Toolbox of customer service consultant-getting out of software Workshop: how to become a regular army for three or five people)

During this time, I wrote the toolbox of the Project Manager-getting out of the software Workshop: how to become the toolbox of the development regular army (3) and the Implementation Manager-getting out of the software workshop: how to become a regular army for development with a dozen guns from three to five people (5 ). So I wanted to write the Toolbox supported by customer service in one breath. From then on, the development, implementation, and support departments all have their own seven weapons.

At the beginning, our Customer Service personnel only had a phone number. However, the phone number has the following problems:

1. Generally, no one of the client's phone calls can be clarified or handled in one sentence. Therefore, the customer service personnel need to ask the customer a lot of questions to confirm the customer's problem. The customer cannot immediately reply to the diagnosis proposed by the customer service personnel: for example, you can see the time when the files in a directory are stored. Do you want to see if the primary key of a table in the database is absent? These problems require customers to constantly look back and forth. Sometimes customers with low technical skills cannot find the configuration item said by the customer service staff. Sometimes, they spot check and make a phone call for more than an hour. The customer is also tired, the problem is unclear, and the customer service staff are also tired. Although it is wearing a headset (if it is an ordinary phone, we can imagine the image of this customer service personnel: the neck is tilted, the phone is held, the keyboard is tapped, and the mouse is held ), but tired. After the call, the customer service staff had a sore eardrum.

2. Once a customer connects to a customer service personnel, he not only occupies the line, but also occupies the customer service personnel exclusively. This customer service personnel can only listen to his phone number, but cannot do other things at the same time. And other customers can no longer make this call. This is a waste of resources. CPU is multi-threaded. We have queued up in series here.

3. Phone calls are provided in different dialects and accents. I said D. He heard B. Because of the technical support of computers, many of them are technical terms. These technical terms are often English words. When Chinese people speak English, they cannot understand standard English, let alone non-standard English pronunciation. Once, I asked a customer to find a database field. I wrote a letter and a letter, saying that he wrote a letter and a letter on the paper and checked whether the letters were correct. This is too inefficient.

4. The telephone fee is too high.

As a result, QQ appeared.

QQ is a sneaky thing in enterprises. If the boss of an enterprise sees QQ as a plaything, he will immediately destroy it. IM software is not available. I chat on it and don't work. Only MSN can be used.

But there is no way for customer service. QQ is easy to use:

Screenshots can be captured on 1 QQ. Customer service support needs this function very much. It is often difficult to tell the customer what to type, paste the window interface, and tell the customer against the interface, it will be clear soon.

2. Uploading files via QQ is faster than that via MSN. This is something that people often learn about when uploading files. For customer service, we often need some data for testing. We often need to send the updated patch to the customer, or send some support FAQ documents to the customer. QQ is much faster, and resumable data transfer is also possible. MSN does not work. In particular, MSN is still offline. QQ can be logged on in a variety of complex network environments, and MSN is much more vulnerable. I don't know why I can't go up.

3qq has a very powerful function of Remote Assistance. In the beginning, we used pcAnywhere, but the configuration was too troublesome and required an IP address. However, enterprises only access the Internet through ADSL, which are dynamic IP addresses. Qq Remote Assistance, as long as you have QQ can be connected. In addition, QQ can remotely operate the machine of the other party and continuously interact with the customer. However, due to China's North-South network, QQ's remote viewing speed is very slow for customers in the North's customer service center to connect to the south. It is a waste of time to support it.

4qq also has a function called remote demonstration. You don't know. I'll show you how to operate my machine. While watching, I am chatting with text to teach you the precautions. Remote Training is absolutely good.

It is inconvenient to find the chat records of 5msn. After talking to the customer about the last week, the customer forgets this week and does not want to talk to him again, asking him to view chat records. QQ can flip the pages and watch the day. In addition, the original chat records are restored very well. Screenshots are all at that time. I have reviewed and understood.

6 im tools can communicate with several people at the same time, which breaks through the problem of dedicated telephone customer service staff. In addition, the speech and English are all understood in a unified manner, eliminating the misunderstanding of telephone accents. And Im tools are free of charge. Anyway, the company has already activated ADSL Internet access, and the network fee is monthly, and there is not much money to pay if there are more IM applications. The more Internet resources the better

In this way, QQ is developed underground. From then on, it becomes useless.

There are more customers, and the customer service staff is obviously not enough. Phone + QQ, busy customer service staff hands and ears. Add persons? The boss is considering the cost. When people come, they need to have a work station, but now the rent of a house is not enough. In addition, there are various wages, benefits, office fees, and personnel management costs.

You can only solve your own problems.

Our customer service staff innovated and set up a QQ group.

The customer service staff found that the customer had made a lot of calls, but the questions were concentrated, and there were fewer questions about abnormal personality. I am tired of repeating the same answers to the same questions every day. As a result, the customer's information management personnel are all called into the QQ group. If you have any questions, answer them in the group. As you can see, I don't need to repeat the answers one by one.

It works. The number of customer service support calls has been reduced a lot. It seems that innovation and solutions are all pushed out.

The establishment of the QQ Group has brought more benefits:

1. Information management personnel of the customer discuss issues, exchange experiences, and learn from each other. Haha, from understanding concepts to operations to support questions, everything is discussed. Without the support of our customer service staff, we can help you. Customer service work is much easier again.

2. Do not notify a household of any updates. An announcement was issued in the QQ group. A few days later, I saw the announcement and downloaded the new version from the specified FTP. Solve the problem with the new version in time, so as not to leave the technical support difficulties in the future.

However, with the QQ group, new problems were discovered.

Customers sometimes ask a question. After thinking about the problem, the customer service personnel said in the group: I remember that I had discussed the problem in detail one day last month. I am looking for your discussion at that time. However, there are too many historical records in the QQ group, especially when there are too many people in the QQ group, not only about technical products, but also a lot of entertainment. It is hard to find what you want.

What should we do?

It seems that there must be a place to archive these classic discussions and put them on a forum.

So BBS was built.

BBS has the concept discussion area, FAQ area, functional operation Q & A area, technical Q & A area, patch download area, and implementation method area.

With this BBS, it seems that many things have changed:

The QQ group has been suspended a lot, saving frequent pop-up message boxes on our computers. The box is annoying. Messages cannot be received, messages cannot be saved, and messages cannot be popped up. Now it is much quieter, and there is less irrigation.

BBS hangs web QQ of all customer service personnel. Some customers' information management personnel have not joined the QQ group. If there is a problem, you can click QQ of a customer service personnel on the BBS to directly support communication. Moreover, anyone online and anyone offline can see it. In addition, find the customer service personnel you are most familiar.

Sudden mutations occur. An Implementation manager accidentally wrote an article on the BBS about the implementation day. The boss has bright eyes. This is a precious implementation case. Living implementation cases are very convincing and successful implementation cases.

If the boss supports execution, no one can follow up quickly. So every implementation team, every implementation case, one post, and every day's work experience is written down. This case library is really valuable now. Where the boss made a ticket to prove the implementation strength, he showed off it. It has become a powerful tool for making orders.

Although so many tools have accelerated the efficiency of a lot of customer service, but also reduced their work pressure, but the real heavyweight tools are only used in the mall (important figures are generally pressure stations, last appearance ).

This heavyweight tool is the customer service ticket system. Without this system, the customer service department cannot be called the customer service department.

The customer service ticket system records every customer support in this system. Which of the following is a question raised by a customer in a department or department? What is the question raised? Who implemented this customer and who used to provide on-site support services, how high is the severity of the problem, what is the solution process, how long is the proposed time, how long is the solution time, and whether the solution is solved after a return visit. Who solved the problem, who returned for the visit, how satisfied the customer, Which ticket has not been completed, what kind of ticket is the most, what kind of ticket is the most time-consuming, which tickets are not terminated for the longest time, which tickets are not terminated for the most time, which tickets are the most time-consuming, which customers have the most tickets, and which customers have the least work orders.

We compare these indicators every month, every quarter, and every year. Determine the key support issues in the next phase based on the indicators, and the key support customers. Work orders that consume a lot of time are concentrated on departments to propose solutions. The longest drag will end as soon as possible. The FAQ is summarized and published to BBS. The class with the most problems should work with the R & D department to determine the next version modification.

Who receives the ticket and who is responsible for the closure of the ticket, and the process to which the ticket is resolved should be traced. The solution fails to be closed for multiple work orders, and the process of each solution must be recorded. Priority should be given to senior tickets. Advanced customers should be given priority. The telephone recordings are associated with the ticket. You just need to play the recording directly.

The customer's priority is determined based on the customer's purchased product type, the customer's purchase amount, customer influence, customer contact times, customer technical capabilities, customer application capabilities, and the degree of customer personnel cooperation. The customer's priority not only determines the customer's support, but also determines the discount of the customer's products to be purchased in the future.

The ticket system is also bound with the call center.

The archives of each customer are recorded. The customer's name, department, position, phone number, and customer grade. We keep track of updates and keep the customer files up-to-date. We keep records of who left the company and where they left the company. Because the customer industry is an industry, the customer's employees quit, usually to a certain enterprise in this industry, this will bring us new potential sales opportunities. Because we have this familiar contact.

Each time the customer calls, the call immediately pops up on the computer of the customer service personnel. What kind of customer is this? What is the role of the customer who calls the customer. And immediately locate the customer's most recent ticket. This customer's previous ticket history can also be viewed. Customer problems are often associated, and a customer has a customer's habits and cognition, so there are problems and solutions, and the support for each ticket is very similar. Check the previous tickets to find out where the current problem is estimated.

Moreover, after the work order system is bound with the call center, the intelligent assignment of work orders can also be realized.

The so-called smart assignment of work orders, generally the call center will automatically ring when the telephone line is idle. But if several calls are idle, which one should be answered? Generally, the call center is used to find the first idle location. In this way, the first idle location is very tired.

We have made improvements. According to who receives the customer in the shortest time today and who is currently idle, the phone number will ring. In this way, the labor intensity is consistent.

But there is another new problem, that is, the customer often calls several times today to solve the problem. If this is the case, you need to transfer the phone number to the customer service personnel who just resolved the problem to the customer.

It's also a hassle. So we made improvements. According to the person who answered the previous ticket, if he is idle this time, his bell will ring.

During use, we found that the relationship between customers and customer service personnel is getting closer and closer. The customer often receives a speech from the same customer service personnel and understands each other's ideas and solutions. The customer also understands the problem and solves the problem much faster.

The work order system provides various reports on workload and capability. The number of customers received by each customer service personnel each day, the amount of reception time, the number of solved tickets, the number of tickets at different levels, and the data of unsolved tickets, the number of tickets that fail to be resolved during the expiration period cannot be solved by the limited capacity. The number of tickets to be transferred to other persons cannot be solved, the number of sales opportunities collected, the amount of sales opportunities collected, and the number of customer files updated

With quantitative work evaluation indicators, the customer service staff has three levels: Senior Customer Service consultant, intermediate customer service consultant, and customer service consultant. Different salaries. In addition, tickets of different levels of customers and different severity levels are also assigned to customer service consultants of different levels.

Now, we have opened the ticket system to our customers. The customer can log in and pass the Problem description and images without making a phone call. Then, the customer directly enters the ticket support process and calls the customer. In addition, the customer does not need to clarify the phone, and the customer service staff also reduces the difficulty of telephone support. Our customer service staff have better work effects and work arrangements.

This is the benefit of computer automation. Who said management software companies do not need to manage software.

We learned the benefits of managing software on our own.

Your company is still performing manual operations (easy to lose and damage, difficult to share and not easy to synchronize and modify) or copying a single-host Excel copy (it is easy for individuals to copy different versions of the Excel content) is it streaking?