Real-time customer service: this is the most basic function of online customer service system, which allows enterprise customer service personnel to have real-time dialogue with visitors directly on the website to help them solve problems, seek services and make suggestions.
Offline message: customers can leave messages on the website, and the customer service staff will reply in the background. This function is suitable for questions that cannot be answered in real-time customer service.
Data analysis and reporting: Through this function, enterprises can understand customers' behaviors, needs, preferences and feedback, and use them to optimize operations and business strategies.
Multi-channel support: With the popularity of multi-channels, customers begin to consult, serve and purchase on multiple channels, such as social media and mobile applications. Online customer service system can provide multi-channel support, such as communicating directly with customers on social media, or allowing customers to get advice and services through mobile applications.
Automatic response: For some common problems, enterprises can set up automatic response. When customers ask these questions, the system will automatically give the corresponding answers. This function can help customers get answers faster, and at the same time, it can also reduce the burden of customer service staff and let them better deal with those more complicated problems.
Omni-channel function: support all kinds of enterprise PC-side websites, mobile-side websites, official WeChat accounts, APP and other channels to access online customer service, and realize one-stop service response.
Automatic response: replace manual service with AI, receive it 24 hours a day, and let the enterprise service be online all the time; Customer service can make some preferences for automatic answering for some specific scenarios, such as customer service is not online, overtime is unresponsive, offline, etc.
Active invitation to the session: Customer service can actively invite online users to participate in the session, shorten the distance between users and further promote the order conversion.
Common reply reply: common expressions can be added to the dialogue area for quick reply. Customer service can add unified common expressions to improve the efficiency of customer service and communication and the standardization of speech.
User's browsing trajectory: customer service can check the user's visiting trajectory on each page when receiving users, so as to better understand the real needs of users, reduce communication costs and promote order conversion and promotion.
Customer profile: You can collect customer information and classify customer labels to help enterprises manage customers better.