Smart home access to mobile customer service professional platform construction is the key

As more and more smart devices are connected to the mobile Internet, consumers hope that companies' customer services can be extended and embedded in apps and smart devices themselves, making the service available everywhere.

For example, consumers can get direct interactive customer service with just one button on mobile computing devices with APP installed, or even on smart devices such as refrigerators, washing machines, and cars, without having to go to a dedicated customer service center or call a customer service phone number.

This idea is not something that no one has considered. For example, Zendesk, the leading brand of cloud customer service platform in the United States, has achieved success in the US market. It is reported that Zendesk not only provides a very useful cloud customer service product, but also creates an open platform that supports many companies to make profits by making plug-ins. It is estimated that its industry chain market is valued at nearly 10 billion US dollars.

The key to Zendesk's success in the United States is that it has its own cloud services, open platform, and ecosystem, which are all needed by mobile customer service platforms, because no service provider can face such complex scenarios, technologies, industrial chains, business flows, and the needs of enterprises and consumers in the Internet era. Therefore, the open mobile customer service platform built by Zendesk allows smart homes to successfully access mobile customer service.

Liu Junyan, CEO of HuanXin, a domestic instant messaging service provider, believes that traditional customer service can no longer carry the business on the mobile side. The customer service of the future, especially the customer service on the mobile side, will be different from and surpass traditional customer service.

It is reported that Huanxin will launch a mobile customer service platform SDK at the end of this year. It is based on the instant messaging cloud and is a cross-platform mobile customer service platform. "Huanxin will connect the upstream and downstream and introduce more partner services for enterprises using customer service. These services will be smoothly introduced in the form of plug-ins, and open source is the key to supporting the platform. This also makes Huanxin's mobile customer service platform a true new generation of Zendesk," Liu Junyan introduced.

It is understood that Huanxin's partners are currently developing cross-platform smart chips. In the future, the Huanxin platform will be integrated into the chips. This "Huanxin inside" chip can be directly used in various smart devices, facilitating seamless smart connection of hardware and software in various fields. The cost of these chips is only 7 yuan.

Statistics show that by 2017, 35% of customer service requests will occur on mobile devices, and the integration of smart homes with mobile customer service will become a general trend, because users will increasingly use smart devices in different scenarios. Only more efficient and better information interaction services can meet the needs of users in the smart era.

As a winner of Toutiao's Qingyun Plan and Baijiahao's Bai+ Plan, the 2019 Baidu Digital Author of the Year, the Baijiahao's Most Popular Author in the Technology Field, the 2019 Sogou Technology and Culture Author, and the 2021 Baijiahao Quarterly Influential Creator, he has won many awards, including the 2013 Sohu Best Industry Media Person, the 2015 China New Media Entrepreneurship Competition Beijing Third Place, the 2015 Guangmang Experience Award, the 2015 China New Media Entrepreneurship Competition Finals Third Place, and the 2018 Baidu Dynamic Annual Powerful Celebrity.