How Can An Online Customer Service Enhance Customer Experience?

With the development of Internet economy, the competition of e-commerce industry is becoming more and more intense.

Many e-commerce companies have run out of business in the long run of competition and have failed.

How can we jump out of this tragic competition?

This is the dilemma that many e-commerce executives think about. In fact, to break away from this dilemma, e-business enterprises must have a unique core competitive advantage. It has become very difficult to find the advantage of differentiation in products today with the serious homogenization of products. Apart from some large enterprises with patent technology and strong scientific research and innovation capability, the vast number of small and medium-sized enterprises have little strength in this respect.

In this way, competition can only be carried out on services.

How can we provide our customers with good service experience?

The service of e-commerce is divided into two kinds of pre-sale service and after sale service. There are mainly two kinds of service methods currently used by e-commerce enterprises: traditional call centers and online customer service. Traditional call centers have large investment funds, long construction cycle and difficult maintenance. At present, only large enterprises are generally used, and most e-commerce enterprises use online customer service software.

Because the consumption power of the current society is growing up 80 or 90 after the rapid popularization of the Internet, their communication habits tend to use online customer service.

In the report, the Boston consulting company pointed out that more than 80% of China's Internet users use instant messaging.

Online customer service is a web-based instant messaging software. No need to install software, visitors can click on the web page floating box to open dialog boxes and corporate customer service dialogue consultation. This professional online customer service software is more suitable for current mainstream customers' communication habits.

At present, the TQ7 call center, which is the most widely used online customer service in China, has many advantages in helping enterprises to provide good service experience for customers.

First of all, TQ7 integrates the online customer service, toll free, 400 phone and message integration call center platform to provide customers with all aspects of communication channels, so that users can consult any company's products and services through any kind of preferred communication mode. Any consulting client may be an intentional purchase user, which is a sales opportunity for the enterprise.

When the customer service staff is away, customers can call toll free or 400, TQ7.

Secondly, the floating box on the company's web page is constantly flashing to request the visitors to initiate an active dialogue. This fully mimics the role of the reality shopping guide, so long as the customer has consulting needs, they can click on the consultation immediately.

Thirdly, the familiar visitor recognition function of TQ7 call center can make customers feel cordial.

The CRM of TQ7 call center is based on the integrated call platform. It extracts relevant information on the detailed data of familiar customers such as chatting records, telephone numbers, names, etc. when the customer visits again, the system automatically pops up the data associated with the customer, helping the customer quickly call out the customer's name, understand the customary purchase habits and preferences of the customers, so that the customers feel friendly and improve the customer's service satisfaction.

TQ's robot function is also worth recommending. In general, e-commerce enterprises generally assign customer service personnel randomly, so the number of customer service personnel receiving customers is very limited under normal circumstances.

However, the use of robot intelligent reply can double the efficiency of customer service personnel, and the system of automatic answering and matching questions such as general greeting or inquiry, etc. will automatically improve the efficiency of the customer service company.

At the beginning of the TQ online customer service in 2003, around the core idea of "improving the traffic conversion rate of e-commerce websites", it provided online customer service, traffic statistics analysis, visitor tracking and CRM functions for enterprises.

With the rapid development of e-commerce, e-commerce enterprises pay more and more attention to service awareness. Therefore, online customer service has been rapidly popularized and applied rapidly to become the basic application software in e-commerce industry.