Futong Dongfang has officially partnered with Dongfeng Nissan Data Marketing Co., Ltd. (DNDC) to launch the 2024-2025 VoC Digital Product Project. This initiative will provide Dongfeng Nissan's customer service teams with an intelligent VoC management platform, significantly enhancing their ability to capture and analyze customer feedback. The project aims to accelerate Dongfeng Nissan’s "customer-centric" strategic transformation and jointly establish a new standard in service and experience management.

As the automotive market shifts towards an era of existing customers, manufacturers are increasingly focusing on user operations and the effective utilization of Voice of Customer (VoC) data. In its "New 100 Campaign" action plan, Dongfeng Nissan has clearly outlined a "customer-centric" approach aimed at enhancing the customer experience. The VoC Digital Product Project, a key initiative under this strategy, enables rapid identification and efficient communication of customer feedback, empowering various departments to take swift action and improve responsiveness.

Joining Hands for the Future: A New Milestone in Service Excellence

In the golden autumn of September, the kick-off meeting for the 2024-2025 VoC Digital Product Project was successfully held, with representatives from DNDC and Futong Dongfang in attendance. This event marks a new milestone in the collaboration between both parties, paving the way for future innovation and progress in customer service.

The 2024-2025 VoC Digital Product Project Kick-off Meeting

Mr. Li Qiang, Deputy General Manager of DNDC

Mr. Chen Jiancong, Director of the Customer Service Department of DNDC

Mr. Liu Sirui, AVP of Futong Dongfang

Ms. Zhou Peipei, Vice General Manager of Futong Dongfang

Data-Driven Service, Empowering Operational Teams Across the Board

Futong Dongfang is helping DNDC create a seamless connection between Dongfeng Nissan and its customers by establishing a standardized, systematic, and digitalized VoC management platform. This platform shortens the communication distance, ensuring the company truly "listens to customer voices and responds to their needs."

01 Listening to Private Domain Feedback:
By integrating feedback from multiple channels such as the 800 hotline, app, website, community/forums, and survey platforms, the platform covers all customer touchpoints throughout the service process, enabling the customer service team to gain a comprehensive understanding of customer sentiments, thus enhancing the breadth and depth of service.

02 Understanding Customer Needs:
The platform precisely identifies both explicit and implicit customer needs in scenarios such as inquiries and complaints, providing valuable insights for the operations team to better grasp customer concerns and support service strategies and problem resolution.

03 Detecting Customer Intentions:
By analyzing customers' language, emotions, and behavioral clues during interactions, the platform helps operational staff better understand customer intentions, such as purchase desires and emotional needs, improving the focus and effectiveness of communication.

04 Gauging Customer Sentiments:
The platform monitors emotional shifts during customer interactions, quickly identifying positive and negative key concerns, which assists the operations team in providing emotional care and significantly improves customer satisfaction and service experience.

05 Identifying Key Risks:
Using algorithm-based rules, the platform detects potential risks and major issues within customer feedback, enabling the operations team to respond quickly, prevent issues from escalating, and safeguard both customer satisfaction and brand reputation.

Collaborating to Create New Opportunities and Achieve New Heights of Excellence

In the future, Futong Dongfang will continue to deepen its collaboration with DNDC, consistently enhancing the intelligence and application depth of the VoC system. This will provide the customer service team with more powerful data support and precise analysis, expanding the application of customer voices across various business scenarios. The aim is to help businesses extract deeper commercial value from data, drive a comprehensive upgrade in customer experience management, and efficiently boost brand loyalty and customer satisfaction, ultimately supporting enterprises in achieving high-quality development.