The experience intensity of customer service is roughly 15-20 conversations/hour, and each person receives about 100 conversations every day. If the peak conversation volume is higher than 20 conversations per person per hour, you need to increase customer service staff.
Sharp tools can do a good job. The response rates of Want Want Customer Service 1, 2, 4 and 5 all reached above 97%, and only the response rate of simulated accounts failed to meet the standard. However, there is a drawback in the statistics of response rate, that is, the time interval between customer service and customers cannot be viewed. Some customer service takes a long time to reply to customers, and such a reply is invalid.
Want Want extended data response rate is the proportion of customer service responding to customer queries, that is, the proportion of all customer queries to the actual number of customer service respondents on that day.
Want Want's response rate shows the enthusiasm of customer service. If every customer who comes to consult has a reply, Want Want's reply rate should be 100%. The main factor affecting the response rate of Want Want is that after the customer service went offline, the offline message sent by the customer did not get a reply, but under normal circumstances, the response rate can still reach over 97%.
Alibaba official website-Want Want Customer Service Reply How long does it take to improve the response rate?