HuanXin CTO: HuanXin Mobile Customer Service Leads Customer Service into the Golden Age

On July 28, Huanxin held a B round financing and mobile customer service new product launch conference at Beijing JW Marriott Hotel. At the conference, Huanxin CEO Liu Junyan announced that Huanxin successfully obtained $12.5 million in B round financing. At the same time, Huanxin CTO Ma Xiaoyu announced that Huanxin Mobile Customer Service 3.0 product was officially launched. Huanxin Mobile Customer Service will open a new era of mobile customer service 3.0 by relying on the monopoly technology of IM long connection and the combination technology of "intelligent knowledge base + intelligent robot".

Huanxin CTO Ma Xiaoyu explained Huanxin Mobile Customer Service 3.0 on site

The traditional customer service industry is a labor-intensive industry. Due to the continuous increase in labor costs, traditional call centers have moved from Beijing, Shanghai and Guangzhou to Dalian, Chengdu and other places. In the future, they will even move to places with lower labor costs such as Xinjiang, Tibet and Qinghai. Ma Xiaoyu, CEO of Huanxin, said that Huanxin hopes to solve the problem of rising labor costs through technology, so Huanxin launched an intelligent mobile customer service system in a timely manner.

The two elements of intelligence are: one is the intelligent knowledge base, and the other is an intelligent robot.

Intelligent Knowledge Base Huanxin Mobile Customer Service 3.0 will have several standard industry knowledge bases built in. Based on artificial intelligence deep mining technology, it is easier to maintain this knowledge base. The more people use it, the more sensitive the knowledge base will be and the faster it will be able to answer questions. If a user says I want to reset my password, the intelligent knowledge base system will automatically display the password reset process on the customer service work end, and the user can follow the standard process. Huanxin Mobile Customer Service combines intelligent robot technology with knowledge base to answer 80% of common questions, and the remaining 20% ​​need to be solved manually.

In addition, HuanXin has gradually begun to deploy big data technology in mobile customer service. The 3.0 version of HuanXin provides 15 new comprehensive data statistical reports, ranging from the simplest customer service current work status, customer service daily workload, customer service conversation summary, etc.

On this basis, we provide channel statistics reports, so that you can know your customer service user needs, such as whether they come from WeChat, mobile apps, or web pages, and do some channel analysis. In addition, we also provide user satisfaction reports, which can not only improve the overall user satisfaction, but also help APP operators and developers to iterate quickly, improve products as soon as possible, and continuously meet customer needs. Help customers transform the customer service system from a cost center to a marketing center and profit center.

***Ma Xiaoyu said that Huanxin Mobile Customer Service is an open platform, and the entire internal platform is a plug-in and extensible system. Through plug-ins, an extensible platform can be built, and secondary development can be carried out to meet the different needs of thousands of customers on SaaS services. At the same time, Huanxin also has an ecosystem deployment on this basis. Huanxin now has several partners, two authorized integrators for IM private cloud deployment, and two authorized certified integrators for value-added services in the field of mobile customer service. We hope that Huanxin can continue to develop, and in the process of development, work with partners to do a good job in the market, so that our partners can really make money.

It is reported that Huanxin's typical users of mobile customer service include Gome Online, 58 Home, Chuchu Street 9.9 and hundreds of other Internet giants, with a total of 40,000 customer service seats signed. According to the "2015 China Mobile Customer Service Market Development Research Report" released on site by iiMedia Research, Huanxin has the largest market share in the emerging mobile customer service market and the largest number of APP customers. It is not difficult to predict that Huanxin, which has the vision of connecting "people and business", will be the most likely to become the next "unicorn" with its amazing growth rate.

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