Big guy to teach you how to cut off the electricity quotient website redundant customer service

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Every home appliance business site will be customer service as an important standard configuration, and with the development of the site constantly in customer service to put manpower and technology. Perhaps one day, you will marvel: How can I recruit so many customer service! In the capital of the winter, the increase in operating costs in the present, you are the time to think about a question: I really need so many artificial customer service?

Often visit the major electric business blog, forum Friends know an interesting word: iron shop, running water customer service. Talk about the phenomenon of high turnover rate of customer service. There are so many people left, you as a manager, the professional response is: recruit. Not being able to cope with so much consultation. Tim tells you that your professional response is both a good thing and a bad thing. You continue to recruit customer service, indicating consultation volume big business Good, you know according to the amount of business allocation manpower. But you used 10 years ago to operate the customer service system, but did not think too many people really can solve the problem of user consultation? Is there a economical way to improve the user consulting experience?

Don't be unconvinced, follow Tim to see how the electrical business bosses have been playing the customer service system.

Jing Dong Customer service System

The big guy moves: Lets the customer clarify the idea to speak first, advocates the self-service customer service to raise the problem solving efficiency

Two. When customer service system & Amazon customer service System

Big guy moves: Problem search + Self-Service + Super powerful faq+ seemingly inconspicuous online customer service

Three. A shop customer service System & Customer service System & easy Customer service System

Big guy moves: Situational Self-Service + problem classification + Telephone customer service

Four. Only product reception service system

Big guy: A process self-service solution that helps customers quickly resolve questions

The above four big guys ' moves are hinting at a very important message: powerful self-service is helping customers "do it yourself"! Next, we do a calculation problem, if every day has 1000 customer consultation, according to each customer Service day processing 200~300 consultation, we need 3~ 5 Customer service. If we have a well-designed, experience a good self-service page, can help us to block even 20% of the consultation, the effect is directly to help us reduce a customer service establishment, a year to reduce expenditure of 5w Yuan, pro, this 50,000 yuan is all net profit AH!!!

So, friend. You need to ask yourself, artificial customer service or self-service: What kind of website do I need?

"Supplementary explanation" this article to the small and medium electric business team deploys "the customer service team" to have certain practical significance, the past experience tells us the customer service is necessary, but now the thought tells us the customer service is must, but the game has many kinds. Gofu easy to buy can open hot category, Activity topic online Artificial customer service, but small and medium team are usually cock silk, dick Silk of course need to have cock silk play.

Recommended attention to the author, Electric business Tim, he is a front-line entrepreneur, whenever encountered some problems, he will habitually think, in addition to the established mode, there is no better way to solve it? This is not, a few days ago responsible for his team's customer service construction of the lad walked, recruit to go, recruit to go, no way, he did the above research. The first line of micro-experience is the lack of entrepreneurs, dark Horse also welcome other like Tim, such as quality entrepreneurs, tell us your story.

Source: I black Horse net Author: Electricity quotient Tim