Personal comments on the online customer service system (one)

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Why do some sites have online customer service, and some sites do not? Why some Web site online customer service has the initiative to invite, some sites do not? Why some Web site online Customer Service initiative invited 1 times, and some sites are invited many times? This article based on a little superficial understanding, mainly about the Web site online customer service related views, And to the above questions to give their own explanations, I hope that a part of the Webmaster friends need help, thank you.

The so-called website online customer service, is a kind of timely communication technology, for site visitors and site customer service personnel in the timely dialogue to provide the media. Some websites will have consultative telephone, not strictly speaking is also a way of customer service, whether belong to the online dispute, but this article mainly introduces the Web page text communication or chat tool customer interaction behavior, so the consultation phone is not within the scope of discussion. According to personal opinion, online customer service system is mainly divided into two categories, such as general IM tools, such as Tencent QQ (including ordinary QQ, Enterprise QQ), Ali, MSN and so on, the other is not general professional online customer service tools, such as TQ, music language, CC and so on. Online customer service for the site visitors and site customer service staff timely communication to provide technical support, so that you can promptly answer customer questions, quickly solve customer problems, so that online customer service for and sales-oriented sites, is to improve turnover rate and customer experience an important way.

Of course, in addition to promoting turnover and user experience, online customer service has other advantages, this is because today's online customer service system in the technical and functional are more comprehensive, the following is a few individuals think very good common online customer service system standard features, These functions are helpful to enhance the efficiency of the website customer service staff and the turnover rate of the website.

Function One: Visitors real-time reminder function. The basic condition of this function is that the website installs the on-line customer service system The code, the computer registers the on-line customer service client, this time if the website has the visitor, the computer desktop bottom right corner will have a prompt, tells you which province which city's IP user through what channel (for example through Baidu, what keywords are searched through what page, the user has visited the site before, whether there is a dialogue with customer service and so on. In addition, the customer service staff can also click on the invitation directly on the site pop-up invitation to talk about the prompts to attract customers directly with customer service staff to communicate.

Function Two: Visitor access path logging and prompting function. The main use of this function is to tell the site customer service personnel that visitors visited which pages, so you can clearly know what the user's basic intentions, so that customer service staff to do in mind, to the customer for better guidance.

Function Three: Customer input text in advance display function. The basic situation of this function is that a customer opens the dialog box in the online communication with the website customer Service person, he needs to input text in the input box click Send, the same as our ordinary QQ chat. But the ordinary QQ chat, the other party in did not send the text, you are not seeing what each other said. And this function, as long as the customer in the input box input text, regardless of whether he sent, the site customer service staff can see the customer admit defeat into what problem. Of course, the client side does not have this function. This function is helpful for the customer's heart and speech, and the efficiency of the service staff.

Function four: The common language sets the function. Because many of the visitors to the site are the same questions, customer service personnel do not have to enter every time or record in the article copy and paste. This function integrates in the Customer Service System dialog box, the customer service person may add the commonly used words, when the customer provides the related question, as long as a click, can send the question solution to the customer to see.

Of course, there are a number of other functions, such as direct dialogue function, message function, customer service team management functions, visitors to visit the site's record function, the visitor dialog record save function and so on. These features to enhance the site's turnover rate and site customer service staff efficiency, and strengthen the site Customer service team management has great help.

Because the length is too long, this article first introduces here, the following in succession for you to introduce some personal information about the website online customer service configuration, I hope we continue to pay attention to. This article by http://www.yuzsb.com Webmaster Original, A5 starting, reproduced please specify the source!