Web site User experience: The role of online customer service

Before this article please read: whether the website needs online customer service

The form of online customer service:

1, based on IM tools online customer service, such as QQ, Ali Wangwang;
Advantages: No need to develop again, as long as the client software can be, and follow-up customer management easy.
Disadvantages: The number of installations with the client is closely related to whether the user is registered (the operation of the artificial obstacles, not in the scope of this article comments).

2, the third party online customer service tools, such as 53 customer service, live800 and so on;
Advantages: No need for client software support, click to use.
Disadvantage: Subsequent customer management is exceptionally difficult.

The principle of online customer service:

1, IM tool itself is chat, online communication with, the development of online customer service is just the IM window into a web window.

2, the principle of Third-party Customer Service tool is the early web chat room principle, but became 1 to 1 chat just, this technology has been implemented N years ago.

Who wants to use online customer service?

1, the first need to clear the site's products are sales-driven or product-driven.

Sales Drive is the need to call the salesman, the industry site more of this situation. For the sale of Web site members or advertising or other products, the need for human sales behavior, known as sales drivers. For example: You don't want to buy something, then someone is trying to tell you that you might eventually buy it.
Product drivers are not required to introduce more, relying entirely on the content of the Web page to facilitate the user to complete the transaction. For the sale of products, basically out of artificial sales, relying on the site product introduction of the main sales behavior, known as product-driven. For example: You fancy a product, after reading the introduction to buy, the middle of no sales staff.

2, followed by the "online customer service" To do a refinement, that is divided into pre-sales support and after-sales service.

Pre- sales support refers to the user before the completion of the product purchase consultation, that is, the user has a lot of why, need you to solve. --B2C,C2C websites are often needed. (My summary is the website product description does very rubbish, the customer does not see the information that wants, can only ask customer service.) See article 4th of the Wait. ）
After- sales service refers to the user has completed the purchase, the use of confusion or need help. --as long as the product is needed.

3, the next need for site users to do a little refinement, simply divided into network applications are not skilled and network application proficiency two, nothing more. (well, readers please do not here and I seriously, to subdivide the user is very difficult things, I am here just a simple distinction.) This is very clear and difficult, but also with the user's knowledge structure, learning ability and so have a great relationship. ）

The network application is not skilled refers to the network does not understand or said to the computer does not understand, or only knows a little. --for example, I've seen a salesperson guide a person who doesn't know anything about the Internet or even typing is very difficult to use their own website, through the online customer service tools, Non-stop screenshots and text guidelines to help customers use the site.
Network application proficiency refers to the relative network operation, application, etc. are more understand. For example, rely on the network to develop customers or people who earn a living or shopping, and so on. Relatively speaking, they are already very familiar with the shopping process. But they are constantly looking for customer service to ask, and for what?

4, your site will be the product description of the list is clear?

A direct example: Yesterday I want to buy a tin tea pot on the Internet, for this kind of tea cans, I need to know is the size of the tea cans, lid mode, internal workmanship, sealing, tin content, monomer weight, external pattern of these key indicators. But the depressed is not found an online shop can put these indicators to say clearly. Either the lack of this or the lack of one, in short, no one shop can let me after reading can immediately place a single, because I have too many questions have to through online communication to find the answer.

Let's start with a summary:

Sales-driven products, is the need for online pre-sales support and after-sales service.

Product-driven products, or do not use, you need to use your site to reduce customer service work, of course, if your products are genuine. Honest and valuable money, higher integrity price!

If it is a corporate website, I really suggest that you do not do online customer service.