In the Internet age, intelligent customer service has become the standard equipment for customer service, management and operation of e-commerce enterprises. Faced with a large number of customer inquiries, order processes, etc., traditional manual customer service has limited working hours, high personnel turnover, and rising labor costs, which have been unable to meet the needs of e-commerce companies for "digital and intelligent" transformation, which also promotes AI . Indispensable core driving technology in strategy development.
Many e-commerce companies will empower their business development on multiple different platforms and multiple marketing scenarios, and use AI technology to plan an efficient reception model for the global "digital intelligence" customer service process. The "AI+ e-commerce" created by Jiaxin customer service "The integrated intelligent customer service system is the core driver for enterprises to improve the efficiency of receiving customers and increase the conversion rate.
Jiaxin customer service has many cooperative customers and successful applications in e-commerce, empowering enterprises to achieve "cost reduction and efficiency increase": omni-channel marketing to acquire customers + efficient reception, with a full-stack e-commerce knowledge map as the bottom layer, providing services based on The intelligent customer service system of artificial intelligence, big data and other technologies has high-precision language understanding ability, which can help enterprises complete consulting reception, business problem handling and other work.
· "Digital intelligence" marketing + reception
1. All-media collaboration, multi-channel access
Jiaxin intelligent customer service platform supports unified access to various Internet channels such as corporate official websites, APPs, small programs, cross-border platforms, Qiwei, Douyin, malls, emails, communities, etc. , and provides one-stop pre-sales and after-sales support and services. Handle customer inquiries, complaints, return and exchange and other application scenarios, break the traditional single- channel service model , expand the service boundary, and support text, picture, video, voice and other multimedia information interaction.
2. Intelligent agent assistance, flexible service
When e-commerce enterprises meet the "peak period", the number of consultations surges. Simple and repetitive questions can be answered by robots 7*24 hours online intelligently, assisting manual labor to improve efficiency, knowledge bases can match speech skills faster, and human-machine collaboration can solve complex problems ; The service interface can monitor and prompt customer service key information points in real time , help customer service to supplement/modify expression content in time, and output complete and smooth dialogues; through functions such as knowledge recommendation, process guidance, customer labeling, and quick reply, flexibly assist customers, and then Improve reception efficiency and optimize service quality.
3. Outbound return visit, intelligent marketing repurchase
Enterprises can meet the needs of consumers. Through automatic intelligent outbound calls, enterprises and micro companies can continue to operate. Intelligent outbound call robots can select users with high connection rates from massive user data to make calls, which can help save more than 85% of labor costs. Greatly improve the conversion ratio of enterprise marketing and the connection ratio of outbound calls.
4. Cross-departmental collaboration, efficient circulation of work orders
For e-commerce companies, whether it is commodities, orders, inventory, marketing or returns, logistics, after-sales disputes, financial management, etc., the business process of traditional work order dispatching systems involves information collection, data migration, form filling, bill statistics Repeated and cumbersome operations. Jiaxin intelligent work order system can provide comprehensive capabilities of one-click generation and multi-channel generation of work orders, and the orderly flow of the processing process forms a closed loop, which realizes complete integration and connection with intelligent online customer service, call center, intelligent robot and other products, and realizes the whole scene Intelligent service application , effectively improving the efficiency of internal cross-departmental collaboration.
For many years, Jiaxin has been deeply involved in the "intelligent" transformation and upgrading of the customer service field of the whole industry, and Jiaxin's intelligent customer service system has been widely used in various industries. With the rapid development of AI technology and the continuous subdivision of the technical field, artificial intelligence is subverting the traditional business operation and service model. From "open source at the front end" to "reducing expenditure at the back end", Jiaxin customer service will continue to rely on its leading The accumulation of innovative technologies and capabilities helps enterprises in the entire industry to realize the development of global "digital intelligence".