McDonald's completes the "soft and hard double upgrade" of the customer center, which has been fully improved to the quality of service of tens of millions of customers

On August 18, McDonald's China announced that the Customer Care Center (hereinafter referred to as the "Customer Center") online service platform completed the "digital intelligence" upgrade and opened a new customer center in Handan City, Hebei Province. With the help of digital empowerment, intelligent innovation, hardware upgrades, and team expansion, the Customer Center will provide 24 -hour services for the year, including online dining channels, social media, telephone and mail and other services. In 2022, the Customer Center is expected to serve more than 10 million customers to bring comprehensive service platforms, smarter handling and more rapid response in the process of answering questions, processing orders and receiving feedback.

McDonald's Chinese official app customer service interface

"This year is the fifth year of McDonald's China entering the" Golden Arch Age ". We have continuously improved the customer's dining experience to help the high -speed development of the business. Customer center is one of the key links of McDonald's high -quality service. We hope it will become the invisible angel of customers Provide listening and care anytime, anywhere. "Lin Huirong, senior vice president and chief operating officer of McDonald's China, said," Customer Center 'Number Intelligent "upgrade project is a key milestone for McDonald's China to increase the customer experience in 2022. The vision of transparent, efficiency, value -added and trust, focus on the experience journey of omni -channel customers, provide fast, accurate and friendly services, and create a benchmark for the Western fast food industry. "

In the past five years, the number of restaurants in McDonald's Chinese restaurants has been closer, digital changes have been accelerated, and business platforms have continued to enrich. Customer feedback volume of online and offline ordering channels has also increased rapidly, and it has continuously extended to more digital platforms and scenes. Focusing on new trends and new changes, McDonald's China has invested in a new Handan Customer Center. With the help of the McDonald's IT R & D Center, the Customer Center is upgraded and transformed by digitalization and intelligence. The upgraded customer center realizes the service operation of the entire platform and provides 24 -hour customer service for 24 hours. The customer center will keep pace with the times and continue to pay attention to the new trend of various emerging social media and customer feedback.

The newly upgraded customer center service is smarter. By enabling the new artificial intelligence customer service solution, the intelligent scenario coverage of the Customer Center exceeds 80%, which can not only solve the customer's problem more accurately, but also predict the process and progress of the problem processing process. Help customers solve more complicated feedback and problems.

The newly upgraded customer center processing is more efficient. The upgrade of the Customer Center improved the coordination efficiency of ordering information and restaurant services. No matter which restaurant in McDonald's, which time period, and the order of the channels, the customer center can quickly lock the accurate order information according to customer feedback within the shortest response time.

The newly upgraded customer center can also analyze customer feedback historical data through big data solutions, continue to discover data insights and growth opportunities to nurture business, optimize and improve from a more front -end link, and improve the satisfaction of customer experience.

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