Online Customer Service Implementation Guide

1. Online Customer Service Purchase Guide

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2. Overview of ShareCRM Online Customer Service

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3. Core Configuration Workflow for Online Customer Service

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Step 1: Build Your Support Team

Set up support groups, agents, and working hours to ensure agents can provide efficient service during scheduled hours. For details, see: https://help.fxiaoke.com/1a54/8c78/135e/3f40 (Agent Management)

Step 2: Configure External Communication Channels

Open customer entry points across web, WeChat, email, WhatsApp, and other channels, and define session routing rules for each channel so conversations route to the appropriate agent.

Web widget setup guide: https://help.fxiaoke.com/1a54/8c78/135e/cc59 (Web Channel Integration)

WeChat Official Account setup guide: https://help.fxiaoke.com/1a54/8c78/135e/b4bf (WeChat Official Account Integration)

WeChat customer service setup guide: https://help.fxiaoke.com/1a54/8c78/135e/76b8 (WeChat Customer Service Integration)

WhatsApp setup guide: https://help.fxiaoke.com/1a54/8c78/135e/2e56 (Email Integration)

Step 3: Configure the Support Console Sidebar

For the channels added in Step 2, configure the support console sidebar to display complete Account information, interaction history, and knowledge base content so agents can serve customers more efficiently.

Path: Online Customer Service -> System Settings -> Channel Settings -> Console Extended Info. See: https://help.fxiaoke.com/1a54/8c78/135e/cc59#header-2 (Sidebar Configuration)

4. Business Plugin Configuration for Online Customer Service

Enable business plugins as needed based on your operations.

1. Service Request

When enabled, the system provides a preconfigured Service Request (Case) object. Agents use this record to log customer issues, resolution steps, and outcomes. Escalate complex issues by upgrading a Service Request to a Work Order. See: https://help.fxiaoke.com/1a54/8c78/135e/c2ce (Service Request Configuration)

2. Quick Replies

Administrators can preset commonly used canned responses for the company. Agents can insert these replies in the console to ensure consistent, professional messaging and improve response efficiency. See: https://help.fxiaoke.com/1a54/8c78/135e/373a (Quick Reply Configuration)

3. Pre-chat Form

Use pre-chat forms to collect basic customer information and requests before the conversation begins. Agents can review submitted data to provide targeted support and improve service quality. See: https://help.fxiaoke.com/1a54/8c78/135e/d5bb (Pre-chat Form Configuration)

4. Customer Satisfaction Survey

Record customer satisfaction feedback about support interactions.

See: https://help.fxiaoke.com/1a54/8c78/135e/ccb7 (Satisfaction Survey Configuration)

5. Quick Create from Chat

Scenario: An agent creates Work Orders for technical issues raised during chat. To help engineers act quickly, agents must capture the customer’s description accurately in the Work Order. Quick Create from Chat lets agents copy chat content into new business records. ShareCRM lets you define which record types can be created from chat and automatically reference chat logs in those records.

See: https://help.fxiaoke.com/1a54/8c78/135e/425d (Quick Create from Chat Configuration)

6. Intelligent Bot

ShareCRM provides an intelligent chatbot that can be attached to any online text channel (web, WeChat). When enabled, the bot answers customer queries; questions the bot cannot resolve are escalated to live agents.

See: https://help.fxiaoke.com/1a54/8c78/135e/f9db (Intelligent Bot Configuration)