Customer service system is one of the commonly used application software in enterprise work. Its purpose is to reduce the operating costs of enterprises and effectively improve the retention rate of customers. Therefore, this paper analyzes the role of customer service system in-depth. First of all, what are the basic modules of the customer service system? Common online customer service systems include service desk, service request management, online customer service, work order management, mobile customer service, project management, knowledge base, SLA Management and report management. Each function module is independent and interrelated with each other, and the work order management module is the core.
Through the above figure, we can simply see the business process of customer service system, which vividly reflects the characteristics of customer service work order system, one connecting users and one connecting enterprises. Service closed-loop is formed from user initiating service request, response, processing, tracking, feedback, and user evaluation. According to the different business process paths of customer service, the order of restriction is online customer service (in which remote assistance can be dispatched), work order management (event process tracking, mobile customer service synchronization), project management (multi task, multi person cooperation). The complexity of solving problems increases in order to meet a variety of different customer service application scenarios
1. Telephone channel
If the scheduling process is not complicated, you can choose the telephone box scheme provided by the system service provider, without changing the original telephone network structure and plug and play of the enterprise. You can realize the telephone screen within one minute and automatically save the telephone recording. If connected with CTI call center, the SIP telephone access scheme provided by the system service provider can be used to realize the call / decompression screen , automatically associate customers, create or insert work orders, and save call records.
2. Mail delivery order
There is no need to log in to the system, reply to e-mail can reply to work orders, and there is no need to change user habits. The customer sends a message to the designated mailbox, and the system automatically generates the work order in the name of the customer, including the email title, body (supporting rich text) and attachments. If a customer email is mistakenly sent to customer service, customer service can forward it to the public in box on behalf of the customer and can generate work orders.
3. Wechat channel
With the continuous growth of mobile business demand, wechat channel access has gradually become a necessary product for many enterprise service support channels. You can visit the official wechat account or enterprise number. Customers can actively put forward service requests in their own service requests, accept online customer service, work orders and FAQ self-service, etc.
Customer service system plays an important role in the enterprise. It has always been the necessary application of multi-channel service for enterprises. It is very important to improve the customer's good feeling to the enterprise through simple installation and operation.