Online customer service solutions for electric dealers

Intermediary transaction SEO diagnosis Taobao guest Cloud host technology Hall

I. Current status of development

With the rapid development of the Internet, the number of Chinese Internet users has exceeded 560 million, the huge market potential for business owners have set foot on the road to electricity. Taobao Double 11 madness, just experienced the June electric business promotion, is a harbinger of the electricity business will have a better tomorrow. At the same time, the store cost, manpower cost, channel cost and so on continue to rise, and further accelerate the development of e-commerce in China.

The traditional enterprise develops the electricity quotient, the initial stage basically will choose Taobao, the cat, the Beijing East and so on platform as the transition, these platform has established the consummation shopping experience, the customer service, the disbursement process, the logistics distribution, more importantly they have the flow. Early through these platforms, indeed in a short period of time to open the Internet sales, after all, traditional enterprises have not been able to build their own online direct marketing channels. However, the future of the Internet is bound to be a comprehensive platform and brand site coexistence, enterprises only have their own brand site to have autonomy, only to create the greatest value for consumers to ensure that enterprises continue to develop.

Many electric business enterprises have built their own websites, but most of them only show their products to customers, through various means of promotion to bring the flow has not been used well. Some companies also try to build brands through social media marketing, whether it is the first forum, or the current micro-blog and micro-letter, all of which are actually services. Enterprises need to find ways to provide customers with valuable services through the network, so as to truly build their own brand.

Ii. problems

1. Website conversion rate is not high

Enterprises generally through a variety of means to increase the site traffic, in the flow of Ascension, while the online trading volume has not been significantly improved. The main reasons are two points: 1, the flow is not accurate, the number of customers in the target is not high, 2, the website conversion rate is low, the visitor finally did not reach the purchase behavior.

Online shopping and online shopping compared to the biggest disadvantage is that customers see only pictures, can not be like the line of merchandise through the visual, smell, touch for quality identification and selection, more can not experience, such as testing, trial, try to wear and so on. Therefore, it is the key to determine the rate of conversion, and online customer service is the quickest and most effective way to solve such problems.

2. After-sales service

Any enterprise wants to establish its own brand, the product is the fundamental, the service is the safeguard! The old customer is undoubtedly the enterprise most precious wealth, how can the customer service is very important. Customer complaints can not be processed in a timely manner, the site after the sale of contact, customer problems can not be accurately answered, service processing procedures cumbersome, these will cause customers dissatisfaction with the enterprise, directly affect the corporate image.

3. Customer service efficiency is low

The traditional call center obtains the enterprise favor by its unified external number, the caller's automatic identification, the business reasonable diversion and so on the superiority, especially in the bank and the insurance industry application widespread. However, the traditional call center also has some drawbacks, such as: Customer reception efficiency is low (a customer service can only receive a client), only through voice communication with customers, for customer service personnel requirements higher.

For the electric business enterprise, it is more suitable for the network call center. Compared to the telephone call center, his advantages are obvious: Support 1 to many service mode, support text, picture sending, file transmission, voice video, remote control and other communication methods, customer response buffer time is relatively abundant.

4. Difficult to evaluate the spread effect

Internet promotion of a variety of ways, the use of appropriate for the enterprise to bring good site traffic, of course, any promotion needs to constantly adjust and optimize, so as to achieve better results. How many effects do these promotions have, and how do they adjust later? Enterprises tend to the site traffic, registration volume, Web site access time, bounce rate and other data analysis, but ignore a very good judgment to promote accuracy of the consultation volume data for statistical analysis.

Iii. Solutions

1. Add Online customer Service Portal

On each page of the site are placed online customer service advisory entrance, so that visitors have questions and concerns, at any time to facilitate the click of consultation. The following points need to be noted:

The entrance position is fixed, cultivate the user's habit, need to consult when cannot find;

The entrance is marked so that visitors can see it at a glance;

The entrance function is clear, lets the visitor know clicks can talk with the customer service;

The entrance style is beautiful, match the overall style of the website, highlight the professionalism.

2. Actively communicate with visitors

When visitors stay on a page for a period of time, indicating that visitors are interested in the content of the Web page, that is, we often say that the intention of customers, at this time, the initiative to the visitors to issue advisory requests, thereby increasing the single rate.

3. Grasp the website online visitor

Through the observation of Web site visitors, according to the visitor search keywords, site access time, visits and other data, the initiative to explore the intention of customers, and take the manual invitation to consult or mandatory dialogue and other means of dialogue with visitors, always clear one but the successful dialogue with the visitors, the final form to further.

4. Do a good job of website business diversion

Visitors according to the purpose of their visits can usually be divided into pre-sales counseling and after-sale counseling, pre-sales Consulting because of their own situation can be classified and differentiated, to ensure that visitors to the most professional answers, so as to enhance the satisfaction of visitors. Of course, if a visitor's problem is not answered by the current customer service, it can be transferred by other customer service.

5. Perfecting the Knowledge base data

The best way to answer customer service is no doubt manual solution, but if the visitors do not work in the case of customer access to the site, this time the intelligent robot will play its role. Of course, whether can answer the visitor question well, depends on the knowledge base consummation degree. In addition, in the process of customer service reception visitors, if some questions themselves can not answer, through the search Knowledge base is also a good way.

6. Fully integrate with the website

When visitors log on to the site, the customer service system can identify the login member. Reception customer service can be real-time view of the relevant information, history enough to buy records, contacts and so on. On the one hand, improve the efficiency of customer service, no need to confirm customer information with visitors, on the other hand, also embodies the professionalism of the site to enhance the satisfaction of visitors.

7. Optimize through data analysis

The construction of the site is a process of continuous optimization, through the background data analysis, you can learn about the site for a period of time, visitors, inquiries, search engine traffic, visitors search what keywords? According to these data can be targeted to adjust the content of the site, has adjusted the website promotion strategy. After a while, you can also compare these data to see the actual effect.

Online customer service system is just a tool, how to play its real value still need enterprises in the actual operation of the continuous adjustment and optimization, so as to help enterprises to effectively improve customer satisfaction, and ultimately achieve the promotion of online turnover!

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