Ronglian Qimo helps well-known new retail brands and reshapes new links for enterprise growth

For service industries such as retail industry , Customer service is a very important part of enterprise operation , To a large extent, the customer's going to stay in the enterprise is affected by the customer service , And with the Internet + The development of , Many enterprises have developed online services , Therefore, the new retail customer service system has become the first choice for enterprises to improve service efficiency and level .

A large chain new retail brand cooperated by Ronglian Qimo also has the demand for service upgrading , The customer operates a variety of formats and brands , Already in the country 180 Many cities have opened 400 Many shopping malls 、 about 20 A distribution center , Large number of customers , Retail stores are also everywhere , Regional differences make the unified processing of customer information complex .

In the early communication with the customer, we learned that the customer had used other online customer service systems before, but the effect was not good , In order to better help customers improve enterprise service quality , Ronglian Qimo had many detailed communications with customers before officially deploying the customer service center for customers , The scheme has been modified many times , Finally, we have developed a dedicated customer service solution for customer pain points .

“ Multi channel unification + Schedule management ”, Provide quality service experience

The nature of online communication and offline communication is completely different , In the past, offline customer service and users could communicate directly face-to-face , In the face of users' demands, they can also reply in time , It's understandable to wait occasionally . But the scene is online , The patience of users will be greatly reduced , When there is too much consultation , The customer service staff couldn't reply , Will cause visitors to wait longer , This leads to the loss of customers .

In the face of such a problem , Ronglian Qimo provides the customer with a multi-channel management solution , Official account 、 Applet and other online consultation channels are uniformly connected to qimoyun customer service background , Reduced channel switching operations , Improve work efficiency , Better answer questions about product information and purchasing for consumers .

meanwhile , Considering the nature of the work of customer service personnel , Ronglian Qimo also combines the inconsistent business characteristics of working days and legal holidays , A dedicated work schedule is configured and judged according to the date , Connect with the designated skill group on weekdays , On non working days, users' inquiries are handled by playing voice reminders , Optimize the customer service experience .

Open up the internal cooperation process of the enterprise , Speed up after-sales processing

The retail industry faces a wide range of consumers , User needs are also diverse , In addition to doing a good job in pre-sales consultation and reception , After sales issues are equally important . Customer service personnel need to timely feed back customer inquiries to relevant departments and follow up , So as not to cause users to wait for a long time , Affect the user's shopping experience .

Ronglian Qimo helped the customer to meet the different needs of consumers through intelligent work orders , Quickly transfer work orders within the enterprise , Enable relevant departments to quickly answer consumers' logistics information such as commodity delivery and delivery 、 Quality problems of after-sales goods 、 And complaints , To improve the speed of internal coordination , Improve service efficiency .

Comprehensive data statistics , Maximize data value

There are many stores in the retail industry , Its customer base is huge , The amount of information and data of customers is also very large . Therefore, the customer has extremely high requirements for data reports ⾼, It needs to be done to each ⽅ The service data of ⾏ Fine and complete ⾯ Statistics and display of .

Ronglian Qimo provides the customer with more than ten kinds of detailed data reports , Give clear feedback to different channels / Customer consultation of the store 、 Shopping characteristics of user groups 、 demand 、 Consumption level, etc , At the same time, it can also carry out multi-dimensional statistics and analysis of customer service work .

Through Qimo cloud customer service , The customer will the service window of the online mall ⼝ system ⼀ stay ⼀ A platform , combination ⼯ Single quick circulation , Consumers' purchase demand and after-sales demand have been quickly solved , The of data report ⽤ It also allows managers to have a more comprehensive and intuitive understanding of the service status of the platform , Upgrade the service and run through the whole journey of customers , Service quality and customer satisfaction have been significantly improved , Boost the new growth of enterprise business .

New retail belongs to the industry of complete market competition , Coupled with the sudden impact of the epidemic , The whole industry accelerated into the second half of the more intense competition of reform , It is bound to aim the direction of reform at the comprehensive upgrading and intensive cultivation of services . Ronglian Qimo has served many well-known customers in the new retail industry , Have rich practical experience in the industry , Let the enterprise go further on the existing market , Consumer experience goes up to a new level , The benefits are also considerable .