Electric Business Online customer service System solution

Intermediary transaction SEO diagnosis Taobao guest Cloud host technology Hall

With the continuous popularization of internet technology, more and more enterprises began to move forward to E-commerce, Taobao Double 11 madness, 19.1 billion of sales have confirmed all this. As Ma Yun said: "Ten years later China will have no e-commerce, the reason is that E-commerce will be fully integrated into the blood of all enterprises, as part of the day-to-day operation of the enterprise." However, E-commerce is still far from entering the mature stage, some enterprises are simply imitation or blindly input, it is difficult to achieve the real power of E-commerce.

So how to enhance the enterprise's E-commerce operation ability through the online customer service system, help the enterprise actually increase the online sales? We analyze the problems in the process of the enterprise's electronic business, give full play to the online customer service system network marketing function, and through the effect display to explain.

1. Web site traffic is good, online trading volume is not ideal.

Through the optimization of the site, as well as a variety of promotional means, the number of visits to the site has significantly increased, but the actual transaction volume growth is slow, a large part of the reason is that visitors are browsing the product confusion and doubts, and no channel to confirm, such circumstances, visitors will naturally give up buying. If there is no bridge between enterprises and customers, it is bound to affect customer satisfaction and bring negative effects to enterprises. Through the online customer service system can be a good solution to this problem, visitors have doubts, click the Customer service icon for consultation, customer service staff through professional answers can dispel customer doubts. At the same time, customer service can also be monitored through the site visitors, according to the visitor's page stay time to judge the intention of visitors to purchase, and actively communicate with visitors online.

2. New and old visitors can not identify, customer information can not be obtained in a timely manner.

Traditional telephone consultation, customer service often can not distinguish between the identity of visitors, need to confirm through communication. On the one hand this way very affect the efficiency of customer service, on the other hand, customers have to repeat personal information every time, inevitably appear bored mood. One body light through the Internet technology, accurate identification of new and old visitors, through the customer management module in the customer information, customer service in the first time to master the basic information of customers, purchase records, after-sales service, complaint records. At the same time, we can also with the enterprise's own CRM, ERP, Order management, OA and other systems for integration, to achieve information sharing and unified maintenance.

3. The use of the Internet to promote, the effect is not accurate assessment.

With the development of electronic business, market competition is increasingly fierce, in order to open the network market in a short time, the internet has become the inevitable choice of enterprises. Common promotion methods include SEM (search engine marketing), EDM (e-mail marketing), CPS ads, etc., so how to evaluate the effectiveness of the promotion, and timely adjustment to promote the program is an urgent need to solve the problem. Many enterprises invest in a large number of promotional costs, the actual effect is not obvious. One body light through the promotion link identification, accurate judge each visit from which promotion website, visitors from which search engine clicked over, through which keyword to find the Enterprise website. At the same time, the system also carries on the analysis and the summary to this information, displays the overall promotion effect by the chart way. The Enterprise promotion specialist can use these statistical reports to adjust the overall promotion plan and plan to achieve the best promotion effect. Traditional analysis tools can only analyze the site visits, and we can conduct a detailed analysis of the site consultation, customer conversion rate to a large extent by the site consulting volume decision.

4. Customer service work can not be real-time monitoring, assessment without basis.

Customer service staff's professional ability and service level will directly affect the overall performance of the enterprise, however, the actual ability of each customer service is uneven, the flow of personnel is unavoidable, this time will need to lead the timely detection of customer service problems and guidance and correction to ensure that customer service to provide the best quality services. In response to this situation, one body light especially for customer service supervisor, research and development customer Service monitoring module, not only can see each customer service is receiving the number of visitors, the same day received total visitors, but also real-time view with the visitors dialogue content. When found that customer service needs help or problems, can immediately join the dialogue, tripartite dialogue to help customer service personnel to solve difficult problems. The system also provides all customer service work statistics, such as attendance days, online time, the number of dialogues, the length of the dialogue, job number scoring, to provide the basis for customer service assessment.

5. Customer service system and Web site can not be closely integrated, it is difficult to achieve 1+1 greater than 2.

Traditional customer service system is often only used as a visitor consultation tool, can not be with the site content, style to do the perfect integration, resulting in poor overall user experience of the site. One body light through in-depth analysis of visitor behavior and usage habits, combined with the actual needs of the enterprise, launched: 1. Visitor interface customization, enterprises can be based on the overall style of their own website to adjust to achieve overall harmony and unity; 2. After the Enterprise member login, the consultation system may recognize the member to sign in, Login status can obtain member information; 3. When a visitor stays on a product page for consultation, customer service and visitors will display the product, visitors in the consultation process can be directly clicked on the visitors to purchase the button to order; 4. Order Push, customer service in the process of communication with visitors, according to the needs of visitors, can push the corresponding product orders. After the visitor simply fills in the submission, the customer service may view the order in the CRM, and carries on the late order follow-up.

The above is a number of enterprises in the electric business on the road to apply online customer service system, if you have other problems, please contact our Customer service consultant, we will be for your actual situation analysis, and provide solutions, welcome to consult!

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