China's establishment of the station center - in the 21st century's most powerful establishment of systems
Insider customer service centers in China Jianzhan set of issues dealing with real-time system status monitoring and online communication as a whole, is the site to provide online customer service consulting services ideal tool. has the following characteristics:
1, you can use a separate user database, you can also synchronize with the existing membership database
2, since the definition of types, different types of problems can be set to different questions form
3, eight questions dealing with the state, waiting queues, the problem handling process is clear
4, specific problems receiving window, a browser window is free to switch multiple processing
5, customer service and customer online chat, text can be pasted , HTML code and images
6, the phrase commonly used features that make it easier to answer courtesy
7, dealing with the problems and issues were preserved archive, archive search enabling monitoring and training issues
8, front open source,
a user to modify at any time, customer interface introduced
1, members system and registry
system can use a separate user database can also be synchronized using the existing site membership database, the user logged in to submit a question.
1) using a separate user database: The system requires customers to use the user name password, or simply fill in the user message log
2) use the existing member libraries: the system reserved port, as long as the changes to a file by adding a member verification process has been the site members can use library
2, to submit questions
the background as customers can set different issues in different types of projects completed, customer choice type, fill in the matter to the form. In addition to completing that project and problem description, but also in the just submitted a question yet to be accepted.
not yet been resolved: the customer has accepted the issue back to the reply, no reply to the customer to respond to
has been accepted: You have accepted the problem and are inspected, tested and address your questions
Processing: the problem being addressed, it may take some processing time
wait for a response: dealing with problems to provide the appropriate administrative rights or require customers to meet, waiting for customers to return
processing is complete: problem has been resolved or archive operation has completed
: the problem has been processed after 24 hours no new replies archived for future inquiries
has been accepted for the issue, the customer can enter the chat rooms), and customer service staff online exchange
4, archiving queries processed
If a problem does not continue after the 24-hour customer response, customer service personnel that the issue can be archived. customers can > (IE), you can monitor the status of the problem of dealing with multiple customers simultaneously and communicate online, save the limited computer resources, improve work efficiency.
1) Controlling the window receiving state
monitor refresh every 30 seconds, monitor whether the customer can always respond to the questions or further inquiries. and from there into the conversation area and the customer communicate online.
processed more than 24 hours for the problem can be archived.
2) dialogue and problem areas receiving
into the conversation area, press the > requirement for customers to submit projects (may contain passwords and other information) the need for confidentiality, in addition to only receiving one can see, the acceptance of people when necessary, may designate two co-processing people, can also see this information.
as chat logs are stored on the server side, so customers can be shared among chats, to avoid that often appear in the customer service problems of speed.
3, archiving or search query
can retrieve archived issues. archived issues and deal with problems in the data stored in different areas, we can avoid a huge database of speed chat, but also at any time for before dealt with the problem. To sum up experience and develop new materials to provide good customer service.
4, the user query management
in the use of a separate user database, you can query the user.
5, issue type management < br> specify different types of problems, different types of problems can require customers to fill in addition to the provisions of the problem description of items outside, such as: site fault class of problems can be asked to fill in the domain name. This feature can reduce the problem of dealing with the initial process of repeated questioning. In addition You can also specify the issues the permission level required for acceptance of people, such as: complaint handling, you can specify the executive level administrator to admissibility. is not the appropriate level of administrator can not see the problem through the content and process.
6, used You can add commonly used phrases Management
phrases used in chat
7, auto-reply set
in the non-working hours, you can set up automatic responses. When customers ask questions and post the dialogue zone direct prompts customers. to avoid customer non-working time to ask questions in a long time after waiting for a reply.
8,
change management customer service customer service staff, assign different permissions. divided into normal, high, head of the three levels. In addition to different types of problems can assign different levels of staff to accept, but for more than 3-8 key management, supervisory only have permission to access.
Third, the system can modify the background of
encryption system can not be modified, front interface open source, any change.
four members on the use of the system comes with an existing database or web site membership library
1, member libraries use the system comes with default installation of the system after
own members to use the system libraries, After the user enters some data registered as development experience of the user can modify auth.inc.php.
member libraries to use existing Web site, the system must be placed in a subdirectory of an existing site to:
no experience in the development of user-PHP member library commission we make validate existing procedures (fees).
No comments:
Post a Comment