Winning Education: What is Smart Online Customer Service? Does it work?
We all know that the work of customer service is very duplicative and cumbersome. It not only has to face various problems of customers, but also deal with some emergencies in after-sales. It is a matter that requires experience and patience. Be careful that customers may give you bad reviews, I believe many friends are miserable. The championship education tells everyone: don’t be afraid! Because there are intelligent customer service to help!
- What is intelligent customer service?
Intelligent customer service is an industry-oriented application developed on the basis of large-scale knowledge processing. It is (large-scale knowledge processing technology, natural language understanding technology, knowledge management technology, automatic question answering system, reasoning technology, etc.), with industry versatility, not only to provide enterprises with fine-grained knowledge management technology, but also to establish a natural language-based It is a fast and effective technical means for enterprises to communicate with a large number of users; at the same time, it can also provide refined management for enterprises. Required statistical analysis information.
What is the work content of Taobao Smart Online Customer Service?
Pre-sales reception, answering customers’ pre-sales consultation, the main role is to guide customers to buy, and use different words for industries, products, and groups to guide customers to buy;
In-sale assistance to help customers complete orders, including order modification, payment issues, etc.;
Through after-sales processing, return and exchange processing, complaint pacification, work order submission review, logistics follow-up, etc., to reduce the refund rate, improve the favorable rate and DSR dynamic score;
Inductively analyze the store data, optimize the words and adjust the business strategy according to the business situation;
Customer management, return visits to old customers, maintain emotional connections, and increase the repurchase rate and attention.
As long as you set the corresponding automatic reply phrase, you can communicate automatically. Of course, there is still a certain gap between this and manual work, but the general problem is no problem. For example, asking about delivery, asking about free shipping, as long as you collect data and arrange meetings, you will feel very smart.
- How is it different from human customer service?
Intelligent customer service mainly solves some common problems of customers through corpus and advanced data analysis, reducing the cost and time of customer service personnel and bidders, while manual customer service increases the workload of customer service personnel and bidders through manual editing.
That’s it for the introduction of intelligent customer service. AI system or intelligent work mode is also a trend. I believe there will be more tools to solve the problems in our online store in the future.