For cross-border e-commerce companies who want to use cross-border e-commerce customer service system tools, when choosing cross-border e-commerce customer service system tools, it is best to choose cross-border e-commerce customer service system tools that can be translated online and have localization functions. It can also help customer service personnel analyze relevant data of customers;
What are the common functions of cross-border e-commerce customer service system tools? What are the recommended cross-border e-commerce customer service system tools?
1. The main modules of the cross-border e-commerce customer service system
1. Support localization
Cross-border e-commerce customer service system tools must have localization functions to better meet the needs of cross-border e-commerce. Of course, this localization function is for foreigners. All prompts on the client side of cross-border e-commerce customer service system tools It is more convenient to be able to convert to English with one click.
Multi-customer: Support multilingual pages, switch at will;
2. The server is stable
If a cross-border e-commerce customer service system tool is lost or delayed during the consultation process, it is easy to lose the entire business. Therefore, we should have high-quality servers and stable and mature programs to ensure the stability and timely response of each message.
Multi-customer: smooth operation without lag, global mainstream technology solutions, thousands of stores online at the same time without lag;
3. Online translation function
The cross-border e-commerce customer service system tools suitable for the cross-border e-commerce industry first need to have the Chinese-English online literal translation function. Although the customer service personnel of cross-border e-commerce have certain English communication skills, in most cases, they still hope to be able to Input directly in your native language, and then send it to English with one click.
Multi-customer: The system has its own translation function, and the text will be automatically translated when sending and receiving.
4. Work order management
The work order of the cross-border e-commerce customer service system needs to have several necessary functions, such as creation, modification, assignment, follow-up, and needs to be connected with various business systems (such as orders, returns and refunds). The system clearly records the work order Created, the work order processing results of each link are used to trace back events.
Multi-customer: You can quickly and conveniently make notes on customers and order information, which is convenient for accurate follow-up and handling of customer problems;
Duoke | Cross-border e-commerce customer service message aggregation platform
5. Customer monitoring
The customer service monitoring function is relatively simple, mainly to track the online status of customer service, and display service quality and service status in real time.
Multiple customers: support viewing and exporting store & customer service data, which is convenient for users to monitor and manage store & customer service data;
6. Customer service operation page
The primary function of the customer service console is an essential tool for direct online communication with users. It is divided into three modules:
(1) Communication information display: The middle area is the communication record display area between users and customer service personnel, and some data such as communication account number, buyer name, quick reply information and other functions will be displayed at the same time.
(2) Quick information sending area: display all product information in the backstage of the store, and synchronize order information in real time, and send coupons to retain customers according to customer problems.
(3) Service information display: It can filter the store information that needs to be replied, and mark it on the top for special users.
(4) User information display area: including customer information, order query, communication history, logistics query and other related content. Through the communication history, you can view all the session records of the current user, which is convenient for different customer service to communicate with each other. check.
Final summary: There are relatively few cross-border e-commerce customer service system tools in China. Multi-customer cross-border e-commerce customer service system tools have English localization, online translation, and visitor data statistics functions. They are currently on the market in terms of functions and features. All are suitable for cross-border e-commerce customer service system tools.
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Duoke | Cross-border e-commerce customer service message aggregation platform
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https://www.duoke.com/zh-CN/register.html?code=ZS0001