53KF Customer service System management function crash

Customer service system for the site between customer service and visitors to establish a bridge between the communication, but as a manager, how to correctly use the customer service system. What functions are actually designed for managers?

"Work number Management" work number management is the foundation of the Organization Framework setup. Divided into work number management, department management, post management. Can be based on the actual site to set up a good department and post. Then in the work number management to add, edit work number information, to achieve customer service group. Among them, the information related to the customer service system, including the work card (visible when visitors are consulted), QQ, mobile phone, the maximum number of calls.

Here is a tip: After the department to add the completion number, when the customer service icon set, if the selection is a list mode, it will automatically default to show the previous set of departments and departments under the work number, very convenient.

In addition, the work number management is not the right to set up, the function to the system set up the identity settings, to manage the rights of the relevant personnel oh.

"Regular language setting" customer service system has developed to today, has been relatively very humane. Many settings, as needed, can be divided into public and private settings, as is the case with common language settings. According to the situation, the manager can set the common language of the public part uniformly, and after the list is imported, all work numbers can be used.

"Real-time monitoring" to open the work platform to find real-time monitoring, point open, you can see the customer service and the instant communication between the visitors process. This feature can be combined with a more powerful practical function-to assist the dialogue, once found that customer service answer the wrong question, or the wrong words, can be inserted one key to achieve tripartite dialogue.

Speaking of monitoring, for non-instant communication information, you can go to the background of the "Record Center" view, for some controversial, or worth learning to recommend the operation, but also direct export, convenient and quick.

"Data Analysis" data analysis contains a number of situations, such as customer service online time long, offline time, consulting volume statistics, all the data can be seen from a side of the work of customer service, offline more, less consultation, can be judged by one of the criteria.

"Customer Service scoring" customer service system also has its own scoring mechanism oh, to the system settings-interface style settings-guest interface settings, enable the 7th Strider Service rating, then the consultation is over, that will appear grading information, by the visitors according to the quality of customer service reception rating, to a certain extent, can quickly improve customer service standards OH.

"Blacklist settings" customer management, in addition to the effective docking with the Customers CRM, customer service system itself to some irregular customers set the shielding function. Here is a short-term, long-term shielding, in the work platform, a direct visitor to block, in exchange if the malicious brush screen, you can directly block the IP connection. This block function is 8 hours effective, if you want to permanently block, you need to enter the background of the visitor management, the guest information added to the blacklist.

Whether for customer service or customers, the correct use of online customer service management functions, while relying on data analysis, as far as possible to find the problem in the operation, give full play to the role of online customer service, in order to maximize the promotion of conversion rate.

Article Author: 53 Fast Service