As an advanced Internet online customer service system integrating instant messaging, visitor monitoring and traffic statistics, the website customer service system is widely used in online sales, website online customer service and other fields. Moreover, visitors can have a text conversation with online customer service personnel without installing any plug-ins, which is practical and easy to use for customer service personnel, and has helped countless enterprises rapidly improve website sales.
However, due to the particularity of the industry, the current website customer service system on the market can be said to be "a hundred flowers bloom", and each has its own characteristics. Which system to choose has become a problem puzzling many enterprises.
How can an enterprise choose a website customer service system?
First of all, enterprises do not need to pursue the most functions when choosing online system customer service. It is recommended that enterprises first understand their own needs, and combine their own conditions from Comprehensive functions, system stability, and ease of use And so on.
Enterprise demand
It is recommended that enterprises first clarify the budget for using the online customer service system, and what scenarios they want to use the website customer service system to complete, and then compare the channels they need to access, the functions they need, and the number of seats.
Functional comprehensiveness
A high-quality website customer service system can provide service, marketing, management and other functional support for enterprise customer service, and help customer service create a fast way of working.
Service: The customer service system of Hecong website supports the access management of multi-channel customers. It can uniformly access the customer consultation information of all channels to the Hecong workbench, and the customer service personnel can reply to the messages from all access channels after logging into one platform.
Marketing: no matter which channel platform the user comes from, the user's action track and user profile will be known by the customer service manager at the first time, and a record will be generated to facilitate the customer service personnel to view the customer information track, accurate user profile, determine the user's consulting purpose, and the customer service personnel can provide special services for the user profile, and timely insight into the user's behavior, Reduce time waste and improve customer conversion rate. Management: The traditional use of WeChat, QQ and other personal social software to serve customers makes it difficult for enterprises to have an in-depth understanding of the work of the customer service team. The customer service system of Hecong website makes statistical analysis by recording the reception volume of customer service, response duration, customer evaluation, whether there is any missing consultation, login duration and other data, so as to facilitate managers to have an in-depth understanding of the work of customer service.
system stability
As an instant messaging system that needs to receive customers for a long time, the most important point of the website customer service system is not how many functions it has, but that it is not easy to drop lines, get stuck, lose data, delay messages and other problems when using the website customer service system.
Hecong designs a highly available architecture based on its own characteristics, selects the most stable Alibaba Cloud service provider in China, and combines distributed deployment, load balancing, multiple databases and other methods to ensure that Hecong is secure and stable enough.
SSL security certificate encryption: UnionPay level SSL certificate anti hijacking and anti tampering, message transmission encryption, to ensure the safe transmission of messages; Disconnection reconnection mechanism: Automatically reconnect after abnormal disconnection to ensure that every message is not lost; High availability architecture design: deep cooperation Alibaba Cloud adopts distributed cluster deployment to support multi-level disaster recovery support; DDOS advanced anti DDoS: when interfacing with advanced anti DDoS products, even in the event of certain network attacks, the cooperation can run stably; Availability reaches 99.9%: SLA quality assurance system and compensation scheme are provided to give users an effective commitment.
Convenience
The customer service may not receive and reply to the website consultation message in time after work or under other circumstances Support the reception and reply of customers in mobile app customer service end, computer desktop client, webpage end and even WeChat applet. There will be timely message notification of new messages to quickly respond to every customer inquiry.
