Artificial intelligence in these two years of rapid development, online customer service system has also become the darling of the enterprises to compete for, some data show that 75% of the customers have been dissatisfied with the customer service attitude to give up the purchase behavior, and with the development of the e-commerce, consumers a large number of increase, this data is still rising.
At present, there are many enterprises have begun to use online customer service system to improve efficiency, then for entrepreneurs, choose a good online customer service system is equivalent to get the golden key to open the future treasure, in order to help enterprises to better find a suitable project for their own, I'm going to share with you today what are the professional online customer service system.
Midoc online customer service system is based on independent research and development to support omni-channel access to online customer service system, with the following these features:
One, multi-channel fast access
PC website, mobile website, App, WeChat personal number, WeChat public number and WeChat small program customer service dialogue integration, unified dialogue window, unified customer service management interface. Customer service personnel only need to be in a workstation, you can complete all channels of user reception. Instant reminder of user messages, rapid establishment of communication bridges, one-key reply to text, pictures, graphics, voice, video and other forms of messages, so that the conversation is easy and convenient.
Two, intelligent dialogue allocation
Midoc introduces ACD automatic allocation model, supporting sequential allocation, priority allocation, load allocation, random allocation and other strategies, so that customer service skills and efficiency to achieve a balance, and effectively improve customer satisfaction. Enterprises can customize the allocation rules that do not make sense, i.e., allocating conversations by region, allocating conversations by URL; allocating conversations to the most appropriate person to receive, avoiding the embarrassing situation that the same user is received by many people, but some users are not received, and greatly improving the efficiency of problem solving.
Three, user CRM management
User source and browsing track tracking, to help enterprises adjust the promotional placement strategy and the initial judgment of user demand, to facilitate customer service personnel to prepare the relevant terms of reference. User gender, address and other basic information is automatically stored, according to the information obtained from the conversation, you can add labels for the user, classification management. According to different labels for fan profiling, and then realize accurate marketing, improve the possibility of user realization.
At the same time, customer information is permanently stored, customer service does not have the authority to delete and modify, to maximize the security of customer information.
Four, personalized chemical order management
The use of work order management function can realize the process of customer demand processing and tracking, all customer information and data and related records are stored in the system so that at any time to access. The work order can be initiated through omni-channel, with real-time reminders, and feedback on the progress of the work order can be obtained at any time to ensure that the problem is solved. Multiple custom fields to meet the enterprise personalized process; custom service levels to ensure service quality; comprehensive statistical reports to optimize the service process; standardized customer service problem handling process, work efficiency at a glance.
Five, data analysis
Accurate data analysis reports can be used as a basis for measuring the efficiency of customer service, but also to help shape the company's overall strategy. Customer service work can be assessed and analyzed, including customer service workload, conversation records and satisfaction evaluation data, comprehensive intelligent analysis of customer service work status.
Support for user analysis, user conversation records, behavioral trajectory and search keywords and other statistics, to build a complete crowd portrait, so that you clearly grasp the user needs, improve the conversion rate.
Through the customer source channels, search terms, visited pages, landing pages and other dimensions of statistical customers related to the source of information, to better help enterprises to analyze the situation of the investment.
Midoc's omni-channel online customer service system not only helps enterprises and users interact and communicate with each other, but also guides the direction of marketing for enterprises, making it a must-have operational tool for enterprises in the Internet era.