For foreign trade enterprises, maintaining a good relationship with customers is very important for their revenue. Therefore, more and more foreign trade enterprises will configure customer service systems for enterprises. When small and medium-sized foreign trade enterprises choose customer service systems, they should take into account the cost and functionality, and strive to choose the most complete customer service system for enterprises at the lowest cost. Fall to the practice,How do small and medium-sized foreign trade enterprises choose customer service systems?
Multi-channel access is necessary. Because of the development of the Internet, enterprises have more and more platform channels to connect with customers. Especially in after-sales service, customers need enterprises to solve their own problems in the shortest possible time. Therefore, timeliness and speed are the key elements in after-sales service.
For example, some customer service systems such as Zoho Desk, which integrates multiple channels of communication, can be connected to common call centers, mailboxes, and chat software, and converted into unified replies to work orders, helping enterprises to deploy omni-channel systems and provide timely after-sales service.
Small and medium-sized foreign trade enterprises may often encounter such problems - customer service is often insufficient, and there will be delays in solving customer problems. To solve this problem, small and medium-sized foreign trade enterprises need to choose a customer service system that can provide customer self-service functions. Let customers take the initiative to find and solve some simple and repetitive problems.
Zoho Desk's ticketing system allows you to configure a branded help center for your organization, which is built into your website. Among them, there are two different platforms that provide an article library and a community. In the case of multiple brands in a business, build your own help center for each brand. You can change the look and feel of your Help Center to provide customers with different service channels, service levels, notifications, and knowledge base articles for each brand you support.
In order to improve the efficiency of customer service personnel and optimize the customer service experience, what requirements should small and medium-sized foreign trade enterprises have for customer service systems?
The system should not only be able to store all the information of each customer, but also allow customer service personnel to quickly retrieve valid information in the massive amount of information.
Understood in terms of Zoho Desk's capabilities, agents use views to filter and display only what they need, focusing on the tickets that matter most to them. Agents can also save the view for later review.
Cross-departmental collaboration itself has a variety of barriers in the enterprise. In after-sales customer service personnel, there will be cases where the ticket information is not synchronized. The system can share tickets with agents from other departments. By processing tickets in this way, you can perform service ticket actions without having to change the owner or create a copy.
Small and medium-sized foreign trade enterprises can choose based on the functionality of the product, and then compare the best and brand endorsements of different products, and choose the most suitable product according to their own needs.