span style="color: black;">做为</span>一家科技<span style="color: black;">机构</span>，<span style="color: black;">大众</span>对腾讯的智能客服的预期就会更高。</span><span style="color: black;"><span style="color: black;">因此呢</span>，</span><span style="color: black;"><strong style="color: blue;">让智能客服更智能，人工客服像个人，全面<span style="color: black;">提高</span>客户服务能力</strong></span><span style="color: black;">，是腾讯需要投入<span style="color: black;">更加多</span>力量去完成的事。</span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">下一点</span></strong></span><span style="color: black;"><strong style="color: blue;"><span style="color: black;"><span style="color: black;">无</span>「服务」的服务，才是最好的服务</span></strong></span><strong style="color: blue;"><span style="color: black;">。</span></strong><span style="color: black;"><span style="color: black;">制品</span>只要改进一点点，就<span style="color: black;">能够</span>降低<span style="color: black;">海量</span>用户的服务<span style="color: black;">需要</span>，期待腾讯的<span style="color: black;">制品</span>越做越好，<span style="color: black;">咱们</span><span style="color: black;">运用</span>腾讯产品时，都是无师自通的小天才~</span>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">合力亿捷呼啦圈精选<span style="color: black;">举荐</span></span><span style="color: black;">欢迎阅读</span></span></p><a style="color: black;"><span style="color: black;">客服服务：要忘记同理心，关注同情心</span></a><a style="color: black;"><span style="color: black;"><span style="color: black;">怎样</span><span style="color: black;">作为</span>呼叫中心优秀的投诉专席<span style="color: black;">表率</span></span></a><a style="color: black;"><span style="color: black;">疫情之下，9大妙招<span style="color: black;">容易</span>应对客户投诉（附话术）</span></a><a style="color: black;"><span style="color: black;">赋能一线客服的新时代“客服修炼手册”</span></a><a style="color: black;"><span style="color: black;">疫情之下,一位阿里巴巴客服的真实<span style="color: black;">存活</span>日记</span></a>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><img src="https://mmbiz.qpic.cn/mmbiz_png/maBSQqmAv8fOuYDMqKWVTUeg7qYT1DxWyicmzSewPAe47r6GiacO7p1RSuhNksTwjKIvH3Cu7UXwrEKzFCUsSPrA/640?wx_fmt=png&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"></p>
论坛是一个舞台，让我们在这里尽情的释放自己。 你的话深深触动了我，仿佛说出了我心里的声音。 回顾历史，我们不难发现：无数先辈用鲜血和生命铺就了中华民族复兴的康庄大道。
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