Analysis of customer service system

来源: 哇谷im原创 2020-07-25 13:20:26

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.






-----------------------------------------------

相关文章

即时通讯

即时通讯im

什么是私有云?

im 移动社交聊天APP

Im通讯有哪些APP

如何选择即时通讯软件?

推荐一款好用的企业办公聊天APP

使用企业IM要不要收费

IM软件要多少钱?‍‍有必要定制么?

有没有必要开发企业聊天APP

企业IM是什么,有什么使用优势?

哇谷IM有什么特点,为什么很多企业在使用?

即时通讯私有化部署是什么?

企业即时通讯的使用价值有哪些

企业聊天APP有什么作用,可以带来哪些便利?

企业即时通讯软件支持多设备登陆吗?

购买海外云服务器注意避免这些误区

怎么样正确认识海外云服务器

员工上网影响效率 关闭外网做内网必备聊天APP

即时通讯软件是否具有聊天回执的功能?

即时通讯聊天APP是否支持消息漫游

即时通讯软件可以发送表情和语音么?

即时通讯软件支持群聊和音视频功能么?

有微信有QQ,为啥还要定制即时通讯软件?

IM软件功能丰富 随心所欲定制您需要的功能

盘点全球几大即时通讯软件

介绍两款国外大佬级别的即时通讯APP

原创互联网未来世界企业政府通讯APP办公节约成本类似马云思维-哇谷IM

免费十万SEO优化超级外链工具各大站长工具

敲黑板,企业聊天APP这些事项一定要注意!

JM沟通优势有哪些,安全性怎么样?

JM沟通app即时通讯聊天系统功能介绍

jm沟通 企业即时通讯有什么特点,为什么受欢迎?

JM沟通实现零距离交流 成现代企业办公的必备

即时通讯私有化完整版源代码分析后台数据库说明

即时通讯IM融云世界

新的市场叫板环信、融云、腾讯云!开源版IM即使聊天工具

公有云和私有云之间有什么区别?类似融云、环信云、网易云、哇谷云?

IM云系统即时通讯公有云、私有云、企业云、海外云-哇谷IM团队

2.0哇谷即时通讯系统正式上线适合大型项目运营超稳定性

哇谷科技JM沟通即时通讯内核升级新版哇谷2.0即将上线

im即时通讯社交软件APP红包技术分析(五):微信红包、聊呗红包、诚信红包、高并发技术

im即时通讯-微信红包、支付宝红包、聊呗红包、诚信红包、谈功能逻辑、容灾、运维、架构等。Q红包

更多文章

.

 企业即时通讯服务 | 商用红包功能构架 | 哇谷IM首页 | JM沟通IM下载 | IM功能与价格 | 即时通讯动态 | 热门动态 | 关于哇谷 |联系我们