Number 10000 is the bridge connecting customers and Hunan Telecom. If there is a demand or failure, call 10000. This is the habit of telecom customers. In recent years,

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Red Net Changsha March 15th (Reporter Yang Shuhua) No. 10000 is a bridge connecting customers and Hunan Telecom. If there is a demand or failure, call 10000. This is the habit of telecom customers. The day before the Spring Festival last year, Mr. Zhang’s home phone in Changsha broke down. He hurriedly called the service hotline of China Telecom. He was pleasantly surprised to find that although all the agents who applied for insurance through No. 10000 were busy, he immediately received a self-service insurance application reminder text message. By following the WeChat public account " China Telecom Hunan Customer Service", within 30 minutes of self-service application, Telecom installation and maintenance personnel made an appointment with him and came to repair the obstacle. Mr. Zhang gave Hunan Telecom a thumbs up for its smart, convenient and considerate services.

In recent years, Hunan Telecom has continued to carry out activities to strive for excellence in serving the people, constantly deepening the service concept of "customers first, serving with heart", starting from convenient services, focusing on customer perceptions, and using the No. 10000 Customer Service Center as a link to carry out a series of A series of service improvement activities have effectively solved customer problems and comprehensively improved service levels. They have been unanimously praised by customers. No. 10000 is also affectionately called Telecom's "air business hall" by customers. The

10000 number can not only provide users with basic services such as business consultation, inquiry, and fault repair, but also opens convenient business processing channels such as dialing the 10000 number and installing broadband. Through this multi-functional service window, customers can do business without leaving home. Enjoy efficient and convenient service.

In order to further facilitate our customers, improve service efficiency, broaden service channels, and build a "three-dimensional, intelligent, and open" customer service system that adapts to the mobile Internet era, Hunan Telecom has successively opened online 10,000 and handheld 10,000 on the basis of telephone number 10,000. , QQ10000, Weibo 10000, WeChat 10000, 10000 and other channels to connect to telecom customer service, creating a three-dimensional collaborative multimedia intelligent customer service system. When the number 10000 is busy, customers can promptly inform the customer service staff of number 10000 of their needs through WeChat, Weibo, QQ, SMS, and email. The diversification of

service channels has enabled a three-dimensional service system, and the collaborative operation of 6 10,000 has achieved remarkable results. Manual services combined with new media self-service channels have improved the online service capabilities of the Internet; voice manual plus QQ services, for some more complex problems, customer service staff can not only provide voice guidance, but also use images and other methods on QQ to provide guidance. Users receive more detailed explanations and guidance. Through the above multi-service means of self-service, mutual assistance, and assistance, Hunan Telecom's 10000 number has become a window that provides customers with instant, local, and comprehensive services. Customers can successfully report faults and handle business in the shortest time, reducing waiting time. For example, for general broadband failures, there is no need to go to the door at all. Customers can follow the WeChat public account "China Telecom Hunan Customer Service" or download the "Telecom 10000 Butler" client software for free through the Telecom online business hall, and common problems can be solved without leaving home. Fixed faults and accurately measured broadband network speed.

At present, the 15-second connection rate of Hunan Telecom No. 10000 reaches more than 90% of 4-7 star customers, the number of QQ customer service friends has reached 1.28 million, the number of Weibo fans of China Telecom Hunan Customer Service has reached 2.69 million, and the number of following users of the WeChat official account has reached 1.24 million, and the self-service volume of No. 10,000 accounted for more than 89%. In terms of troubleshooting, we have widely promoted applications such as No. 10000 and WeChat’s “Broadband Self-Service Failure Report” and “10000 Butler”. Among them, the success rate of broadband troubleshooting for No. 10000 is over 88%.