Customer service system is common business information application software, stimulative enterprise reduces operation to promote a client cost, effectively keep, decisive action is held in business management.
Module of what basic function does customer service system have?
Customer service system is basic functional module
Include information desk, service to ask management, online customer service, worker worker sheet management, mobile customer service, project management, knowledge base, SLA management and management of forms for reporting statistics. Each function module has become independent and join each other, be versed in sheet management module is core among them.
How is flow of professional work of customer service system run?
Flow of professional work of customer service system
Pursue on very the characteristic that figure ground reflects only system of customer service industry, user of a join, business of a connection. Start a service from the user request, answer, processing, dog, feedback, till the user is evaluated, form service closed circuit. According to different client service business sheds route, effectiveness for a given period of time by arrive high low ordinal for online customer service (can attemper among them long-range assistance) , work sheet manages (incident flow dogs, mobile customer service is synchronous) , project management (much task much person cooperates with) , solve a problem complex degree is ordinal increase by degrees, the client service that all sorts of contented differring applies setting.
What can customer service system do?
Customer service system
1, administrative client serves technological process:
·Have a record, without omit, but date from
·Control a process, measure an outcome, carry out SLA to serve quality agreement
2, join client, pull the distance of close client and enterprise:
·Client of whole trench join, unified accept service plea
·Terminative all sorts of service channel, active management serves a request
3, inside and outside cooperates with, penetrable organization is attrib border:
·Site dispatching, around stage is communicated, cross a branch to cooperate with
·Cross an enterprise to cooperate with, go up to serve resource conformity downstream, industrial catenary get through
What does customer service system have to receive channel?
because such, to customer service system, serving channel to join is very important. To satisfy different business setting requirement, whole trench is received had become industry consensus. Receive through whole trench, the enterprise can integrate the service medium of communication that accepts different interface, open serves technological process.
Whole trench accepts customer service system
The service with commonly used enterprise receives channel wanted on the telephone channel, mail turns work sheet, online conversation / channel of webpage component, small letter.
1, telephone medium of communication
If be the flow that send sheet not complex, can choose a system to serve the phone box program that business offers, need not change the structure of telephone network sth resembling a net with original company, plug and Play, one minute can realize a phone to play save phone recording screen, automatically. If be to receive CTI call center, the SIP phone that can serve business to offer through the system accepts plan, implementation incoming telegram / go report plays screen, automatic and associated client, found or insert work sheet, save communicate recording.
2, mail turns work is only
Need not log onto a system, reply mail can answer sheet of go back to work, do not need to change user habit. Client to appoint mailbox to send mail, the system makes work sheet automatically with client name, include post headline, text (support rich text version) with accessory. If client mail sends the individual mailbox of customer service by accident, customer service but for you transmit arrives open Inbox, make work sheet.
Mail turns the business logic sketch map of work sheet
3, online conversation / webpage component
Carry JS code / outside catenary / 2 dimension code, the webpage is added to express sheet or channel of online customer service on the webpage.
4, small letter channel
The service setting requirement that changes as shift is increasing, small letter channel is received what had become a lot of enterprises to serve supportive channel stage by stage is necessary. Can receive in a subtle way to believe public date or company name, the client initiates service request inside small letter, accept sheet of online customer service, work and FAQ self-help to wait.
Customer service system is holding the action that an enterprise holds the balance, customer service has been done, also be to the enterprise greatly help. But to artificial chatting customer service, need types some, type one by one reply, may reply to come nevertheless, this may cause prediction of a person's luck in a given year of a few clients, cause change drop. Customer service treasure is one makes customer service little type the tool with quick response, in solving customer service to work, same question repeats a reply, type slow the problem that works hard again, promote efficiency and conversational quality, can automatic adsorption connects those who wait for of all kinds chatting software in business affairs of ox of small letter QQ1000 on the side, the art of commonly used word that collects you bolts reply, support much person to share, real time synchronism. If sequel is used in have better answer, can be opposite art is optimized ceaselessly if customer service treasure is medium, improve conversational skill. Promote oneself outstanding achievement, it is better to also be met to the enterprise.
