Expand:
Tik Tok Flying Pigeon System introduced "Intelligent Assistant", which refers to the prediction of flying pigeon system when users enter line consultation or customer service to initiate dialogue. The information that customer service needs to refer to and understand in consumer consultation can help customer service quickly locate consumer problems and improve response and solving efficiency by quickly obtaining this information.
The content section of Flying Pigeon Intelligent Assistant mainly includes three parts: user, order and after-sales (if any, the order shall prevail). See the following details:
1, user related
The user part mainly shows the customer service the basic information of the current session user, including the user name, the channels and entrances for initiating consultation, the number of orders placed by the user in our store and the number of visits within 72 hours, so that the customer service can quickly judge and understand the user's situation and pay attention to it.
When the user visits more than twice in 72 hours, the digital display will be marked in red, indicating that the user's problem has not been solved in time and he has repeatedly entered the line for help.
2. Order card correlation
The order card contains the basic information of the currently pending orders, followed by adding comments, sending orders and viewing details.
A. Add comments
Add a note to call the order interface, and the customer service note will be written into the order note, which can be viewed by the whole store customer service.
The longest customer service note is no more than 60 words. The default logo is gray, and the customer service defines the logo color. The specific color or definition standard can be set by the merchant.
You can modify the customer service description. You can jump to the order details page by viewing the history to see the contents before and after the change and the specific change points.
B. Send an order
That is, the order card is sent to consumers through dialogue, so that consumers can browse the corresponding order information.
It should be noted that if the order is after-sales, the order card sent will also have after-sales status and progress.
C. View details
After clicking View Details, the browser will open a new page and jump to the order details page to view all the details related to the order.
3, after-sales card related
There are two kinds of after-sales cards, only refund and return refund.
A. Refund only
Only for the after-sales appeal of refund, the after-sales card contains the following contents
After-sale type: only return, no refund, return and refund.
After-sales order number: Click to open a new browser page and jump to the after-sales details page.
After-sales service status
Refund amount: keep two decimal places; If the freight is not 0, the display includes the freight amount.
Refund method: no refund/original route refund/reserve fund refund/deposit refund/offline refund, depending on the type.
Application time: after-sales application time
Goods Status: Not Received/Received
Reason for refund: the reason chosen by the consumer when applying for after-sales service at the front desk.
Refund Description: It will only be displayed when the consumer fills in the description. If there are too many words, only one line will be displayed, and then the mouse will be displayed.
Merchant's Note: It will only be displayed when the merchant fills in the description. If there are too many words, only one line will be displayed, and then all the words will be displayed as soon as the mouse is put down. If the merchant has multiple comments, the latest one will be displayed.
Commodity information, if not delivered, only refund, and display multiple commodities; If the goods have been shipped, only a refund will be made, and only a single commodity line will be displayed.
Commodity pictures, commodity names, commodity purchase prices, commodity purchase quantities, etc. , should be displayed in the commodity information.
B. Refunds for returned goods
For the after-sales appeal for refund of return, the after-sales card adds the following two items to the card with only refund.
Return address: the return address will be displayed only after the return is refunded and the merchant agrees to sell it;
The displayed contents include name, phone number and address, specifically the name and phone number of the merchant, and the address is accurate to the detailed address. You can also copy it. After clicking Copy, your name+phone number+address will be automatically copied.
Return logistics: this field will only be displayed after the consumer fills in the return logistics, that is, this information will not be displayed when the goods are not shipped;
Among them, the return logistics number and return logistics company are required. If there is a logistics track, it will be exposed, and if there is no logistics track, it will not be displayed. Click the view logistics box, and all the logistics information will be displayed. The style is the same as the above logistics information.