Online shopping system in the online customer service function design and implementation of the paper material

Call center solutions for online shopping industry

E-commerce has developed to the present day, and many Internet users have become accustomed to shopping from the Internet without leaving their homes. The entire buying and selling process of electronic, digital and networked, low cost and convenient shopping, making online shopping this way to get the Internet users, especially young Internet users love. However, according to netizens, there are two main problems in online shopping: one is that this new way of shopping is not in line with people's traditional shopping habits, netizens can not make a purchase decision based on the information on the web page alone, and they often need to interactively ask and answer questions in order to complete the purchase; the second problem is that netizens' complaints about online shopping are also increasing day by day. The second problem is that the number of complaints about online shopping is also increasing. Online shopping is plagued by problems such as buying defective products and difficulties in after-sale repairs.

So, in the shopping platform within the establishment of a consulting, complaints customer service center, centralized handling of customers in the online shopping produced by the product consulting and service complaints, as well as for the product after-sales service to provide intermediary services, can be free of customer online shopping worries, improve the quality of the site's service as well as customer satisfaction and loyalty.

The establishment of the shopping website background call center customer service system, not only for the website and the netizens to set up a good communication between the bridge, for the customer's purchasing process to provide real-time consulting, purchasing guidance and other services for customers to provide a strong support to a large extent to alleviate the many netizens on the online product "see, touch," the concerns. The concerns of many Internet users about online products "visible but not tangible". At the same time, customer service personnel through the call center for return visits to the investigation, complaints, after-sales service can eliminate customer worries about after-sales service, thus increasing the online turnover rate, promote the entire shopping platform turnover rise, but also will improve the website backstage customer service staff efficiency, optimize backstage resources, reduce management costs and labor costs.

The significance of the shopping site call center system

1. enhance the image of the shopping site, highlighting the strength of the shopping site;

2. conducive to the publicity of the shopping site, expanding the customer base and advertisers;

3. strengthen the contact with customers, enhance customer loyalty;

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

4.

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

5. 7 * 24-hour service to ensure the continuity of customer and advertiser service;

6. enhance the interaction with customers is an effective weapon of the shopping site to compete for customers;

7. reduce the management and operating costs of the shopping site in many ways;

8. a good after-sales service and communication mechanisms to make customers worry-free, improve customer satisfaction and improve the quality of service. Good after-sales service and communication mechanism allows customers to avoid worries and improve the online turnover rate.

System Overview

The system closely combines voice query, self-service, and manual service, integrates shopping sites' inventory, distribution resources, supply chain resources, and customer resources through the network, establishes a rapid response mechanism for online shopping, enhances the interaction between the customer base and the shopping site, and realizes the unified allocation and utilization of resources. The system is an open dialogue platform for shopping site customer service personnel to interact and collaborate with customers, thus accomplishing customer service and customer care; at the same time, customer service personnel are able to readily understand the status of the site's internal sales and marketing inventory, so as to facilitate the mastery of various information on commodities and suppliers.

System Functions

1. Self-service

Customers call the shopping site call center first into the voice query system, under the guidance of voice navigation to enter the different keys, select the information they want. In the self-service, customers can get the following services:

1) Product inquiry;

2) Promotional product information inquiry;

3) Shopping website introduction;

4) Membership points inquiry;

5) Order status inquiry;

6) Telephone selection of products and place orders;

7) Self-service

8) Self-subscription of new product information on shopping sites;

9) Interaction between customers and shopping sites, such as voting, campaigning, etc.

10) Self-service faxes;

11) Inquiries about relevant policies and regulations;

12) Advertisers' information inquiries;

13 ) Complaints, suggestions and other voice messages, and so on.

Online shopping solution for call center industry

The development of electronic commerce today, many users have become accustomed to The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet, the Internet, the Internet, the Internet and the Internet. The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet users, especially young netizens love. However, according to reflect the network users to the However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be based solely on the information However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be solely based on the information page to make purchase decisions, and often the need for interactive questions and answers to complete the purchase of activities; problem Second, users of online shopping is also more and more complaints. Defective goods bought online shopping, after-sales maintenance and so on are difficult to users of

Therefore, to establish a platform for consultation, complaint customer service centers to focus on online shopping customers to products arising from the consultation and service complaints, as well as provide after-sales service for the products among the services, customers can avoid the worry about online shopping, improve the quality of service, as well as site customer satisfaction and loyalty.

Back to site customer service call center system, not only for websites and Internet users to build a good communication between the bridges, the purchase process for customers to provide real-time advice, guidance and other services to buy, to provide customers with a powerful support, to a large extent alleviate a lot of users on-line products "visible or touched" concerns. At the same time, customer service call center through a return visit to conduct the investigation of complaints, after-sales service, such as to eliminate the worry about customer service, thereby enhancing the turnover rate of the Internet, promoting the platform to increase turnover, but also will improve customer service background site the efficiency of the

Call centers to Web site building system practical significance

1.

1. To enhance the image of shopping sites, shopping sites shows strength;

2. Is conducive to the promotion website, to expand customer base and advertising clients;

2. and advertising clients;

3. To strengthen ties with customers and enhance customer loyalty;

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

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

6. To enhance interaction with customers and advertising clients;

6. p> 6. To enhance interaction with customers is to site an effective weapon to compete for customers;

7. To reduce the multi-site management and

7. To reduce the multi-site management and operating costs;

8. A good after-sales service and communication mechanism that allows customers to worry about replacing to improve the rate of

System Overview

System will be voice information, self-service, service manual closely with the shopping site Invoicing, distribution resources, supply chain resources, customer resources, network integration, to establish a network of rapid response System as a platform for open dialogue, customer service personnel to site to interact with System as a platform for open dialogue, customer service personnel to site to interact with customers and collaboration in order to complete the customer service and customer care; At the same time, customer service staff to be kept informed of the situation Invoicing internal website to facilitate the suppliers of goods and grasp the information.

System function

1. Self-Service

Customer call center at the first site to enter the voice query system, under the In self-service, customers can get the following services:

1) product and service information,

System function

1. p>

1) product inquiries;

2) information marketing products;

3) Introduction to Web site;

4) Members of integral inquiry;

5), order status inquiries;

6) the selection of merchandise and telephone orders;

7) self-service query and select the payment method and delivery mode;

8) Self-Subscribe to site new information;

9) the client and to the interaction between sites, such as voting, campaigning and other activities;

9) the client and to the interaction between sites, such as voting campaigning and other activities;

10) self-Fax;

11) policies and regulations related inquiries;

12) information to

12) information to advertisers;

13) the complaint, the proposed voice mail, etc., and so on.

2. Automated announcements

Automated announcements are a part of the voice navigation that the customer hears first when he calls.

1) shopping site introduction and the latest news;

2) important information announcement;

3) shopping site promotions;

4) cooperation information;

5) the latest policies and regulations, etc.

2.

3. Customer Consultation

Customers can contact customer service personnel at any time when choosing goods on the web page by phone, self-service voice, e-mail, fax, live chat tools, etc., consulting the performance of the product, the category, the method of use and other details of the information, customer service personnel according to the customer's needs to provide shopping guidance, to facilitate the customer's purchase judgment.

Customer consultation on the shopping website mainly includes: real-time consultation on the selection of products, consultation on the payment method, consultation on the delivery method, consultation on after-sales service, consultation on the cooperation project and so on. The system for old customers can establish a one-to-one affinity relationship, the old customer's call directly transferred to the previous customer service personnel who had spoken with them, which helps customer retention and continuity of service.

4. Business acceptance

Customers in addition to the web page to select products, generate orders and submit, but also through the call center self-service voice services to self-order, and through the transfer of manual services to order. A variety of purchasing methods allow customers to choose as they wish.

Customer service personnel accept the orders placed by customers, generate orders and forward them to the appropriate departments for delivery. After the results are returned to the call center of the shopping site through the network, the staff will reply to the customer by phone, fax, short message, e-mail and so on. Customers can also learn at any time through this system, the orders submitted are now in the process of which link and which department to deal with. The main business content in addition to the order, but also choose the payment method, choose the delivery method, product repair and other business.

5. Active service/customer care

Shopping site customer service personnel through the system's outbound dialing function, you can realize the active service to customers. Outbound dialing is divided into four types: outbound voice structure, outbound voice files, group SMS and fax. The specific contents of customer care are:

1) Care and tracking of intended customer groups;

2) Information for potential customers;

3) Notices of recent shopping site activities;

4) Online surveys, polls, solicitations, and other activities;

5) Customer satisfaction surveys, surveys of customer consumption habits and needs;

6) shopping site promotions to inform;

7) old customers to visit the survey;

8) payment, delivery and other information to remind and confirm;

9) customers to buy the product confirmation, reminders and blessings, and so on.

6. Customer Complaints and Suggestions

Through manual service, voicemail, fax, e-mail, etc., customers can feedback complaints or suggestions to the shopping site customer service personnel. After receiving the feedback, customer service personnel can transfer the call to the relevant departments to deal with, which will help the complaint or dispute to be resolved satisfactorily.

7. Shopping site survey

In the e-commerce gradually become the trend of enterprise marketing today, shopping sites need to establish a direct understanding of the market and customer demand changes in the window. The system can conduct market research, customer satisfaction surveys, customer consumption habits and demand surveys and other activities through outbound dialing to develop targeted improvement programs, adjust the shopping site's business management strategy, improve the scientific nature of management decisions, and improve the shopping site's overall brand image, thereby improving effectiveness and efficiency and reducing management and operating costs.

8. Statistical reports

The system can be based on the details of the incoming and outgoing calls for effective statistics, including customer waiting time online, incoming call records, self-service query records, send and receive short message records, and generate a variety of statistical graphics. Shopping site customer service personnel can flexibly customize the content of the statistics, for shopping site decision-making to provide authoritative and effective data. Statistical reports mainly include the following data:

1) customer inquiries in the voice query of the product query statistics;

2) each shopping site customer service personnel access, dial out the number of phone calls, time statistics;

3) each incoming call to the customer online waiting time records and statistics;

4) shopping site customer service personnel status records:

5) Records and statistics of incoming and outgoing SMS, and so on.

Through the statistical analysis of the data in the statistical report, the shopping site can be clearly informed of which products or services are the best-selling, which type of products or services customers complained about the most, and so on. The statistical reports can provide a scientific basis for the website to capture and improve service quality in a timely manner.

9. Expanded services

This system is open and can be seamlessly integrated with online shopping companies' own membership management, inventory systems, office systems, etc., and can be customized to develop certain features according to the specific requirements of the company.

Online shopping solution for call center industry

The development of electronic commerce today, many users have become accustomed to The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet without leaving home. The entire process electronic transactions, digital and network-based, low-cost and convenient shopping, online shopping in this way allows access to the Internet users, especially young netizens love. However, according to reflect the network users to the However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be based solely on the information However, according to reflect the network users to the main two problems: First, this new way of shopping and traditional shopping habits of people do not meet, users can not be solely based on the information page to make purchase decisions, and often the need for interactive questions and answers to complete the purchase of activities; problem Second, users Defective goods bought online shopping, after-sales maintenance and so on are difficult to users of network problems to the big problem.

Therefore, to establish a platform for consultation, complaint customer service centers to focus on online shopping customers to products arising from the consultation and service complaints, as well as provide after-sales service for the products among the services, customers can avoid the worry about online shopping, improve the quality of service, as well as site customer satisfaction and loyalty.

Back to site customer service call center system, not only for websites and Internet users to build a good communication between the bridges, the purchase process for customers to provide real-time advice, guidance and other services to buy, to provide customers with a powerful support, to a large extent alleviate a lot of users on-line products "visible or touched" concerns. At the same time, customer service call center through a return visit to conduct the investigation of complaints, after-sales service, such as to eliminate the worry about customer service, thereby enhancing the turnover rate of the Internet, promoting the platform to increase turnover, but also will improve customer service background site the efficiency of the

Call centers to Web site building system practical significance

1.

1. To enhance the image of shopping sites, shopping sites shows strength;

2. Is conducive to the promotion website, to expand customer base and advertising clients;

2.

2. Is conducive to the promotion website, to expand customer base and advertising clients;

3. To strengthen ties with customers and enhance customer loyalty;

2. Automatic circular

Automatic Automatic circular part for voice navigation, customers can call to hear the first part of the contents. Automatic notices can be issued are as follows:

1) to website and the latest developments;

2) The publication of important information;

3) The site offers to release;

4) cooperation in information;

5) the latest policies and regulations, and so on.

3. Customer Inquiry

Customers to choose products on the page at any time by phone, voice self-service, e-mail, fax, instant messenger, etc. get in touch with the customer service staff, the Advisory commodity performance, type, details use of information, customer service personnel in accordance with customer needs guidance to facilitate the purchase of

Web site consultation to clients include: the selection of products in real-time consultation, advice of payment, delivery System could be established and existing customers for one-on-one family relationship to the old customers directly, then system could be established and existing customers for one-on-one family relationship to the old customers directly, then have them transferred to the customer service personnel through the Department, then to help customers

4. Business admissibility

In addition to merchandise click on the page to generate and submit orders, but also through self-help call center to generate and submit orders. but also through self-help call center voice self-service orders, as well as services through the transfer of a single artificial. Purchase a variety of Purchase a variety of ways to allow customers to choose heart.

Customer service staff receive customer orders, generating and sending a single transponder for distribution to the appropriate departments. Pending the outcome of the network to return to the site after the call center staff by phone, fax, short Pending the outcome of the network to return to the site after the call center staff by phone, fax, short messaging, e-mail reply to clients. Customers may also request at any time by understanding the system is now in order to submit links and which Customers may also request at any time by understanding the system is now in order to submit links and which departments which are dealing with. In addition to the main contents of the admissibility of business orders, there are payment options to choose, select In addition to the main contents of the admissibility of business orders, there are payment options to choose, select delivery methods, product repair services.

5. Active Service / Customer Care

Customer service shopping site through the outbound Outbound mode is divided into four categories: structure of outbound voice, outbound voice files, mass text messaging, and outbound voice files. Outbound mode is divided into four categories: structure of outbound voice, outbound voice files, mass text messaging and fax. The specific content of customer care are as follows:

1) of intention to customer care and voting, assembly and other activities;

5) customer satisfaction survey, customer habits and needs of the consumer survey;

6) Web site promotional activities to inform;

7) return the survey and existing customers;

8) payment, delivery information such as a reminder and

7) return the survey and existing customers;

8) payment, delivery information such as a reminder and confirmation;

9) confirmed that customers buy products, and best wishes to remind, and so on.

6. Customer complaints and suggestions

Through artificial service, voice mail, fax, e-mail, customer complaints or suggestions can be fed back to customer service personnel to site. Customer feedback upon receipt of information, may be call forwarding to the relevant departments to deal with, contribute to complaints or disputes

7. To site survey

In e-commerce has gradually become the trend of today's corporate marketing, shopping sites System can be carried out through the outbound market research, customer satisfaction surveys, customer demand for the window. system can be carried out through the outbound market research, customer satisfaction surveys, customer habits and needs of the consumer survey and other activities, to develop targeted programs to improve and adjust the operation and management of shopping strategy that will improve the scientific nature of management decision-making and improve the overall shopping brand image, thereby enhancing the quality of the shopping experience. the overall shopping brand image, thereby enhancing the effectiveness and efficiency, reduce management and operating costs.