Far EasTone Telecommunications and FE SOGO Department stores won the Gold Award in the "Taiwan Customer Service Center Evaluation"

        On November 12th, Commercial Times released the "Taiwan Customer Service Center Evaluation" list. Far EasTone Telecommunications has been deeply cultivating a "customer-oriented" service culture for many years, combining AI technology, Voice of Customer (VOC) management, and diverse friendly services to achieve a perfect balance of "intelligence+temperature". It won the "Chain Telecom Channel" Gold Award and became the only customer service team in this category to win the Gold Award for the third time. FE SOGO Department stores have also received high recognition for their key achievements in "cross channel response consistency," "website search and guidance effectiveness," and "timeliness and response quality of complaint responses." They have won the gold medal in the "Department Store and Shopping Center" category for their professional performance.

        The "Taiwan Customer Service Center Evaluation" conducted customer experience inspections on 146 companies across 9 major industries in Taiwan, including self-service on the official website, telephone customer service response, and customer service mailboxes. A total of 10 international mystery customers were mobilized to carry out 438 tasks.

        Telecommunications first! Far EasTone Telecommunication wins Gold Award in Taiwan Customer Service Center Evaluation

                Chee Ching President stated that Far EasTone Telecommunications has won three awards, which is the result of the joint efforts of the front-line customer service team and logistics technology research and development team. Far EasTone Telecommunication uses AI to analyze and predict trends in real-time, turning real feedback into improvement actions, continuously strengthening anti fraud propaganda and information security protection, using AI human-machine collaboration to improve efficiency, creating emotional services with human warmth, and creating a fair, friendly, and accessible service environment. Adhering to the concept of "service has only a starting point, satisfaction has no end", the technology is made more caring, and the temperature is delivered to the hearts of every customer.

        In addition, Far EasTone Telecommunication has established a complete VOC experience management mechanism, including telephone customer service, Far EasTone Telecommunication Heart Life App, community and store channels, etc., integrating all customer feedback, AI real-time analysis of trends, prediction of potential problems, and dashboard presentation, providing management with immediate improvement. Through tools such as Power Automate and Power BI, the cycle of automated tracking and PDCA (Plan, Do, Check, Act) is formed, forming an agile decision-making process from "listening" to "action", so that every feedback from customers can be truly seen and effectively improved. At the same time, Far EasTone Telecommunication continues to pass the SGS "ISO 10002" international certification, establishing an open and transparent processing flow.

        Focusing on customer needs, Far EasTone Telecommunication has launched text customer service, predictive IVR voice service, sign language assistance, and barrier free appointment mechanism, ensuring that both the official website and the app platform meet barrier free design standards and practice the concept of "service equality". For elderly or disadvantaged groups who are not familiar with online operations, Far EasTone Telecommunication provides telephone teaching, interactive videos, and one-on-one remote services to assist customers in crossing digital barriers. Using satisfaction, Net Promoter Score (NPS), and digital service utilization as indicators, we continuously track and optimize to enable users to easily enjoy a convenient digital life. In terms of AI applications, Far EasTone Telecommunication focuses on "AI human-machine collaboration", from daily greetings to flexible responses to complex situations. Customer service partners interpret the spirit of "empathy" with professionalism and enthusiasm, allowing efficiency and temperature to go hand in hand.

        Department Store First! FE SOGO Department stores customer service center evaluation wins gold award again

                Lively, agile, and smiling are the core values of FE SOGO Department stores customer service center. Sophia C.W. Huang Chairman stated that the job of customer service is to "dedicate oneself and achieve customer success." With the progress of the times, consumer needs continue to change. In order to provide more comprehensive service to customers, FE SOGO Department stores have raised the level of service to "proactive, positive, and caring. In addition to understanding the needs of customers, we also pay attention to their feelings. In terms of overall service satisfaction, we have received recognition from 88.6% of customers.

        The customer service center of FE SOGO Department stores has been integrating all customer service centers in Taiwan since March 2011. The "FE SOGO Department stores Provincial Customer Service Center" was established in Kaohsiung. In 2024, the customer service center received 143000 phone calls, all of which were handled by dedicated personnel and tracked for progress within 72 hours. In the era of "omnichannel" services, customers can be informed of their needs by a single message, conversation, or action, and frontline service personnel can provide attentive service. Since 2020, FE SOGO Department stores have introduced an "intelligent customer service" system that combines AI and a user-friendly response mechanism to provide simple project inquiries such as business hours and brand information on each floor on the official website, allowing customers to quickly access and improve interaction efficiency.

        In the future, FE SOGO Department stores will continue to deepen digital management and service innovation, providing the most timely and thoughtful services.

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