How to choose customer service telephone system?

Customer service telephone system is one of the most common ways of customer service for enterprises, and there are also many telephone customer service management systems for enterprises to choose from. But for many enterprises, although they need to use the customer service telephone system, they don't know how to build the system. Today, we will introduce two ways to build a telephone customer service management system in detail.

When choosing a customer service telephone system, enterprises mainly consider two aspects: one is the deployment mode of telephone customer service management system, which can be subdivided into two modes: local deployment (deploying servers and other equipment locally in enterprises and installing corresponding telephone customer service software) and SaaS cloud deployment (namely cloud customer service call center); The second is the functions of the telephone customer service management system, including: IVR voice navigation, ACD intelligent traffic distribution, voice recording and leaving messages, work order system, customer service information statistics and other core functions. Next, I will give you a detailed introduction of the above two ways for enterprises to deploy telephone customer service management systems.

Deployment mode

From the deployment mode, customer service telephone system can be divided into local deployment and SaaS service, and enterprises need to choose local deployment or SaaS service. Local deployment requires enterprises to purchase related hardware devices and deploy them at their own sites. It is necessary to solve the problems of site and equipment, and the investment cost and maintenance cost are high, but all the information is stored in the local server, so the information security is high and it is not limited by the network environment.

SaaS service is an account provided by a service provider and accessed by enterprises through the Internet. This method does not require enterprises to install hardware equipment, and the investment cost is low, no matter how to maintain it. However, because the information storage is not local, the information security is reduced, and a better network environment is needed for use.

System function

In terms of system functions, the customer service telephone system can be roughly summarized as: IVR voice navigation, ACD intelligent traffic distribution, voice recording and message leaving, work order system and customer service information statistics.

(A) IVR voice navigation

The role of IVR voice navigation is to guide customers to solve problems through voice, which will be more efficient in solving simple customer problems and reduce the pressure of customer service. The most typical case of IVR voice navigation is that after the customer service phone of 10086 or 1 00/0 is connected, "press1for the balance of charges and 2 for business processing, …". When visitors ask some questions to enterprises, they can answer them with standard answers or some basic simple questions. If you need manual customer service to answer the phone, it will reduce efficiency. In this case, you can consider using voice navigation.

(B) ACD intelligent traffic distribution

The function of intelligent traffic assignment is to assign the incoming customers to the best customer service personnel. A good distribution scheme is also an effective means to improve the efficiency of enterprise customer service. Common distribution methods are:

1. Distribution by priority: this is also the usual distribution method, so it is distributed in the order of visitors and customer service personnel.

2. Distribution by calling area: Distribution according to the regional attributes of calls, such as distribution from North China to customer service in North China.

3. Assign seats according to the last answer: If the caller calls customer service again in a short time, the system will give priority to the customer service staff who received the customer last time.

4. Distribution by customer type: The system can distribute some problems that customers need to solve by voice prompts to the corresponding customer service personnel.

The above are several common intelligent traffic distribution schemes, and different customer service telephone systems will have some differences in distribution methods and functions. Enterprises can take this as a reference.

(3) Recording and leaving messages

As the name implies, the customer service telephone system supports telephone recording in the process of customer service and voice messages of customers, and its functions are relatively easy to understand. However, this function is introduced separately here because it is often used in customer service and is an important function, so we remind enterprises to focus on it.

(4) Work instruction system

The function of work order system in telephone customer service management system is to improve the cooperation efficiency of various departments. For example, if a customer service staff receives a problem that can't be solved at that time or needs the cooperation of other departments, the customer service staff can directly fill in a chapter form and assign it to the corresponding department, and can check the progress of the solution at any time. If customer service personnel often encounter similar problems, the work order system is the key consideration.

(5) Customer service information statistics

The function of customer service information statistics in telephone customer service management system is to help enterprises make statistics on customer service work. Usually, statistical information will include: reception volume, average reception duration, average customer service duration, satisfaction, work order number, work order settlement duration and so on. This helps enterprises to evaluate customer service work so as to adjust their strategies in time. Therefore, this function is particularly important for enterprises.

summary

Focusing on the function of customer service telephone system, this paper introduces the key points that enterprises need to consider when choosing customer service telephone system. All in all,