For industries like finance, telecom and other sectors which create values for customers by service, service is a double-edged sword. Good service can improve the customer satisfactions and further improve their loyalty index to the enterprise. However the disappointing service will drive away the customers. To improve the service quality, a full set of measures and regulations of positive customer service need to be made. Behaviors and methods of positive customer service need to be analyzed. And negative customer service need to be precaution-ed and avoided. The so called negative customer service means the service which does not help the customers solve the issue or get their understanding but trigger the customer's dissatisfaction and complaint which violates the relation between the enterprise and the customers. 

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Existing Shortage and Challenge:

Function of visual customer help system is to do something on customer service. Nowadays the self-help business is getting more and more complicated. The self-help terminal is achieving more diversified functions. Therefore when the user has difficulty using the self-help device, they may be not able or even don’t know how to describe accurately. This brings a severe challenge to the traditional customer service based on voice as the communication method. During the traditional customer help-seeking based on voice, it all depends on customer’s description for service personnel to know the situation of the client. There may be misunderstanding of the issue raised by the customer, which results in ambiguity and sending wrong instruction. On the other hand, the service personnel can not grasp intuitively the user’s operation interfaced. They can only restore the customer’s operation by imagination. So there are higher requirements for the service personnel to improve his/her professional proficiency.

Poor User Experience of Customer Service:

For the customers who use self-help device to process business, the enterprise should be grateful: on one hand, as the service object, the customers bring profit to the enterprise; on the other hand, by using self-help device to process business, it helps the enterprise save labor cost and improve work efficiency. The enterprise should reward these kind of customers with more considerate service to encourage them to continue using self-help service. However, when the call center based on voice provides self-help service, it may confuse these quality customers: after entering several layers menu, but the user didn’t find relevant business. They need exit one layer by one layer and listen to the prompt tone again. Even though the voice is sweet, it still makes the user feel cockamamie. This kind of user experience can be described as terrible only.

Simple Service Means:

Most of the existing help-seeking systems are based on simple voice function. Faced with more and more complicated enterprise business and customer demand, simple voice service can not satisfy the customers with its user experience. When the service staff helps the customer diagnose the issue, If the customer can not describe the issue accurately or if he/she can not understand the service staff correctly, to solve the issue will become quite complex with low efficiency. It will add the average processing time and the waiting time for customers. What's more, longer processing time will decrease customer's satisfaction with the service. Thus it will affect users' trust in the enterprise. In turn, good user trust and public praise is a vary important factor which attracts customers.

Visual Help-Seeking System:

Function of visual help-seeking system is to serve the customers in a more effective and friendly way. By showing meticulous loving care for the customers, it improve their satisfaction and loyalty towards the enterprise. Meanwhile, by reducing the work complexity, it improves the service staff’s working efficiency, optimizes the resource allocation of help-seeking center, allows full play to the existing resource and meets the customers'demand to the maximum extension. The visual help-seeking system has a lot of advantages. Firstly, more attention to serving customers will lead to more effective methods to deal with relation with important customers. Secondly dealing with a plenty of simple customer contacts by dedicatedly trained front-line staff reduces the cost to handle the business. Higher level and experienced staff can be assigned to more complicated work.

Visual Help-Seeking Function:

Visual help-seeking function is one of the system features. Adding video element in the call makes the customers feel better quality and considerate service. At the same time, it can improve communication efficiency to reduce operation cost for the enterprise. Visual help-seeking has a complex procedure but a simple operation. For customers it’s to pick up phones and call for help. Send help request from the help-seeking terminal. After receive help request, the server will send the routing number to the help-seeking terminal according to the system configuration. The help-seeking terminal will call the routing number acquired. The the system will transfer to relevant calling center according to the technical team that routing number has appointed. The service terminal will choose free seat to make a call. The call procedure is quite complicated, but picking up the phone to make a call directly really improves user experience greatly, which makes the user focus on what they are seeking for help.Function of video call has been enabled as system default. If the service staff is not free for video call, he/she can disable transmission of the video from the call center terminal or choose to see video from help-seeking side only without showing his/her own video image on the help-seeking terminal. This can be set flexibly according to the site situation.

Background Push Function of Multimedia: 

Background push function of multimedia is also one of the features of customer help system. For the traditional customer help system, there are usually such situations: sometimes the service staff can not express to the customer or some professional concepts can not be clearly explained. Most of time, a piece of picture or a paragraph of words is able to deliver the information to the customer clearly and effectively. But traditional voice help is unable to satisfy such demand. Visual customer help terminal provides the customer with visual screen, which meet the requirement to support multimedia including video, picture, word. It improves the user experience and system value. Also it creates a more professional customer help platform for the enterprise which upgrades the processional skill of enterprise and the working efficiency.

Remote Initiative Assistance Function:

Generally traditional customer help-seeking is passive. it gets to know the site situation only when the customer asks for help actively. Remote initiative assistance function can enhance the service staff's initiative to the site. General self-help points have been equiped with CCTV camera. The camera can only view and record site situation without being able to react to site issues or incidents. Regarding this issue, we have added remote initiative assistance function to the customer help system. By remote help, the staff is able to get in touch with the site and give guidance by broadcasting through the the built-in speaker of customer help all-in-one machine. it provides the customer with an intimate environment, enhances customer's loyalty to the enterprise, promotes the enterprise image and creates more business value.