Editor's note: In today's increasingly fierce market competition, customer service is an important part of the e-commerce industry. How to scientifically manage it has become an inevitable problem for enterprise management. Doing a good job in customer service management is of great significance to enterprises. This article introduces the characteristics of the low-code platform in customization and rapid implementation through the case of Vipshop Gold Customer Service Management System.
Keywords: low-code, customization, customer service system, quick landing
With the development of Internet technology, my country's e-commerce has developed for more than 20 years, and has formed a complete industrial system. Through innovation and coordinated development programs, it has penetrated into all aspects of people's lives. At present, in the e-commerce industry, customer service is indispensable, and the larger the e-commerce company, the corresponding number of customer service will increase, a large number of customer service, management difficulties, a set of excellent customer service management system, can be said to be in the snow send carbon.
One is to fit the realization of the business functions of the current customer service system. On the other hand, due to the characteristics of e-commerce itself, the rapid development means that the business needs change rapidly, so it is necessary to pay attention to the realization of future business functions. In summary, the standardized software market Software is not suitable for customer service systems. For medium-sized enterprises and large-scale enterprises, after long-term development, they have formed their own management characteristics, and they hope that the system can carry their own management concepts and quickly implement them through digital methods. When various conditions permit, customized management software is the best and most beneficial to the development of the enterprise. The rise of low-code platforms can just meet their customized management needs.
How to achieve this, we can find out a thing or two through the case of the large e-commerce Vipshop. After various investigations, Vipshop finally chose Tianling, an old manufacturer, to create a gold medal customer service management system with Vipshop features. The functional modules are as follows:
| module |
Function |
| Home Portal Module |
It has the functions of accumulative check-in, viewing submitted cases, number of tasks to be learned, personal points, group points, etc. |
| Upload case module |
Edit outstanding, excellent, and gold medal cases and submit them to leaders for review. The submitted cases have a multi-level circulation function |
| Publish task module |
Publish learning tasks to designated students, you can add multiple-choice questions arbitrarily, and complete the test |
| Knowledge base module |
For excellent, excellent, and gold medal cases, learning references can be provided, and comments and likes can be posted |
| task module |
Divided into learned tasks and to-be-learned tasks, learned tasks have points |
| Integral module |
Divided into my points, personal points ranking, and group points ranking, you can view your own points, top dozens of personal points and group points rankings |
Initial first personal home page:
Learning function: the knowledge base list can be queried, and the matching cases can be filtered out according to the case title, case level, category, upload time and other conditions for learning or viewing.
Points function: The points list displays information about all the cases in which individuals have obtained points, counts the points obtained by the cases and the points obtained by signing in, and displays the points that have been exchanged and the remaining points.
Export function: Support data export, can count by day, individual (and individual work number), group, department (refine to real-time team), department TL, corresponding recording number/dialogue number, corresponding work order number, submission time, Corresponding to the form of the work order, the number of submissions, the number of establishments, and the review results of each link are counted.
Case upload: the grade category of the case, the highlight statement of the case and upload relevant materials. After uploading and submitting, click the Submit case button, and the submission panel will pop up, where you can select the approver for the next node according to your needs. You can enter comments in the comment box, and you can also choose to customize common comments.
The promotion mechanism, case generation learning mechanism, and dual incentive mechanism in the project all need to rely on the convenient and high-quality submission of gold medal cases as the cornerstone, so that reviewers can quickly and efficiently review, and reward, learn, and promote according to grade points and later stages. Through the realization of these functions, timely incentives for the front-line team, rapid learning, efficient transformation, rapid growth of talents, and help the customer service team to create more gold medal customer service faster. Empower customer service to work more efficiently and realize innovative development of customer service management.