Changyi Petrochemical’s sales department has set up a QQ group, based on the popular instant messaging application, for customer service. The group will help strengthen communications with customers and improve service efficiency.
Customers have long found it difficult to get updates on the price and index of oil products, according to Jiang Hui, head of the sales department. Because of limited staff, customers sometimes cannot find personnel to answer questions at the service counter.
Jiang came up with the idea to set up a QQ group to bring sales personnel and customers together. In this way, both sides can contact each other online. The sales department can offer quick services and share information over the Internet. Customers can get information much faster and see product prices and photos online. The group is very popular and has effectively enhanced communication with customers.
At the moment, nearly 200 companies and customers have joined the group.