新浪科技讯 2月28日晚间消息，美团官方宣布，近期从多个方面优化了客服团队的响应速度和处置能力，完善商家专属进线反馈机制。

　　美团表示，2024年新增47个商家服务入口（含44个移动端、2个PC端），细分订单卡片场景化反馈功能，优化新老商户差异化服务：新商家上线前3个月可获“新店成长计划”图文视频指导，老商家复杂问题由专家团队24小时内响应。

　　同时，平台通过智能分单、客服质量回溯抽检等机制，实现人工客服一次应答率94.7%，超96%问题24小时内解决。数据显示，2024年累计提供1.25亿次商家服务，集中投诉量同比下降10.5%。美团强调将持续强化合规管理，要求业务管理者定期参与客服接线，同步迭代产品功能。（罗宁）

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责任编辑：刘万里 SF014

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