Electric power customer service

Jiaxun Feihong power supply company 95598 customer service center system” has the abundant access modes such as telephone, fax, Email, short message, and Internet etc, it has been expended from the traditional artificial services to the flexible customer service means such as automatic voice service IVR, automatic fax service IFR, active dialout DialOut, short message active sending etc.

Realizes the powerful customer service center services such as automatic query of power cut information, initiative issue of power cut notification, electricity charge query, electricity charge automatic payment hurry, general knowledge on electricity using query, service expansion and installation request, service expansion flow and progress query, information query/consulting (manual), complaint/report/comment, and fault repair, telephone payment electricity charge etc.

Thus the customer service can be truly realized 3600 all-round closed loop management customer service.

Jiaxun Feihong power supply company 95598 customer service center system” mainly provides the following customer service functions:

Automatic query of power cut information: the customer can query the emergency power cut information, scheduled power cut information, overdue payment power cut information etc; and query respectively according to the district located.

Initiative issuing of power cut notification: the management staff can preset the power cut prompt voice to be played and initiative notification time, the system shall automatically dial the relevant customer telephone according to the preset conditions, play the relevant prompt voice on power cut notification. It can be also realized by preset the power cut information contents and time, then automatically send the short message about the power cut notification to the user mobile phone by the short message system.

Electricity volume and charge query: for electricity charge query function, the customer can enter his/her account number and password to verify, after passed, enter the year and month to be queried, then the electricity charge information can be queried, and obtain the electricity charge information fax form from the facsimile.

Electricity charge telephone payment hurry: for overdue payment customer, the management staff can preset the overdue payment conditions and prompt voice for payment hurry, the system shall automatically dial the relevant customer telephone according to the preset conditions, play the relevant prompt voice to prompt the customer payment hurry. After preset the conditions, it can also automatically send electricity charge payment hurry short message to the overdue payment user by short message system.

Query of general knowledge on electricity using: the relevant management staff can enter the general knowledge on electricity using information through automatic voice information management auxiliary tool, the user can obtain the voice information by pressing the keys. It can also enable the fax user to automatically gain the general knowledge on electricity using information through automatic fax service.

Service expansion and installation service: realize the automatic management, and automatic receiving and dealing of various services through business window.

Service consulting: including the applicable policies and regulations on electric power, technical rules and standards, local power supply service description, service code and management regulations etc; the consulting contents can be stored in system in standard knowledge database mode to help the seat representative to solve the customer’s consultation; supports the subject heading (primary query) and full-text index (secondary query) functions.

Service query: query contents include the dynamic information such as customer archive information, power consumption information, overdue payment information, installation request flow information, metering information, power supply and consumption contract information etc; the query contents still include the static service information such as power cut information, prevailing electricity price, service expansion project charging standard, installation report procedure, and installation report standard flow etc.

Complaint/report/comments:receive and deal the customer’s complaints to electric power enterprises, including criticism, comment and report. The customer complaint can be dealed by seat representatives, after the complaints dealed, the seat representative shall be responsible for customer return visit, and collect the customer satisfaction to dealing results; the complaints include the service quality, trade atmosphere, grid reform, electricity charging, service expansion and charging, elec