The advantages and disadvantages of online customer service should be elaborated.

1, which breaks through the time and space limitation of service and can communicate with visitors immediately to solve problems.

2. Improve the service cost-effectiveness of enterprises. Many enterprises regard online customer service as an important means of market competition.

3. The delivered value of customers is improved. In order to make consumers get the maximum customer delivered value, enterprises need to reduce the total cost of customers as much as possible.

4. Enhance customers' perceptual knowledge of service. Improve the service level through the network, enhance the embodiment and feeling of customers, and reduce the strangeness of customers to products.

5. The service level has improved. Through network services, customers can not only learn information, but also directly participate in the whole process to meet their personal needs to the greatest extent.

6. Enhance the initiative of customer service.

Disadvantages are:

1, the time for visitors to ask questions is uncertain, so it is necessary to arrange a special person to be online and pay attention at all times, which wastes human resources;

2, because it is not face-to-face communication and seeing the problem, sometimes customers can't describe the problem in detail and accurately, so they can't judge the cause of the problem and can't provide corresponding solutions.

3. If the online customer service reply is not timely or the reply content is not good, the user experience and feedback are not good.