Published at: 2025-10-30

Online Customer Service Implementation Guide

I. Online Customer Service Purchase Guide

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II. ShareCRM Online Customer Service Overview

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III. Core Configuration Process for Online Customer Service

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Step 1: Build Your Support Team

Set up support groups, assign agents, and configure working hours to ensure efficient service delivery during operational hours.
Reference: Support Agent Management

Step 2: Configure Customer Engagement Channels

Enable consultation entry points across web, WeChat Official Account, email, WhatsApp, and other channels. Set conversation routing rules to accurately assign conversations to agents.

Step 3: Optimize Agent Workspace

Configure the sidebar in the support console to display comprehensive Account information, service history, and knowledge base content for efficient issue resolution.

Configuration Path: Online Service > System Settings > Channel Settings > Workspace Extensions
Reference: Sidebar Configuration

IV. Business Plugin Configuration

Enable plugins based on business requirements:

1. Service Requests

When enabled, the system pre-configures Service Request (Case) objects to document customer issues, solutions, and outcomes. Escalate service requests to Work Orders when needed.
Reference: Service Request Setup

2. Quick Replies

Predefine common responses for consistent, professional communication and improved efficiency.
Reference: Quick Reply Setup

3. Pre-Consultation Forms

Collect Account details and requests before agent interactions for targeted service.
Reference: Pre-Consultation Form Setup

4. Satisfaction Surveys

Capture customer feedback on service quality.
Reference: Survey Setup

5. Quick Ticket Conversion

Example: Agent Xiao Li handles technical queries via web/WeChat. When creating Work Orders, she can automatically populate chat history for engineers’ reference.
Customize objects eligible for quick conversion from chat messages.
Reference: Quick Ticket Setup

6. AI Chatbot

Deploy ShareCRM’s AI chatbot on web/WeChat channels. Unresolved queries route to human agents.
Reference: AI Chatbot Setup

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