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迈创设计>圈子>网络学堂>网站客服工具怎样发挥其最大价值

网站客服工具怎样发挥其最大价值

mcadmin / 2018-04-16 /1.85传奇私服 / 技术分享

1.85传奇私服 www.0411uknow.com 网站客服工具怎样发挥其最大价值呢?本文为您提供几种思路。
响应用户需求做到快速互动
      从事网络推广的人都会对网站流量数据进行分析,只要积累到一定数据的流量,然后综合分析下就会发现,用户在网站页面上停留的时间其实很多。一般的页面只有十几秒到几十秒之间,如何在短短的几十秒抓住客户非常关键。为了提高用户体验,笔者也经常浏览一些公司网站,并尝试通过客服工具与客服进行沟通,就发现一些公司的客服人员响应式速度真的有些慢。试想下,如果一个询问发出几分钟后仍旧得不到回答,谁还有耐心继续等待呢?对于一个相同的业务,用户关注的问题基本相似,客服人员可以把常见问题罗列整理。这样用户在线沟通发问的时候,就可以做到复制粘贴(有些客服工具有常用短语,点击后就可以直接发送)然后发送给客户。如此一来,高效干脆的沟通方式,自然可以提供用户对网站及公司的印象分。

1.85传奇私服
避免陷入人工智能客服陷阱
      人工智能客服系统在前些年还是陌生词汇,但是现在已经逐渐变成现实,而且市面上也有很多公司将此开发成产品对外销售。其实阿里系下面的很多公司,其客服系统就是基于数据和语义分析的客服系统。就在10月份召开的云栖大会上,阿里也曾表态其智能客服系统日均接待数百万人,真正需要人工接入的咨询不足3%,毋庸置疑的人工智能客服是未来客服工具的主流。但是我们总要面向现实,至少目前并不是所有的行业都适合人工智能客服系统,其发展完善和自己公司所需的客服语义库有一个累积过程。而且很多中小型公司,一天的网站咨询量只有几十个,一个专职的客服足以应付,人工智能客服暂时还么有发挥展示的机会。但深圳网站建设公司无论怎样人工智能客服总是趋势。所以我们不妨在服务客户的过程中,不断积累自己公司的客服语义库,至少慢慢的实现“人工+智能”的沟通方式是有可能的。

毋需拘泥客服工具表现形式

      提及网站客服,传统的直觉多半是在线沟通工具。其实正如上文所言,客服工具本身具有多样性,而在线即时沟通只是其中一种类型而已。很多公司在使用客服工具的时候,只是简单的通过js代码远程调用至自己网站。这样做虽然简单高效,但有时并不能真正满足用户需求,给用户带来的体验感受也不好。首先客服工具的设计应该足够个性,最起码要区别于网页本身,但是风格又要融合在网站设计里面,让用户浏览网站时可以快速发现客服所在。其次客服工具的大小、位置等也非常讲究,其一切目的就是让用真正需要咨询了解的时候,可以很方便的进行。现在多数客服工具都有主动发起对话功能,切记用户体验感受第一,主动对话需要把握时机,而且不应过于频繁以免给用户带来骚扰。1.85传奇私服


      为了提高网站营销效果,客服工具几乎是所有面向推广的网站上,所必备的工具。客服工具有很多样式,诸如基于B/S形式的百度商桥、53客服等,还有基于客户端形式的营销QQ或者普通的QQ等等不一而足。种类繁多的客服工具,归纳总结起来无外乎三种功能,一是在线聊天进行即时沟通,这也是客服工具的本质属性和基本功能。二是在线留言表单工具,因为人工客服不可能24小时在线,用户非工作时间提交的需求等,多半通过表单形式发送至邮箱或者客服系统。三是新近兴起的人工智能客服,比如阿里系下面的公司,其多采用都是基于庞大客服语义库的人工智能客服系统。


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