In this era of "efficiency is king, traffic is gold", with the rise and development of Internet finance, mobile e-commerce, O2O and other new economic forms, the industry market also has a new change: experience, especially the quality of service experience to a large extent affects the success or failure of enterprise operation, at the same time, customer service also began to take on more customer tasks. Therefore, the importance of service for enterprises has gradually become prominent, and service competition has become an important means for enterprises to retain customers and occupy the market.
In order to help enterprises provide service level and reduce customer service cost, it is particularly important to improve the conversion rate of business opportunities and improve marketing performance. In order to upgrade the online customer service system, Shinebird software focuses more on the application of big data and artificial intelligence technology in the design of functions such as omni-channel access, customer service robot, work order system and mobile customer service. Help enterprises to improve online transformation and service efficiency, and help enterprises to significantly improve the conversion rate.
All-channel access, so that the service is more suitable for customers
Nowadays, customers of enterprises are affected by the development of the Internet and mobile Internet, and customer service scenarios and channels are increasingly diversified. Especially in the fields of education and training, insurance industry and bank customer interaction intensive business, customers can initiate communication needs through various channels. Users can find customer service through the official website of enterprises for online consultation, or through mobile APP for consultation. They can also give feedback to customer service through other channels such as Weibo and wechat. Due to the disunity of user communication entry, customer service often needs to switch to different platforms for customer reception and response, resulting in scattered information, inefficient communication and low customer satisfaction. Information sharing, channel integration and unified customer view have become urgent needs of enterprises. Online channels must also be expanded, upgrading from single/multi-channel to omni-channel.
The online customer service system of Shinebird software can realize the unified customer service interface of wechat, web page, microblog, mail, APP, SMS and message access, realize the integration of all-channel feedback as one, one-stop reception and response, achieve unified management, intelligent service, so that the customer service platform does not miss, do not neglect a customer at the same time, greatly improve the work efficiency. At the same time, Shinebird online customer service can achieve pure text, expression, pictures, hyperlinks and other ways of rich media communication, so that the communication between users and customer service is no longer single, greatly improve the customer service experience.
The Shinebird software can provide a full range of customer portraits from the basic information of customers, social information, usage habits and other dimensions, and accurately touch customers in 360 degrees. It can also customize customer labels according to the industry and in-depth insight of customers, so as to provide better personalized services for different customers.
Customer service robot, to help the intelligent customer service
With advanced natural language processing technology (NLP) and machine learning technology, it supports multiple rounds of conversation, motivation prediction and autonomous learning. With the continuous accumulation of corpus and knowledge in vertical industries, it can quickly and accurately match the rich knowledge base, which can help manual customer service solve 80% of the routine problems. Millisecond response speed to customer demand, so that the customer reception zero delay, farewell to the seat queue from now on at the same time, the liberation of manpower, reduce the enterprise labor costs, so that the enterprise customer service becomes more orderly. Information bird online customer service to achieve the perfect integration of artificial customer service and intelligent robot, to ensure the optimization of service quality, greatly improve the sense of user experience and satisfaction.
Inbird online customer service has a powerful data analysis system, on the one hand, the user information such as customer sources, browsing track, customer conversations, message records and other complete customer behavior for statistical analysis, so that enterprises better understand customers. On the other hand, the customer service quality will also be monitored and evaluated in the form of rich reports, providing data from different dimensions such as customer service workload, service quality and satisfaction. At the same time, the performance report can also be customized to support the data-based management of the customer team and make decisions more sensible.
Work order system, synergistic optimization of service experience
In addition to providing customers with questions and answers about the company's business and product contents, customer service also needs to coordinate different departments to solve customer problems. To this end, the bird online customer service system also matches a set of flexible work order system to assist collaborative work. As a service management platform for the whole life cycle from customer contact, customer support to service confirmation, the online customer service work order system can realize data integration and establish a comprehensive customer information database centering on customers, including the basic information of customers, business records and other information. Customer service can initiate work orders through the online customer service work order system. Automatically carry channel contact information and business communication information, so that the work order processing in the flow process at a clear sight, eliminate information islands, reduce repeated communication, greatly improve the efficiency of problem solving, greatly improve user satisfaction.
As a new type of online customer service system under the Internet model, the online customer service system of Shinebird software effectively solves the problem of enterprise business growth and service matching, and enables enterprise customer service to truly realize the transformation from cost center to profit center.
As the leading intelligent service and cloud computing application service solution provider in China, Infobiao Software continues to focus on the field of intelligent enterprise service application, to build a customer interaction platform of modern service industry, to help enterprises change their marketing and service mode, and to create greater value for promoting the digital transformation and rapid growth of enterprises.
