For enterprises, the most important resource is users. Under the cognition of most enterprises pursuing customer first, the operation and management of users is particularly important. Therefore, the customer service system software that can understand customers, communicate with customers, and maintain customers has also become a hot "star" tool for enterprises.
How to understand customers: channel integration, unified management of user information
With the development of the mobile Internet, most enterprises have many online channels. For enterprises, connecting more communication channels means having more traffic entrances, but more traffic entrances lead to fragmentation of visiting user information , The integration of user information and data is very difficult, and it is difficult for enterprises to provide targeted and accurate services to users. If they want to manage and analyze user data in the later stage, user classification alone is a big project.
The full-scenario multi-channel customer service system of Jiaxin customer service can connect the enterprise's WeChat, official website, APP and other channels, which not only facilitates customer consultation, provides customers with a consistent service experience, but also can obtain and view the user's browsing information in real time Tracks, search sources, historical access records, etc., customer service can keep abreast of user conditions and provide better services, and user information is also stored on the platform. The system supports customer service to make custom comments and classifications for users, so when users enter the line, customer service can start to manage user information.
How to communicate with customers: professional intelligent services to create a smooth service experience
The process of interacting with users is also the process of increasing user stickiness. In the communication process, the service efficiency and quality of the enterprise can immediately highlight the importance the enterprise attaches to users. Therefore, in terms of interaction with users, the Jiaxin intelligent customer service robot provided by Jiaxin customer service provides users with
Second-level response, creating a timely and effective reception state for consumers;
Guide users to quickly clarify complex and ambiguous issues according to business processes, and provide users with clear and accurate information;
7*24 hours online and uninterrupted to quickly respond to user questions and answers to meet the diverse individual needs of customers.
At the same time, through the integrated service platform, the customer service robot can accumulate relevant customer service data, help enterprises deeply explore the value of data, and form a complete customer portrait, continuously understand customers and improve user conversion effect
How to maintain customers: customer-centric, maintain a good customer relationship
After customers successfully consume or retain funds, companies usually need to return such users and follow up with follow-up conversions. However, in the face of a large number of customers, what is the customer's demand, the product category that the customer has consumed, the product that the customer is interested in, etc., it is inevitable that there will be omissions and deviations in the human memory of customer service/sales, and it is easy to leave bad news for customers when following up with customers. impression. The Jiaxin customer service system can save past customer consultation records, search for one-click jumps to conversations, listen to call recordings, and provide follow-up personnel with accurate and detailed customer data. Customer service/sales can watch and chat while converting customers. Customer needs are under control, making every customer interaction a business opportunity.