Dried Food!! How Important Is Customer Service Management? How To Manage Customer Service In New Era

Having seen so many ways to manage the dry goods of the shops, it is not hard to imagine that there will still be many questions. I will bring some different dry goods sharing to you today.

What is the purpose of operation? In order to profit from consumers, businesses should know that products sell well and customer needs are most important. Consumers are not only contributors to product sales, but also effective feedbacks for product problems. Finding problems from consumers is an important part of solving problems.

Many businesses will encounter many problems and 7788 problems when they run shops. However, most businessmen who are prepared to solve these problems or have already solved these problems will usually ignore such a problem customer service, but customer service is a very important factor.

Some businesses will feel that customer service is just a job dealing with pre-sale and after-sale problems and chatting with consumers, without much technical content. But in fact, customer service needs to contact different buyers every day. It is the most close to consumer groups and consumers who know the best.

When businessmen encounter sales problems, they usually take into account whether the store's page needs redecorating, whether the product packaging is not enough to attract consumers, whether to increase the through-train speed and whether to consider buying a diamond booth and so on, but in fact, it is necessary to benefit from consumers, not only to consider the reasons for their own shops, but also to take care of the customer service of opposite consumers.

Before consumers ask questions about goods and customer service consultation, I think consumers actually have seen products and have a certain understanding of products and purchase intentions. So what do consumers care about when consulting? Probably not a commodity, but a customer service attitude and customer service expertise when answering questions.

At this time, consumers want to get some information through consultation to help decide whether to place orders. If this time the customer service is not professional enough to respond to the product, the response is not timely enough, or the customer service has some wrong guidance in the language of emotional fluctuation response, then this single may be cool, the probability of becoming a single product may also decrease.

The conversion rate is related to the speed of customer service, service attitude, professional knowledge and sales skills. If a customer service team is in a mess of management and service, then the sales volume of the customer service team will naturally be stuck in a difficult bottleneck.

Customer service problem seems to be a simple solution, but in fact, businesses are often unable to start in this regard. In the past, businessmen may find problems in the history call records of customer service and consumers. It is a more direct way to do such historical backtracking queries for shops with fewer calls. But if your store has a high degree of concern, a good sales volume and many repeat customers, there will be hundreds of thousands of dialogues a day. If you still follow this way of looking back, you will suffer a great deal.

We should spend time on meeting customer needs and product improvements, rather than spending time looking at historical dialogues. Moreover, it can not be very careful for a lot of dialogues. This will not only waste time, but also spend a lot of manpower. This traditional detection method is an inefficient way of work for today's technology development.

At this time, some businesses will start to worry. What do they do? Since the traditional detection methods are difficult, can we turn our attention to the field of science and technology. Don't think that technology is far away from our business. In fact, many technology products are used around us. It is no longer difficult to make customer service quality inspection and management.

What kind of intelligence is it? Let me give you a brief introduction to science.

What is a quality inspection platform catering to modern technology? It is a service platform for intelligent customer service quality inspection and management based on artificial intelligence Natural Language Processing technology.

AI may have heard about it, but it may not be a deep understanding of AI. Frankly speaking, AI is a program or robot that can automatically make decisions for us and accomplish certain tasks. Natural Language Processing may have heard less business. Natural Language Processing is a kind of AI technology that focuses on computer understanding of human languages and ultimately achieves natural communication with humans. It can be said that in the implementation of customer service intelligent quality inspection and management, Natural Language Processing technology has played a core technical point.

In view of the difficulty of backtracking queries for many historical dialogues mentioned above, a new generation of customer service intelligent management has its own countermeasures. Why is it a "new generation"? Because it adds a lot of artificial intelligence processing methods on the basis of solving problems. (sell the customs here first)

In other words, how can we solve the problem of backtracking in many historical dialogues? Administrators (merchants) can visit the customer service dialogue activities in real time by landing the customer service intelligent management platform, and can also systematically view the history call records of any customer service seats.

The administrator will be in doubt. Is that so simple? Of course not. Looking at records is a prerequisite for solving problems. How to find problems in these large and intractable dialogues is the starting point for us to solve problems.

After configuring the customer service, the administrator can login the platform and set up the illegal configuration for the customer service on the platform. Customer service will set up some basic violation items before dialogue with consumers. For example, average answer word, slow response violation threshold, average response time, first response time and so on. When the customer service violates any item in the illegal configuration, the quality inspection platform will pop up the alarm. The administrator will be able to check the conversation state of the customer service that just made mistakes during the dialogue with the consumers at the first time, and also provide the basis for future performance appraisal.

Of course, the platform does not only have these configuration settings, but the next thing to say is that "new" is unique.

Emotional alarm. Whether we speak or act or express words, we will have emotional effects from unknown factors. Platform based on AI emotion analysis technology can automatically analyze the emotional values of consumers in real-time calls. For example, when consumers are consulting customer service, customer service may fail to provide good solutions or other reasons to make consumers unhappy.

The advantage of sentiment analysis is that the platform can automatically analyze the emotional state of consumers or customer service. When the consumer starts with emotion, the platform will automatically pop up the message alarm, and the administrator can check the dialogue scene in time according to the alarm prompt. This can not only quickly see what problems lead to excessive language, but also prevent the recurrence of the next problem or contact customer service in time to give the most satisfactory solution to consumer sentiment.

Keyword alarm. Similar to emotional alarm, but different. The difference is that administrators can customize keywords in keyword alarm configuration, such as: good reviews, complaints, bad attitudes, too slow, etc. (below). The same is true, as long as customer service in the dialogue with consumers, when consumers touch the configured alarm key, the platform will immediately pop up the message alarm dialog box.

General statistics. Based on the alerts generated by customers' daily conversations with customers, the platform is displayed in a quantitative visualization based on these difficult statistics. In the general statistics, the administrator can see the specific statistics of alarm statistics, emotion statistics, keyword statistics and so on, and can also customize the time interval and specify customer service seats.

Finally, big data analysis. Big data analysis has three characteristics: consumer sentiment attribution, service pain analysis, consumer opinion radar. Don't worry. Let's introduce them one by one.

Consumer sentiment attribution. The mood here is the same as the sentiment analysis introduced before. The system automatically identifies the emotional expression contained in the keywords mentioned by consumers during the call process. It not only helps to see the preferences of consumers, but also helps administrators adjust and improve their business or product centers.

Service pain analysis. According to the selected time period and all the key words that have been preset, the platform can draw a two-dimensional graph according to the frequency of the keywords and the emotional concentration of the keywords in the real-time conversation. Through coordinate axis function, administrators can find some hidden problems from the analysis of past problems by using the service pain point analysis, and make corresponding solutions according to the problems.

Consumer opinion radar. The administrator can input information (such as a brand, a category, etc.) on the opinion radar page. The platform automatically finds the most relevant associative words and their consumer emotions in all consumer calls. Consumer opinion radar can help administrators understand other information of non self products from consumers' words.

Big data analysis is based on the departure alarm configuration, and analyzes and collate these alerts in a more humane way, so as to assist the administrator to find problems and solve problems in a more limited way. I am an electric business dreamer, pay attention to me, do not know, you can also find my WeChat tbmm99.