How Will The Customer Service Be Changed In The Era Of Big Data?

Recently, "big data" has replaced "big data". Cloud technology "It has become a hot topic of new technology. All kinds of" big data "books emerge in an endless stream. Articles are even more dazzling. It seems that if you do not relate to big data, you will be OUT! To make it easier for you to understand the meaning of big data? Let me briefly introduce the definition and background of big data.

How did the concept of big data come from? In May 2011, EMC held a theme meeting on cloud computing to meet big data. It first threw out the concept of "Big Data"; in June, sponsored by EMC, the annual digital cosmology report compiled by IDC was released from Extracting (Value from Chaos); then, many foreign institutions such as IBM and McKinsey published "big data" related research reports to be followed up actively.

From the background, we can see that EMC, the world's largest external storage hard disk supplier, is the mastermind of promoting the concept of "big data", and, of course, he wants to sell more hard drives. This kind of soft advertising hype not only does not cause repugnance and Tucao, but is recognized and accepted by all sectors of society. It is also closely related to its social background. Due to the rapid decline in the cost of data generation in recent years, the amount of data generated by human beings is increasing exponentially. More than 80% of these data are unstructured data that traditional databases can not handle. How big are these data? According to the monitoring of IDC, the world officially entered the ZB era in 2010. It is estimated that by 2020, the world will have the total amount of 35ZB data. If the data of 35ZB is burned to the disc with capacity of 9GB, its superposition height is equivalent to the three round-trip between the earth and the moon. In the face of such an intuitive metaphor, other languages will be feeble.

Maybe you will say Big data This phenomenon does not need to be said, we have long been able to see that it is not the big data that can bring any substantial impact to our society, or how can I not see its application? I just want to say, "analysis of history can see the future". A few years ago, people who said cloud technology were far away were uploading their documents, photos and videos to "iCloud". They used the "Sogou cloud input method" to log on to websites such as Dropbox, Yelp and Zynga. Amazon "Cloud platform"... That piece of "cloud" floating in the sky is no longer "impossible to touch".

According to the McKinsey Global Institute's research report, "Big data: The next frontier for innovation, competition, andproductivity", big data will bring significant application value to medical services, public management, location services, retail and manufacturing industries. For example, the annual value of medical care industry in the United States will be 300 billion dollars, about 0.7% annual growth rate, and the highest product development and assembly cost for the US manufacturing industry will be reduced by 50%. McKinsey's report explains the benefits of big data to all walks of life, and recommends reading. I just talk about the impact of big data on customer service.

In the cloud age, Taobao launched a cloud service customer service mode, cloud customer service. Cloud customer service gathered Taobao people who like to help people in society and have the ability to help people, so that customer service personnel can provide remote services to customers at home or school, so as to realize "HO (Home Office, home office") and make full use of the scattered time of customer service personnel, which not only reduces the cost, but also improves the efficiency. Of course, this "cloud" is not a real sense of cloud technology, but a concept and gimmick. In the era of big data, what commercial value will it bring to customer service?

I believe that big data will bring about a change to customer service, which will bring great imagination and unlimited development prospects to customer service. It can even transform the customer service department from the original cost center (high cost, low value) to profit center (enhance brand value and create revenue).