In the fierce business competition and especially with the advent of e-commerce era, customer service quality has become an important factor for an enterprise’s survival and development. With a change from “product-centered” to “customer-center”, product type and price are no longer a competition hotspot among enterprises.
In the fierce business competition and especially with the advent of e-commerce era, customer service quality has become an important factor for an enterprise’s survival and development. With a change from “product-centered” to “customer-center”, product type and price are no longer a competition hotspot among enterprises. With the arrival of “homogenized” competition era, “customer” has become a focus for enterprises to compete with each other. How to improve customers’ satisfaction, ensure customers’ loyalty, find and maintain customers and explore their interests has become a goal and dream pursued by enterprises. As enterprises provide more and more products, the service scale and contents increase rapidly. Several simple phone hotlines cannot meet the service requirements. For modern enterprise, providing customers with fast, efficient and professional services is the most important means to win the customers and an important factor for an enterprise to remain invincible.
We have been committed to helping enterprises improve service efficiency as our mission, firstly developed a core platform and built a complete computer telecom integration (CTI) system by referring to the advanced management experience of domestic and foreign enterprises and integrating the concept of customer relationship management (CRM). Product sales and customer services can be carried out via phone, tax, E-mail, online chat, mobile phone, SMS, Web, VOIP, etc. Customer information is collected, processed and analyzed in the center database. The, the analysis report is submitted to the company’s decision-making department. This thoughtful, fast and all-round service set ups a close link between customers and enterprises.
Interactive voice response (IVR)
The customer who dials the customer service system will firstly hear an IVR from a professional announcer with clear and kind pronunciation, “Hello, welcome to…” A large amount of repetitive information can be directed to the automatic voice broadcast system. In this way, customer service personnel can release themselves from a lot of repetitive labor, which can reduce the number of agents, prevent the bad mood of service personnel and other factors from affecting customers, provide customers with more professional and thoughtful services and enhance the corporate image. Compared with the hotline phones, customer service center features lower operation cost and higher service quality. Customers can choose interactive voice response and agent response according to their willingness. New customers can choose interactive voice response to learn about service information of the service center. If manual assistance is needed, it will be transferred to the agent.
Automatic call distribution (ACD):
Automatic call distribution system (ACD) is an important part of the customer service center that is different from the ordinary hotline system. In a customer service center, ACD processes incoming calls in batches and averagely distributes the incoming calls according to the phone traffic. It can transfer them to each service agent with relevant responsibilities or skills according to the designated transfer means. ACD helps improve the system efficiency, reduce the expenses of the customer service center system and make the company better use customer resources.
Users can freely combine the controls in the system to generate the required service conveniently and rapidly. The access to the service application system can be realized through the external service controls in the system. Different service processes can be transferred with each other.
The service generation system can generate a large number of automatic voice processing flows within a short period. If data is transmitted with the exchange database, a variety of complex functions can be realized, and dynamic information can be searched. As open and dynamic link library is used to conduct data and control interaction, these functions can be developed by the system provider or generated by the system maintainer. New functions can be added at any time.
Automatically sending and receiving fax
Automatic fax: Customers can select a specific fax service by phone key. The fax server will automatically generate the fax files according to customer’s input dynamics (including the statement generated dynamically according to the database data) and send the fax automatically to the customer without manual intervention.
Computer fax: If the service agent needs to send a fax immediately for the customer during conversation with the customer, he can start the desktop fax in the computer, the current customer information such as customer name and fax number will automatically be exported, he can select the customer’s fax content, and then the service agent can click the Send button to send the fax out.
SMS automatic sending and receiving and management
SMS is an important communication means for modern people. SMS automatic sending and receiving and management can easily realize communication with customers in a timely and convenient manner. The service personnel can use the mouse to send instant information or the latest promotion information to a number of customers. The information sent by customers can be stored in the relevant directory for future management.
E-mail sending and receiving management
E-mail is an important communication means in commercial field. It can serve for those customers (such as the deaf-mute) who cannot use phones conveniently. It is definitely a care for customers. Its use forms are similar to SMS and fax.
According to the customers’ needs, the voice channel for interactive voice response (IVR) is transferred to the agent. Customer will talk with the service agent. The service agent will accept customer’s reservations, answer customer’s questions or enter customer information. In addition, the service personnel can the automatic voice broadcast system to report the search result to the customer. After the service personnel hangs up, press the button to evaluate or complain him. In terms of function, it can be divided into ordinary agent and monitor agent.
Ordinary agent provides the following functions: personnel registration, incoming call response, temporary closure, call forward, three parties (or multiple parties) call, call, data inquiry, phone traffic record, consulting and auditing.Monitor agent provides the following functions: monitor, break-in, toll breakdown, outside line dialing, phone traffic record and summarization.
Incoming call display
While customer information automatically pops up and customer service personnel face a large number of customers, to quickly learn about the identity of incoming call, background information and historical information determines the service quality to a great extent. After validating the automatic called and called numbers, the customer service center will build the routes, retrieve the central database connected with the routes and synchronically display the customer information to the customer’s computer (Pop-Screen). This will facilitate the input of customer service personnel and improve efficiency and accuracy.
Computer inquiries and entry of customer information
The agent can ask the questions from the customer, run the special search software in the computer and search the data from the database, He can take the search results as a reference to communicate with customer easily and transfer the search data into voice to let the customer listen to the required information.
This part also provides a function of data collection. When or after the agent talks with the customer, the necessary call results can be entered into the database for a data search purpose in the future according to the system prompt.