Therefore, the customer service system has some basic functions:
1, instant messaging
When customers visit the enterprise website, they can click the online customer service icon on the page to realize the dialogue with the customer service staff and transmit all kinds of information. When enterprise sales or service personnel are offline, you can also send offline messages or communicate with customers on the website anytime and anywhere through online customer service mobile version, and never miss any sales opportunities!
In addition, the way of instant messaging on web pages is becoming more and more advanced. In the past, the text dialogue page always popped up, so customers could not browse the products at the same time, and it was troublesome to switch windows, and they might miss the dialogue messages sent. The mainstream way in the future is to communicate while browsing the page, that is, the dialogue window can be minimized, maximized, fast and easy to use in the browsed page!
Step 2 take the initiative
Customer service staff can understand customer needs according to the source of visitors and the browsing trajectory after entering the website, and use the initiative to send invitations and provide corresponding services according to the actual situation.
3. Session transfer
Customer service staff can transfer visitors to relevant departments or personnel to realize barrier-free direct communication between customers and staff, or invite multiple relevant departments to serve customers and give more professional and authoritative answers to customers' questions.
4. Reporting statistics
Provide powerful report statistics function, so that enterprises can better grasp the consumer psychology. Mobile phones can also receive simple core data messages or WAP reports.
5. Public pre-storage
Through the common pre-storage function, the customer service standard answers, webpage links and documents are pre-stored for frequently asked questions, frequently used webpages and frequently used documents, so as to reply to customers conveniently and quickly and enhance the corporate service image in a unified way.
6. Simple implementation
With advanced embedded code design, all the functions of online customer service can be realized by inserting a piece of code on the website page of an enterprise.
7, real-time view
Before the visitor submits the text content, the customer service terminal can see it through the real-time viewing function, which is convenient for the customer service to prepare the answer in advance, improve the customer service response speed and improve the service quality.
8. Queue selection
When the website has a large number of visitors, visitors can be automatically assigned to customer service through intelligent queuing, so that customer service can share the work pressure reasonably, focus on the visitors it serves, and ensure the efficiency of work.
9. Trace the source of visitors
Customer service can check the current traffic, sources and pages of the website in real time through the website partners.
10, tracking function
Customer service can see which pages visitors have visited after logging in to the website and the time they have stayed on each page, which is helpful for customer service to introduce the business in a targeted manner and also provides a basis for enterprises to understand the information that customers are most concerned about.
On the basis of these basic functions, the customer service system will add intelligent robots, knowledge base, CRM, OA, performance management and other modules. Leyingtong customer service system is practical and easy to use, which can help countless enterprises to quickly increase the sales of websites.