en.Wedoany.com Reported - Zoomlion's Smart Customer Connection Center was honored with the "Excellent Service Case" award at the 10th China Customer Service Festival, becoming the only company in the construction machinery industry to receive this accolade. This also marks the sixth consecutive year the center has won an award. This year's China Customer Service Festival was recently held in Shangrao, Jiangxi Province, attracting over a thousand guests and practitioners from government, industry associations, and enterprises. Attendees engaged in discussions on industry topics such as the restructuring of service chains through AI technology, activation of brand value, talent-driven strategies, and the conversion of digital-intelligent efficiency.

Zoomlion's Smart Customer Connection Center operates a 7×24 uninterrupted service, covering customer inquiries, repair dispatch, complaints and suggestions, as well as follow-up surveys. The team adheres to the principle of "Customer First," striving to respond quickly to customer needs, achieving an agent customer satisfaction rate of 99.6%, far exceeding the industry average of 80%.

In terms of platform development, the center focuses on three key areas: enhancing the management efficiency of the 400 service hotline, restructuring business processes, and upgrading AI capabilities. It promotes full-channel, full-scenario AI coverage and has established a supporting closed-loop management system for full-process service monitoring and supervision. Zoomlion stated that it will continue to uphold the service philosophy of "Sincere Service, Heartfelt Care," persistently upgrading its global service network and improving service quality.

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