The original stage of customer service system is voice call center, which relies solely on manual service and supports voice call, with low efficiency and high cost. In the second stage, it evolved into online customer service for web pages based on web sessions.
The service form supports text and voice, which is also beneficial to mining traffic data. With the rise of mobile internet, SaaS customer service system has emerged, which supports multi-channel access and has rich auxiliary functions and knowledge base management.
In the original customer service system, the customer sends a request to the customer service server, and then the customer service operation platform will allocate the corresponding manual customer service to handle the corresponding customer request, and the customer service operation platform has only a simple knowledge management function. The biggest problem of this customer service system is low efficiency and high labor cost.
Benefits of customer service
1, human customer service is familiar with the rules of e-commerce platform and has a clear understanding of rules such as violations and high-voltage lines.
2. When answering customer questions, the language expression is more flexible and efficient.
3. Because the manual customer service fully understands the store information, including the goods and activities, it can correctly explain and accurately describe all relevant contents to customers when they ask questions.
4. Manual customer service can record customer information in time and follow up, such as issuing invoices, whether there are gifts, courier companies, delivery time, etc.
5. Artificial intelligence customer service mainly answers some general questions, or temporarily helps customers solve some common problems when manual customer service is absent or busy, and assists manual customer service to better serve customers.