How Does Hao Ran'S New Customer Service Platform Work?

It is an indisputable fact that sales in enterprises are very important.

Udesk chooses to make a small and medium-sized business customer, a seat sells for 2400 yuan, the sales cycle is 2~4 weeks.

At present, Udesk has 5000 registered users, paying 100 customers.

"But registered users are hard to convert to paying customers, and SaaS sells services, not software."

Yu Haoran thinks.

In January 2015, Udesk was formally launched.

At present, the main idea of Udesk is the concept of "mobile + social", that is, users can feedback problems through WeChat, micro-blog, mobile APP, telephone, mailbox, instant messaging, website and other channels, and all problems will be formed. The customer service personnel of the enterprise can only deal with all the channels on a single platform. When all channel data are on a platform, the enterprise managers are very convenient in mining user needs and customer service performance appraisal. "It can reduce the labor cost of 30% of enterprises and reduce the work of 60% to 70% of customer service personnel."

Yu Haoran introduced.

In fact, there are successful cases.

The US Zendesk, the currently marketed customer service management SAAS platform, draws on the experience of Facebook and other social networks, converging the user problems of various channels to the same platform, and the customer service staff can make use of multiple versions of Zendesk to replies at any time and anywhere.

But in Hao Ran's view, it is not so easy to be multi-channel.

"Even if we want to know more about what we should do first and what we should not do now, we must balance the core functions."

This is related to the degree of acceptance of domestic enterprises.

Although mobile products have matured and users have various ways of consulting, telephone consultation still accounts for about 50% of all channels.

Therefore, "multi-channel" in which channel to become a problem.

"I chose to do IM first, but then I discovered the above problem, and then spent almost two months to quickly access other channels."

Yu Haoran told entrepreneurs.

Secondly, product design is a difficult point. In Hao Ran's introduction, when all kinds of information are imported at the same time, then there will be a lot of information on the same platform. How to deal with it effectively? This requires very high product design process. We must allocate customer service resources reasonably and make use of workflow settings. User feedback from various channels can assign work orders to corresponding customer service personnel according to different strategies to accurately match customer service capabilities and user problems.

"At present, Udesk can access hundreds of customer service at the same time and process information at the same time, but how to do it is confidential."

stay

On the Udesk platform, users and users can easily communicate between users and enterprises on the Udesk platform.

"This is not a very new concept, but it is very important."

Say.

In addition, Udesk developed mobile SDK, the two main platforms of iOS and Android, to help developers quickly build their own user feedback modules.

In April this year, Udesk received DCM300 million A round of financing.

This is a major turning point for Udesk.

Prior to the sale of Udesk, only one of Hao Ran was sold. After that, Hao Ran began to set up his own sales team. At present, there were about 10 salesmen. Before Udesk focused on R & D, Hao Ran began to comb the company's processes, and joined more than 40 people in 2 months.

The operation, market and other personnel are in place.

Besides, it's interesting to find people and find clients in Hao Ran.

"I often look for customers through the pulse. From last August to now, I add 10 people every day, from 8 to 12 in the evening, and I chat with them on the pulse."

As a skilled salesperson, Hao Ran also made a set of sales process and incentives for himself. For this reason, he spent more than 1 months studying it repeatedly. "Salespeople are usually very smart, so they must be convinced that they can get twice the result with half the effort."

Therefore, my management method is very strict, but I will give the industry the highest incentive. "

Yu Haoran told entrepreneurs.

"O2O, information technology service industry customers like our products very much, but they do not like to pay."

In Hao Ran's laugh, he divided the team into 2 groups, each group focused on different industries, and used different ways to contact customers in light of the different characteristics of different industries.

After all, as a start-up company, "customer service is a rigid demand, and I can only get faster and faster, and others may not dare to do it."

Finally, Hao Ran stressed.