Tencent Provides QQ-Based Customer Service to China Telecom
cnBeta.com, 12/04/09
China Telecom (NYSE: CHA; 0728.HK) and Chinese internet portal operator Tencent (0700.HK) have signed a strategic cooperation agreement in Shenzhen. According to the agreement, Tencent will create a custom-made online customer service network based on its corporate QQ instant messaging platform for China Telecom. Customers can add 800010000 as a friend on QQ and check outstanding balances and reward points in real-time, as well as sign up for new services and pay bills.
The corporate QQ platform combines QQ, forums, and interactive chatbots, and allows an unlimited number of operators to use a single QQ number. As the system automatically records all QQ numbers that chat through it, the QQ platform is also able to send group messages and conduct surveys. According to statistics, the addition of this QQ service into China Telecom's customer service system will save the company nearly 30% in customer service representative seat time, and the corporate QQ platform's information management and retrieval functions will shorten the time it takes for customer service representatives to retrieve a customer's records.
Keywords: China Telecom Internet Tencent instant messaging QQ 0700.HK 0728.HK CHA customer service reward
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