Design and Implementation of Online Customer Service Function in Online Shopping System

Solution of Call Center in Online Shopping Industry

With the development of e-commerce, many netizens have become accustomed to shopping online without leaving home. The whole transaction process is electronic, digital and networked, and the shopping cost is low and convenient, which makes online shopping popular among netizens, especially young netizens. However, according to netizens, there are two main problems in online shopping: first, this new shopping method does not conform to people's traditional shopping habits. Netizens can't make a purchase decision just based on the information on the webpage, and often need interactive questions and answers to complete the purchase activities; The second problem is that netizens' complaints about online shopping are also increasing. Online shopping to buy defective products, after-sales maintenance difficulties and so on are all big problems that plague netizens in online shopping.

Therefore, setting up a consultation and complaint customer service center in the shopping platform, focusing on product consultation and service complaints generated by customers during online shopping, and providing intermediate services for after-sales service of products can avoid customers' worries about online shopping and improve the service quality of the website and customer satisfaction and loyalty.

The establishment of the customer service system of the backstage call center of the shopping website not only builds a good communication bridge between the website and netizens, but also provides real-time consultation, purchase guidance and other services for customers during the purchase process, which provides strong support for customers and greatly relieves many netizens' concerns about online goods. At the same time, the customer service staff can make return visits, complaints and after-sales service through the call center, which can eliminate customers' worries about after-sales service, thus improving the online transaction rate and promoting the transaction of the whole shopping platform. At the same time, it will also improve the work efficiency of the customer service staff in the background of the website, optimize the background resources and reduce the management cost and labor cost.

Practical significance of establishing call center system in shopping websites

1. Enhance the image of shopping websites and highlight their strength;

2. It is conducive to the publicity of shopping websites and expands the customer base and advertiser base;

3. Strengthen contact with customers and enhance customer loyalty;

4. Improve the internal management efficiency and employee satisfaction of shopping websites;

5.7*24-hour service to ensure the continuity of service between customers and advertisers;

6. Enhancing the interaction with customers is an effective weapon for shopping websites to compete for customers;

7. Reduce the management and operation costs of shopping websites in many ways;

8. Good after-sales service and communication mechanism can relieve customers' worries and improve the online transaction rate.

system profiler

The system closely combines voice query, self-service and manual service, integrates the purchase, sale and storage, distribution resources, supply chain resources and customer resources of shopping websites through the network, establishes a rapid response mechanism for online shopping, enhances the interaction between customer groups and shopping websites, and realizes the unified distribution and utilization of resources. The system is an open dialogue platform, and the customer service staff of shopping websites interact and cooperate with customers, thus completing customer service and customer care; At the same time, customer service staff can know the internal inventory status of the website in time, which is convenient for mastering the information of goods and suppliers.

System function

1. Self-service

When customers call the call center of a shopping website, they first enter the voice query system, input different keys under the guidance of voice navigation, and select the information they want. In self-service, customers can get the following services:

1) product query;

2) information inquiry of promotional products;

3) Introduction of shopping websites;

4) member integral query;

5) Order status query;

6) Choose goods by phone and place an order;

7) Independently inquire and select payment methods and delivery methods;

8) Subscribe to the new product information of shopping websites independently;

9) Interaction between customers and shopping websites, such as voting, election and other activities;

10) self-service fax;

1 1) Inquiries about relevant policies and regulations;

12) advertiser information query;

13) voice messages such as complaints and suggestions, and so on.

Online shopping solutions for call center industry

With the development of e-commerce, many users have become accustomed to surfing the Internet without leaving home. The whole transaction process is electronic, digital and networked, and the shopping cost is low and convenient. This online shopping method makes netizens, especially young netizens, love it. However, according to online users, there are two main problems: first, this new shopping method does not conform to people's traditional shopping habits, and users can't make purchase decisions only based on the information on the webpage, but often need to complete the purchase activities through interactive questions and answers; Second, there are more and more complaints from users about online shopping. Defective products bought online, after-sales maintenance, etc. are all big problems that network users can't solve.

Therefore, establishing a consultation platform, complaining about customer service center, concentrating customers' consultation and service complaints about online shopping products, and providing after-sales service for products can eliminate customers' worries about online shopping, improve service quality, and improve the satisfaction and loyalty of website customers.

Back to the website customer service call center system, not only built a good communication bridge between the website and netizens, but also provided real-time consultation, purchase guidance and other services for customers during the purchase process, providing strong support for customers, which greatly eased many users' concerns about online products being "visible or intangible". At the same time, the customer service call center can eliminate the worries of customer service by paying a return visit, such as complaint investigation and after-sales service, so as to improve the transaction rate of the Internet and increase the turnover of the platform. At the same time, it will also improve the efficiency of the customer service background website, optimize the background resources and reduce the management cost and labor cost.

Practical significance of call center to website construction system

1. Enhance the image of shopping websites and show their strength;

2. It is conducive to promoting the website and expanding the customer base and advertisers;

3. Strengthen contact with customers and improve customer loyalty;

4. Improve the shopping efficiency and employee satisfaction of internal management;

5.7 * 24-hour service to ensure the continuity of services for customers and advertisers;

6. Strengthening the interaction with customers is an effective weapon for websites to compete for customers;

7. Reduce multi-site management and operation costs;

8. Good after-sales service and communication mechanism allow customers to exchange goods without worry and improve the online transaction rate.

System overview

The system closely combines voice information, self-service, service manual with the inventory, distribution resources, supply chain resources, customer resources and network of shopping websites, establishes a network rapid response mechanism, enhances the interaction between customer groups and shopping websites, and improves resource allocation and utilization. As an open dialogue platform, the system allows customer service personnel to interact and cooperate with customers on site to complete customer service and customer care. At the same time, the customer service staff should keep abreast of the inventory situation of the internal website, so as to facilitate the suppliers to master the commodity information.

System function

1. Self-service

The customer call center must first enter the voice inquiry system, press different input buttons under the guidance of voice navigation, and select the information you want. In self-service, customers can get the following services:

1) product query;

2) Information marketing products;

3) Website introduction;

4) integral query members;

5), order status query;

6) commodity selection and telephone ordering;

7) Self-inquiry and selection of payment method and delivery method;

8) Self-subscription to new information on the website;

9) Interaction between the client and the site, such as voting, election and other activities;

10) self-fax;

1 1) Inquiries about policies and regulations;

12) information to advertisers;

13) complaints, suggestions for voice mail, etc. , and so on.

2. Automatic notification

Automatic broadcast is a part of voice navigation, and customers can hear it first after calling. Automatic announcement can publish the following contents:

1) Introduction and latest trends of shopping websites;

2) Release of important information;

3) Release of preferential activities of shopping websites;

4) Cooperation information;

5) The latest policies and regulations, etc.

3. Customer consultation

Customers can get in touch with customer service staff at any time by telephone, self-service voice service, e-mail, fax and instant chat tools. When choosing a product on the web page, ask for detailed information such as product performance, category and use. Customer service personnel provide shopping guides according to customer needs to facilitate customers to make purchase judgments.

Customer consultation of shopping websites mainly includes: real-time consultation on commodity selection, consultation on payment methods, consultation on distribution methods, after-sales service consultation, consultation on cooperative projects and so on. The system can establish a one-to-one family relationship with old customers, and directly transfer the calls of old customers to the customer service staff who talked with them before, which is helpful for customer maintenance and service continuity.

4. Commercial acceptance

In addition to selecting goods on the web page, generating orders and submitting them, customers can also place orders through self-service voice service and manual service in the call center. A variety of purchase methods allow customers to choose at will.

Customer service personnel accept customer orders, generate dispatches, and forward them to the corresponding departments for distribution. After the processing results are sent back to the call center of the shopping website through the network, the staff will reply to the customer by telephone, fax, SMS and email. Customers can also know at any time which link and which department the submitted order is being processed through this system. In addition to placing orders, the main business contents also include selecting payment methods, selecting delivery methods, product maintenance and so on.

5. Proactive service/customer care

The customer service staff of shopping websites can realize active service to customers through the dialing function of the system. There are four dialing methods: outgoing voice architecture, outgoing voice file, mass SMS and fax. The specific content of customer care is:

1) Care and tracking for the target customer base;

2) Information to inform potential customers;

3) Notice of recent shopping website activities;

4) Network survey, voting, solicitation and other activities;

5) Customer satisfaction survey, customer consumption habits and demand survey;

6) Notice of promotional activities of shopping websites;

7) Return visit survey of old customers;

8) Remind and confirm payment, distribution and other information;

9) Confirmation, reminder and blessing of customers' purchase of products.

6. Customer complaints and suggestions

Through manual service, voice mail, fax, e-mail, etc. Customers can feedback their complaints or suggestions to the customer service staff of the shopping website. After receiving the feedback information, the customer service staff can transfer the call to the relevant departments for handling, which will help to solve the complaint or dispute satisfactorily.

7. Shopping website survey

Today, e-commerce has gradually become the marketing trend of enterprises, and shopping websites need to establish a window that can directly understand the changes in the market and customer needs. The system can make targeted improvement plans, adjust the management strategies of shopping websites, improve the scientificity of management decisions, and enhance the overall brand image of shopping websites by conducting market surveys, customer satisfaction surveys, customer consumption habits and demand surveys, so as to improve efficiency and reduce management and operation costs.

8. Statistical statements

The system can make effective statistics according to the details of incoming calls and outgoing calls, including customer online waiting time, incoming call records, self-service inquiry records, sending and receiving SMS records, etc. , and generate various statistical charts. Customer service staff of shopping websites can flexibly customize statistical content to provide authoritative and effective data for decision-making of shopping websites. Statistical reports mainly include the following data:

1) Customer's query statistics on various products in voice query;

2) Count the number and time of incoming calls and outgoing calls of each customer service staff on the shopping website;

3) Record and count the online waiting time of each incoming customer;

4) Status record of customer service staff of shopping website: indicating idle, indicating busy, handling traffic;

5) Records and statistics of sending and receiving short messages, etc.

Through the statistical analysis data in the statistical report, the shopping website can clearly know which products or services are the best sellers, which products or services customers complain the most, and so on. Statistical reports can provide scientific basis for websites to capture and improve service quality in time.

9. Extended services

The system is open and can be seamlessly integrated with the online shopping enterprise's own member management, invoicing system and office system. And some functions can be customized and developed according to the specific requirements of enterprises.

Online shopping solutions for call center industry

With the development of e-commerce, many users have become accustomed to surfing the Internet without leaving home. The whole transaction process is electronic, digital and networked, and the shopping cost is low and convenient. This online shopping method makes netizens, especially young netizens, love it. However, according to online users, there are two main problems: first, this new shopping method does not conform to people's traditional shopping habits, and users can't make purchase decisions only based on the information on the webpage, but often need to complete the purchase activities through interactive questions and answers; Second, there are more and more complaints from users about online shopping. Defective products bought online, after-sales maintenance, etc. are all big problems that network users can't solve.

Therefore, establishing a consultation platform, complaining about customer service center, concentrating customers' consultation and service complaints about online shopping products, and providing after-sales service for products can eliminate customers' worries about online shopping, improve service quality, and improve the satisfaction and loyalty of website customers.

Back to the website customer service call center system, not only built a good communication bridge between the website and netizens, but also provided real-time consultation, purchase guidance and other services for customers during the purchase process, providing strong support for customers, which greatly eased many users' concerns about online products being "visible or intangible". At the same time, the customer service call center can eliminate the worries of customer service by paying a return visit, such as complaint investigation and after-sales service, so as to improve the transaction rate of the Internet and increase the turnover of the platform. At the same time, it will also improve the efficiency of the customer service background website, optimize the background resources and reduce the management cost and labor cost.

Practical significance of call center to website construction system

1. Enhance the image of shopping websites and show their strength;

2. It is conducive to promoting the website and expanding the customer base and advertisers;

3. Strengthen contact with customers and improve customer loyalty;

2. Automatic circulation

The automatic loop part is voice navigation, and customers can call to listen to the first part. Automatic notifications that can be issued are as follows:

1) to the website and the latest developments;

2) Release of important information;

3) The website provides publishing;

4) Information cooperation;

5) The latest policies and regulations, etc.

3. Customer inquiries

Customers can choose products on the page at any time by telephone, voice self-service, e-mail, fax and instant messaging. Get in touch with the customer service staff, consult the performance, type and detailed use of the goods, and the customer service staff will give guidance according to the customer's needs to facilitate the customer to judge the purchase.

The website's consultation to customers includes: real-time product selection consultation, payment suggestion, delivery consultation, after-sales consultation, project consultation, etc. The system can establish one-to-one family relationship with existing customers, directly give them to old customers, and then transfer them to customer service personnel through departments, and then help customers maintain continuity with services.

4. Business acceptance

In addition to clicking on the page to generate and submit orders, you can also place orders through self-service call center voice and manually transfer orders. A variety of purchase methods, so that customers can choose at will.

Customer service personnel receive customer orders, generate and send a repeater for distribution to the corresponding departments. After waiting for the network results to return to the website, the call center staff will reply to the customer by phone, fax, SMS and email. Customers can also submit links at any time by knowing the requirements of the system and which department they are dealing with. In addition to the main contents of accepting business orders, there are also payment methods, delivery methods and product maintenance services.

5. Proactive service/customer care

Customer service shopping website can realize active service to customers through the outbound function of the system. Outbound modes are divided into four categories: outbound voice structure, outbound voice files, a large number of text messages and faxes. The specific contents of customer care are as follows:

1);

2) Information for potential customers;

3) Notice of recent activities to the site;

4) Online survey, voting, assembly and other activities;

5) Customer satisfaction survey, customer habits and consumer demand survey;

6) website promotion notice;

7) Visit the survey and existing customers;

8) Reminding and confirming payment, delivery and other information;

9) Confirm the customer's purchase of the product, give a blessing reminder, and so on.

6. Customer complaints and suggestions

Through manual service, voice mail, fax and e-mail, customers' complaints or suggestions can be fed back to the on-site customer service personnel. After receiving the feedback information, the customer can forward the call to the relevant departments for handling, which will help to solve the complaint or dispute satisfactorily.

7. Go to the site for investigation

With e-commerce gradually becoming the marketing trend of today's enterprises, shopping websites need to establish a window to directly understand market changes and customer needs. The system can improve and adjust the shopping management strategy by conducting overseas market surveys, customer satisfaction surveys, customer consumption habits and demand surveys and other activities, which will improve the scientificity of business decisions and the overall image of shopping brands, thus improving efficiency and reducing management and operation costs.