1, 7*24 hours can provide customer service support.
Now for e-commerce, there are large and small promotional activities every year, and there are hardly many points in the off-season. And there is a consultation peak every day, and the consultation volume will increase exponentially. Therefore, a system that can support 7*24 hours customer service support is very necessary. The intelligent robot of the online customer service system can deal with some hot consultation questions during the peak consultation period, such as "How many wallets to post?" "How many days can the courier arrive?" "Do you have this clothing size chart?" And so on. E-commerce uses the online customer service system during the peak consultation period, and there is no need to increase the number of manual customer service. Through the continuous optimization and training of intelligent customer service robots, the problem that customer service can't cope with too many consultations can be well solved.
Some consumers like to go shopping on the platform at night, and the manual customer service is almost off duty at this time. Using the online customer service system, they can also receive customers during the off-duty hours of manual customer service, which will not cause the loss of these consumers. Intelligent customer service robots will automatically reply to consumers' questions. When the intelligent customer service robot cannot meet the needs of consumers, it will remind consumers to give answers at the first time when the manual customer service goes to work.
2. Support multi-channel access
Nowadays, many e-commerce companies are not only stationed in one platform, but will be stationed in multiple platforms for sales. In view of this, the online customer service system selected by e-commerce needs multi-channel access. Besides the e-commerce platform, we need to support other social platforms such as WeChat and Weibo. The advantage of connecting these to the online customer service system is that e-commerce enterprises can enjoy all channels of information and manage customer information in a unified way, which is conducive to data integration and management. For customer service personnel, they only need to master the use of online customer service system, and do not need to learn the operation of each platform separately.
3. Customer management
Before using the online customer service system, many e-commerce companies were disorganized in customer management. An online customer service system with customer relationship management can combine customer management and consultation, classify customer data, help enterprises collect and sort out customer information, and facilitate marketing and customer return visits.
4. Customer service management
The service quality of customer service staff is also the focus of e-commerce. Using online customer service system, the service quality of customer service can be quantified through a series of indicators in the background, such as reception volume, queuing situation, satisfaction rate, chat details and so on. Based on this, managers can assess customer service personnel, analyze related problems, and make timely adjustment strategies to improve service quality.