The difference between e-commerce customer service and traditional customer service does not include

The difference between e-commerce customer service and traditional customer service does not include e-commerce customer service is only after-sales service.

Similarity: traditional customer service and e-commerce customer service work responsibilities, are to help and serve customers to do a good job after-sales service and consulting work, all need to have direct contact and communication with customers, for customers to answer various questions about products and services.

Difference: traditional customer service is through the offline face-to-face or telephone to carry out services, e-commerce customer service is through the Internet or telephone services. Traditional customer service can be done in real time to answer questions, and at the same time can only serve a customer, e-commerce customer service may serve multiple customers at the same time, and may not be able to do real-time communication.

Traditional customer service and e-commerce customer service difference:

A, traditional customer service:

(1) random customer service:

Enterprises to help customers to deal with their questions, suggestions, casting and consulting through a variety of channels at any time, so that customers who have already purchased the products of the enterprise to get very good technical support, so that customers interested in the product to get satisfied. customers who are interested in the products get a satisfactory introduction.

Random customer service is subdivided into help service and customer self-service. Help service refers to the customer will be their own ideas through the enterprise customer service customer access system submitted to the customer service representatives, by the customer representatives in accordance with the appropriate procedures for timely recording and processing; customer self-service refers to the customer can be through the web page or automated response phone, comfortable access to the enterprise knowledge base, so as to obtain the information needed.

(2) Regular customer service:

Services provided by an enterprise to customers with whom it has signed a contract include: maintenance period services stated in the contract, services specially promised to customers, and software upgrade services. Regular service requires the design of a service plan that is operable during the service process to the satisfaction of the customer.

(3) customer care services:

This refers to the enterprise's initiative to initiate through regular interviews with customers, newsletters, letters, and other methods, in a timely manner to existing customers to release the recent developments, the implementation of the customer care program, so that the user feels the enterprise's concern and sincerity, so that the customer has become the enterprise's permanent customers.

(4) complete customer service system:

The result of the fierce competition in the market makes the difference in the quality of many commodities is getting smaller and smaller, and the tendency of homogenization of the products is getting stronger and stronger, and certain products (such as TV sets, VCD machines, etc.) from the appearance to the quality, it has been very difficult to find out the difference, and even more difficult to distinguish the high and low.

The result of this homogenization of goods makes the quality is no longer the main criterion for customers to choose consumption, more and more customers are more important to the businessmen to provide them with what kind of service as well as the quality of service and the degree of timeliness.

Two, e-commerce customer service:

E-commerce customer service is carrying customer complaints, order business acceptance (new, make up the single, exchange goods, withdrawal of orders, etc.), through a variety of communication channels to get involved in a survey with customers, and the customer direct contact with the front-line business acceptance personnel.

As the top and bottom of the information transmitter, customer service also shoulders the responsibility of timely transmission of customer suggestions to other departments. Such as: from the customer for the product suggestions, online order operation modification feedback.