Retail & Wholesale
Store Inquiry & Order Lookup: Self-service first, then connect to an agent
Inquiry topics for chain retail stores focus on operating hours, promotion rules, and order status. The project uses knowledge articles to handle recurring inquiries; unresolved issues are routed to the corresponding region according to predefined rules while synchronizing the conversation context.
Project Background
一家拥有多家门店的区域零售品牌，客服由门店员工与总部人员共同承担。大促期间咨询集中，重复问题占多数，订单进度查询需要人工进系统核对。
This page illustrates industry scenarios to demonstrate delivery methods and capability boundaries. All performance claims are based on actual project testing results.
Issues encountered
大促期间咨询排队，门店员工无法同时接待到店顾客
订单进度查询要人工登录多个系统，回复慢
顾客在多次转接中反复描述同一个问题
Our Approach
PART01
统计咨询主题
整理最近一个季度的咨询记录，确定可自助解决的比例与优先级。
PART02
建立标准答案
把活动规则、门店信息与售后政策整理成条目，标注有效期。
PART03
接通订单查询
通过接口读取订单状态，顾客输入单号即可自助查询进度。
PART04
分流与兜底
投诉与退款类诉求优先转人工，转接时携带完整会话记录。
Deliverables
- 咨询分类与知识条目库
- 自助查询入口
- 转人工规则与队列配置
- 周度运营复盘模板
Reusable capabilities
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