Dry goods | how can independent station operation improve online chat customer service?

key word ： Independent station operation 、 Online chat , Customer service

For any enterprise , Online customer service is probably one of the most complex areas of management . It is considered to be a real differentiation factor , And is constantly considered by customers . This is why the error rate in this field is usually very low , Whether your customer service is by phone 、 Email or online chat .

SaleSmartly Integrated Messenger、WhatsApp、Instagram、Line、Telegram、Email And other multi-channel chat management plug-ins , It can help sellers reach overseas consumers in an all-round way ; Support at the same time 100+ Real time language translation , So that sellers and overseas consumers can have barrier free communication . It lets you know your customers , And help you turn them into super targeted Facebook And email marketing campaigns . When you integrate the software with your store , Subdividing your contact list becomes an automated process .

In this paper , The tips we list below focus more on using tools on online chat platforms , To help you make better strategies in online customer service of the website .

1. Know the history of your customers or visitors

That old saying , Know that your enemy is half the battle , It may be completely cliche , But it is based on facts , It can be applied to online customer service . You should never treat your customers as rivals or enemies , On the contrary , But if you can get the history of their past visits to the website , Will bring a series of benefits .

The first one is , You will know what your potential customers are looking for on your website . The second is that you will be able to save time , because , With their history , You don't need to ask for information from them before serving them . what's more , This gives your customers a good organizational impression , And allow you to get familiar with relevant customers .

2. Connect your online customer service with your application or CRM integrated

If you have used an integrated system , Then this prompt is essential , Because it has many advantages .SaleSmartly Let you integrate online chat into your system , Convenient for you to visit the history of tourists or customers , As we mentioned in the first tip . Integration also takes place in another way , You can easily add new contacts to your system through the chat platform .

3. Collect basic information , E-mail

This is probably the most important tip in this list ： Always try to collect basic information about your visitors , Such as their names and email addresses . In addition to helping you identify them in future visits , Collecting email is critical to increasing your email marketing mailing list . If you have difficulty getting an email address , You can also find and add them manually by using the email searcher .

4. Use customer feedback and customer service records for self-assessment

Self assessment is one of the most difficult habits to maintain , But it is also one of the most valuable habits . That's why it's a good idea to set a specific day of the week to evaluate the quality of your customer service .

stay SaleSmartly There are two ways ： The first is through the customer's own feedback , It can be in the form after attending the meeting , Add notes or comments on it . The second method requires more work , It includes randomly selecting several dialogues from each operator , And analyze it , To find out what they can improve .SaleSmartly Provide these two possibilities , Let you conduct qualitative self-assessment from different perspectives .

SaleSmartly Help you improve the customer experience

SaleSmartly Real time chat provides the ability to build chat robots , Improve customer response efficiency , Increase collaboration between teams . Through automated process services , Help improve customer service efficiency . At the same time, it supports mobile end applet , Reply to customer inquiries from all channels anytime, anywhere .

Know your target audience , Provide them with the best experience , Encourage them to buy and become loyal customers .