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逸创云客服:企业客户服务中心全媒体业务渠道的运营管理

逸创云客服

全媒体客户服务的理念在2016年已火爆整个客服行业,那么什么是全媒体客户服务?笔者总结如下:将来自不同媒体渠道的客户服务请求统一接入一个平台,客服可以一键回复,为客户打造出的极致客户服务体验,在帮助企业优化客服团队工作流程的同时,提升客服工作效率,为企业节省成本的客户服务模式。

那么企业客户服务中心在全媒体业务渠道的运营管理上会有哪些难点?下面以客户服务每日需求量较大的电商行业为例(主要将电商常用的四大媒体渠道进行分析讲解):

1、语音客服:客服人员的普通话标准普及程度、客户咨询高峰期企业对客服人员的合理工作分配及调整、针对客户投诉问题的处理跟进等。

2、在线客服:系统支持不稳定和定制客户数据在实现方面的困难,在线客服岗位模块分工无法执行统一标准。由于客服是所有问题的末端,所以相关信息在同步时往往容易被忽略,造成客服人员信息得知不及时,从而造成客户等待。

3、微信客服:系统支持无法对接,整体客户服务流程体系化较为困难,员工工作管理系统控制不够完善等。

4、APP在线客服:系统支持无法对接或对接后系统支持不稳定,造成漏单、消息遗失等问题,无法实现富媒体,与客户互动性差等。

针对以上问题,解决方法:

1、语音业务:当咨询量不断增长时,通过客服系统后台的自定义功能将客服分组解决问题;还可以通过客服系统后台统计的单位时间咨询量曲线进行客服人员的合理排班,最大限度提升客服的接起率等服务指标。

2、在线业务:首先需要确认客服系统的稳定性,及定制客户数据的实现情况。其次在大量的客户问题来临前做好前端服务流程梳理,确认风险及处理预案,做到风险和问题来临的时候,触发问题解决预案,而不是当问题来的时候我们再去沟通解决方案,将问题解决在萌芽时期。

3、微信业务:首先确认系统支持对接情况。其次将整体客户服务流程体系化,通过客服系统后台的数据统计针对时段咨询曲线合理安排客服班次,针对客服人员的应答话术做到常备常新,不断地优化。

4、APP在线客服:首先确认系统支持对接是否完善和系统的稳定性。其次确认是否已实现富媒体等,及时完成试测以确保为客户提供服务时及时高效。

不止如此,企业想要做好客户服务中心全媒体业务渠道的运营管理最重要的是需要构建一套完整的客服系统(该系统需支持全媒体业务渠道)。而搭建一套完整的客服系统需要耗费大量的人力、物力、财力,这让许多企业哀声远道。其实不然,近年来,新型的云客服系统以最少的成本为企业带来最大的客户服务回报的理念已赢得了众多企业的青睐。以国内云客服系统的提供商逸创云客服(www.kf5.com)为例,它在设计产品之初就考虑到要用最少成本,最快部署,按需付费,帮助企业轻松搞定客户:想要接入逸创云客服的企业,开发者只需简单地嵌入SDK或是SSO集成,或是给予RESTful API自定义开发等,即可拥有一套完整的客户服务体系。这是传统客服体系建设不能比拟的,是云客服在坚定本真服务理念的基础上做出的大胆创新。

据悉,逸创云客服非常注重收集客户的意见,几乎每周都会根据客户的个性化需求对产品进行针对性更新优化,截至目前已形成国内自定义程度最高、接入渠道最广的云客服工单产品,同时拥有了呼叫中心、在线IM、移动sdk、移动APP、智能机器人、帮助文档、讨论社区、轻量CRM体系等全渠道云客服产品,并成为国内首家在网页端和移动端均实现售前售中售后客服闭环的云客服厂商。还在发愁如何搭建一套完善的客服系统的企业可以在逸创云客服官网注册试用哦~

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