Customer service personnel is affecting company business to develop harmony directly to the service quality of the user praise, so customer service quality detects the function is the necessary function in system of customer service cloud. The customer service in the past pledges cooperate to finish below the line on check need line, efficiency is low, system of new-style customer service cloud promoted qualitative check efficiency greatly.
Mobile informatization research center releases " 2016 investigation report of market of cloud customer service " middle finger goes out: The function of core of product of cloud customer service that enterprise user pays attention to most, concentration is expanding robot of compositive, intelligence and platform are changed on, these 3 are occupied than 49% . Customer service cloud pledges check function reflected the characteristic that stage of patulous and compositive peace changes well, flow of will qualitative check is completely compositive in CRM system, convenient and efficient.
Because do not have compositive capacity,qualitative check is a troublesome issue, the way that the customer service system in the past can leave union through the line on the line only finishs customer service qualitative check, cannot make advanced choose regulation, took not little trouble to customer service manager:
A variety of customer service channel such as A company wanted on the telephone customer service and online customer service, because lack the system of customer service cloud that has compositive capacity, when customer service manager makes qualitative check, can go to call center listening to recording first only, go checking again on the line chatting record, examine client information in CRM even, a few interfaces make a round trip switch, type grading handiwork Excel form next in, type qualitative check result customer service system again. Whole technological process takes need a long time, and make mistake easily.
B company has system of customer service cloud, but do not support advanced choose, qualitative check member can receive only with customer service manager or check recording of customer service phone randomly or chat record. Workload is big, cannot the customer service recording with effective special sampling observation or chatting record. For example, customer service of B company average telephone communicates time is 5 minutes, but have train in excess specified length of recording of a few phones, achieve 15 minutes or 20 minutes, such circumstance is customer service personnel and client produce conflict or service efficiency likely very low. But qualitative check function cannot connect exorbitant class to choose the member that come to these recording winkle offer qualitative check to undertake checking, can cause qualitative check careless omission, affect customer service quality.
Artificial intelligence aids force to promote customer service management efficiency to solve afore-mentioned problems, grand couplet 95 through endowing with intelligence of able person labour, realized pair of call center canned 100% qualitative check, be based on PaaS platform, compositive CRM, qualitative check function can improve efficiency of customer service management considerably.
The user can set qualitative check regulation according to company business, include conversation and speech the qualitative check of two kinds of channel is regular, whether to say complimentary sign for example, whether to refute a client to wait a moment. Qualitative check member need to go to call center listening to recording no longer with customer service manager, go small letter examines chatting record, everything is OK get directly in the system, direct grading.
Customer service qualitative check is very serious to personnel of enterprise, client, customer service. The service quality of customer service personnel can react in customer service qualitative check gives a mark directly in, this grading is the crucial index that performance of customer service personnel assesses; To the client character, customer service pledges check grading is the safeguard that the client gets excellent service; To the enterprise character, customer service pledges check is the flow that need carries out strictly, because customer service quality matters to the business development of the company and brand fame.
The working enthusiasm that system of 95 call center passes grand couplet to pledge check and performance assessment arouse customer service personnel effectively and vigor, raise enterprise whole customer service to manage efficiency.
