How to let the electrical business Enterprise's customer service to exert the biggest marketing value?

Whether it is Taobao, Beijing-east and other electric business platform, or the independent establishment of the electric business site, or other needs of customer service sales enterprises, the basic existence of such a business process: Promotion → customer service → sales, promote their own websites and products, customers through customer service for the relevant consultation, transfer to the sales for voice services! Visible, in the electric business website and other sales-oriented enterprises, the role of customer service is serious.

The essence of the electricity business is retail, while customer service and sales are shop attendants. The main functions of customer service are as follows: Solve customers ' questions about products and service items, let customers have interest in purchasing, psychological guidance, let customers leave http://www.aliyun.com/zixun/aggregation/31492.html "> Contact Way, In order to sell the sales business or the sale of their own services. The threshold of customer service is not high, however, good customer service staff is very scarce, this is because the customer service in the whole marketing system of the key decision.

Because there is no professional training and management, a lot of enterprise customer service staff business ability is low, embarrassed to use, as the key link with direct sales, a good customer service staff for performance promotion is essential. Every enterprise managers have a deep understanding of this, looking for excellent customer service staff, but also become an important subject of these enterprise management personnel.

At present, customer service mainly has the following problems:

1: Slow to return information!

Many industries of similar shops have hundreds of thousands of homes, if the information back to slow, customers do not have time to wait, will immediately close the Web page to other shops for consultation.

2: Professional knowledge is not enough!

Customer service expertise training is not deep enough to make a mockery of the conversation with customers. Because customer service is only the concept of training, what the actual situation is not understood.

3: Do not know how to guide the opportunity!

This includes timing and guidance. Many business customer service, have no professional training, especially in the traffic is very large, the loss of effective information in the Customer service link is in 60%. Because the electric business in the period of large traffic time is very short, so this loss of 60% of the flow is difficult to fight again.

4: Only guide regardless of sales!

Some electric dealers to customer telephone information to the amount, as a customer service performance evaluation criteria. So that customer service in order to make the phone information unscrupulous, and in the telephone sales and customer communication confrontation, but because the information is inconsistent with it, even provoked a scolding. Such customer information is not only invalid information, but also to the sales staff mentality changes, products and brand image, are counterproductive.

How to avoid the problem of customer service?

1: Professional Training and management

In some large enterprises, customer service professional training and management has been achieved. But it takes time and labor costs that many small businesses cannot afford. However, if the enterprise can have patience, to ensure that the personnel will not be lost and so on, it will result in a multiplier effect.

2: Find a professional customer service team

Many companies choose to seek customer service outsourcing, but the effect is not good. Because many customer service outsourcing agencies, there is no special customer service training system, customer service staff overall quality is poor. Therefore, businesses in the customer service outsourcing, we should try to find a professional training system of customer service outsourcing team.

3: The use of Professional and efficient customer service system

In order to meet the needs of enterprises, China's largest and most professional customer service industry Park-"heart communication" This is undoubtedly a big boon for many small and medium-sized enterprises. Because small and medium-sized enterprises in the brand and sales staff, compared with large enterprises, completely at a disadvantage. As a direct window into the customer, good customer service will directly related to the smooth development of sales business, and "Heart Communication" appears, will help enterprises in the shop Web site sales, online services, phone calls and sales, after-sales service and so on, have a professional customer service team This Air Force support, Enterprises can focus on brand and ground sales team building and operation.

I have one of the top 360 colleagues, a female girl, at work when the general treatment. Back in 08 still resign himself to do Taobao shop, from a monthly income of thousands of, to now a few w. Every time I chat with her the biggest feeling is "tired". I want to be a guest again. Especially as a customer service, basically 24 hours mobile phone at any time, at least more than 10 hours a day online.

As her income increased, also asked for a full-time customer service, but still feel very tired, said to be ready to do a few years will not do. Now many Taobao shopkeepers are suffering from customer service problems, especially in the peak season, especially busy. The demand for customer service is very large, but the various cost of temporary recruitment service is very high, also difficult to find proficient. So looking for some professional customer service system, such as "heart Communication" has become a popular trend.

Introduction to the use of heart Communication service tools

One: Background settings: As shown in the picture:

This is the Heart Communication Customer Service tool background interface, compared to many customer service systems, heart communication customer service background to be concise many, abandoned a lot of redundant options, which also for customer service personnel to facilitate the operation.

☆ Highlights. Heart communication background compared to many customer service systems, more convenient in operation. At the same time, customers can access the backend system to set up their own, the heart Communication team will be based on customer settings information, customer service!

Second: Account hosting: Set the basic information, you can go to the hosting account column:

Add account hosting a column: is to be entrusted to the heart to communicate customer service team QQ number!

Account List column: is already set up managed qq!

QQ, want to, 53 customer service and other online customer service, can be through the "account type" for hosting.

☆ Highlights. Heart Communication Customer service team background system, as long as there is a login account (please contact with the heart of the Communication team), you can set up their own, heart communication according to the customer set up the account for customer service model, making communication more efficient and convenient!

Third: Knowledge Base channel, customer can upload product Knowledge Base description. (Note: If the customer does not have time to set up, will take the initiative to communicate with customers, and product knowledge to edit, do a one-stop service, so as to save a lot of time for customers)

☆ Highlights. Customers can login to the account at any time to set up products, so as to avoid product information changes, brought about by customer service problems!

Four: Financial Detail management: Customers can inquire at any time their own tariff usage, so that the financial clarity, transparency!

☆ Highlights. The tariff is transparent. Let the service customer rest easy!

Today this article, is mainly to do with you as a friend of the electrical business introduction of this customer service system tools, the need for friends can go to understand.