IT Employment

Yaofang.com Builds a High Efficiency Platform for Customer Service

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Executive Summary

Yaofang.com wanted to expand the functionalities of the call center system to enable medical experts and staff to attend to customer queries through several channels and introduce new customer contact points to provide a better customer experience and stronger medical support services. The challenge was to enable the sales team to analyze client data so they can develop offers that appeal to customers' needs and ensure a speedy implementation to minimize interruptions to the Web site, which receives 80,000 hits a day. Yaofang.com engaged Oracle Partner Beijing BaiGaoXunTong to build a 100-seat call center based on Oracle Contact Center Anywhere; the deployment of which was completed in three months and grew membership base to millions as a result of improved service, which enhanced customer satisfaction and loyalty.

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