改善客户体验：Republic Services 案例研究
技术
- 网络与连接 - NFC
- 传感器 - 声学传感器
适用行业
- 消费品
- 回收与废物管理
适用功能
- 销售与市场营销
用例
- 预测性维护
- 根因分析与诊断
服务
- 系统集成
关于客户
Republic Services 是美国第二大回收和无害固体废物公司。该公司在 40 个州使用 16,000 辆卡车回收了超过 860 万吨材料。 Republic Services 拥有超过 1400 万客户，年收入超过 100 亿美元。该公司的网站，特别是其登录和支付页面，每年收到数十万次访问。然而，该公司的在线计费系统面临着重大挑战，许多客户无法设置自动支付或立即付款，导致收入损失和客户满意度下降。
挑战
Republic Services 是美国领先的回收和无害固体废物公司，其在线计费系统面临着重大挑战。他们的客户之声 (VoC) 调查显示，许多客户无法设置自动付款或立即付款。当客户尝试登录时，他们收到一条错误消息，并被引导至客户服务呼叫中心。这个问题是数字客户满意度评分的主要损害因素，并导致收入损失。登录和支付页面每年的访问量分别超过 500,000 和 300,000 次，是 Republic Services 网站上访问量最大的页面。该公司无法使用现有的分析工具找到问题的根本原因。没有适当的流程来查找和衡量支付错误问题，并且团队无法衡量问题的范围。唯一可用的信息是匿名投诉，没有任何数据可以深入了解这些客户是谁。
解决方案
Republic Services 问题的解决方案是实施 Acoustic Experience Analytics，这是一种人工智能工具，可以捕获和分析网站和移动应用程序上的访问者交互。通过跟踪每次网络交互，Republic Services 能够审查网站上的各个消费者会话。该公司此前已将其 VoC 解决方案与 Experience Analytics 集成，事实证明这是解决问题的关键。体验分析可以通过各种指标来识别用户和会话，包括 IP 地址、邮政编码，甚至人名的自由文本。最精确的跟踪是使用 TLT SID，这是 Experience Analytics 分配给每个消费者会话的唯一标识符。通过将 Republic 的 VoC 系统和体验分析集成在一起，Republic 服务团队可以将会话的 TLT SID 与调查响应进行匹配，从而使他们能够查看引起投诉的确切会话。然后，该团队能够进入包含精确错误的 Web 代码并发现问题，并将更准确的信息发送给 IT 部门以供解决。
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