What is an omni-channel online customer service system?

Leyingtong customer service system is a website online customer service system, and the website customer service system is a high-tech means to provide website visitors with instant communication with website customer service by using the latest network technology. Website customer service system is an advanced online customer service system integrating instant messaging, visitor monitoring, traffic statistics and CRM, which is widely used in online sales, online customer service, online call center and other fields. Based on WEB development and B/S architecture, visitors can communicate with online customer service staff by text or telephone without installing any plug-ins.

Therefore, the customer service system has some basic functions:

1. Instant communication

When a customer visits an enterprise website, he can realize a conversation with the customer service staff by clicking the online customer service icon on the page, and transmit all kinds of information. When enterprise sales or service personnel are offline, they can also send offline messages or communicate with customers on the website anytime and anywhere through online customer service mobile version, and never miss any sales opportunity!

In addition, the way of instant messaging on web pages is becoming more and more advanced. In the past, text dialogue pages popped up, so customers could not browse products at the same time, and it was troublesome to switch windows and might miss the dialogue messages sent. The mainstream way in the future is to communicate while browsing the page, that is, the dialogue window is in the browsed page, which can be minimized, maximized, fast and easy to use!

2. Take the initiative to attack

Customer service staff can understand customer needs according to the source of visitors and the browsing trajectory after entering the website, and use the initiative to send invitations and provide corresponding services according to the actual situation.

3. Conversation transfer

Customer service staff can transfer visitors to relevant departments or personnel to realize barrier-free direct communication between customers and staff, or invite multiple relevant departments to serve customers and give more professional and authoritative answers to customers' questions.

4. Report statistics

Provide powerful report statistics function, so that enterprises can better grasp consumers' psychology. Mobile phones can also receive simple core data messages or WAP reports.

5. Common pre-storage

With the common pre-storage function, we can pre-store customer service standard answers, web page links and documents for common questions, common web pages and common documents, which can reply customers conveniently and quickly, unify and improve the service image of enterprises.

6. Simple implementation

With advanced embedded code design, all the functions of online customer service can be realized by inserting a piece of code on the website page of the enterprise.

7. View

the text input by the visitor in real time. Before the visitor submits it, the customer service can view it in real time, which is convenient for the customer service to prepare the answer in advance, improve the response speed of the customer service and improve the service quality.

8. Queue selection

When the website has a large number of visitors, visitors can be automatically assigned to the customer service through intelligent queuing, so that the customer service can share the work pressure reasonably, focus on the visitors it serves, and ensure the efficiency of the work.

9. Tracing the source of visitors

Customer service can check the current number, source and page of the website in real time through the website partner.

1. Trajectory function

Customer service can see which pages visitors have visited after logging in to the website and the time they stayed on each page respectively, which helps customer service to introduce the business in a targeted way, and also provides a basis for enterprises to understand the information that customers care most about.

based on these basic functions, the customer service system will add modules such as intelligent robot, knowledge base, CRM, OA, performance management, etc. Leyingtong customer service system is practical and easy to use, and has perfect functions, which can help countless enterprises to quickly improve website sales.