運用RSS機制之客服追蹤系統

隨著「顧客第一」時代的來臨，顧客服務已被企業視為重要商品價值的一環。顧客關係管理(Customer Relationship Management, CRM)對於企業來說，就顯得非常重要。資訊科技與網際網路的發展，帶動了全民上網的時代來臨，網路已成為生活中重要的一環，越來越多的網路行為取代實體行為，讓人們享受到不用親臨現場就能達成實質需求。因此，企業要有良好的服務行為，必需有一完善的顧客服務機制來支持，透過客服系統與企業顧客關係管理的運作做結合，形成企業對外的第一窗口。客服部門的建置、運作與管理，是做好顧客關係管理不可或缺的一部分。建置一個完善的客服中心與讓客服人員達到有效率的客服程序，必需有一套完善的客服系統來支援，以單一窗口化來提供多元化服務。因此我們提出以非常簡易聯合(RSS)建構顧客服務的追蹤系統以達到此目的。本研究運用RSS的內容聯合特性，提供即時的商品維修進度。透過本研究之追蹤機制來提升目前的客服系統服務的完整性。我們的線上報修服務系統可以隨時發出RSS資訊給顧客，讓顧客隨時掌控最新的維修進度。顧客可以透過電腦或智慧型手機上的RSS閱讀器來取得最新、最快的訊息。

關鍵字

延伸標記語言；內容聯合；顧客關係管理；非常簡易聯合

並列摘要

We live in an era of the customer first. Enterprises have recognized the value of service and then customers usually enjoy after-sale service. In other words, Customer Relationship Management (CRM) is very important to any enterprise today. On the other hand, the development of information technology has caused the change of our lifestyle such that almost all of people can access the Internet all the time. People can deal with many things via the Internet instead of by regular meeting or interview. Therefore, enterprises must have to build up online customer service systems to maintain good customer relationship. The efficiency of a customer service center comes from good facility and good operation. Moreover, a good enterprise should provide consistent contact window to its customers. For the reasons, we proposed a customer service tracing system by RSS, a XML-based standard. The system uses the mechanism of Really Simple Syndication (RSS) to provide a united method that reports real-time repairing progress to the customers. The customer service system will be uplifted by the integration of our tracking mechanism. The system can issue RSS feeds for the customers to trace the progress of their repairing goods. Consequently, customers can receive new information as fast as possible with a RSS reader on their computers or smartphones.