Online Customer Service Overview

ShareCRM’s Online Customer Service module bridges the gap between businesses and customers by providing omnichannel communication solutions throughout the entire customer lifecycle - from pre-sales engagement to post-sales support. This comprehensive approach enhances customer satisfaction, strengthens loyalty, and helps businesses efficiently maintain customer relationships for sustained profitability.

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Online Customer Service Solution Overview

Key Capabilities of Online Customer Service

2.1 Omnichannel Access

Businesses need robust support for diverse customer service channels to maximize convenience for users. ShareCRM Online Customer Service offers multiple entry points including corporate websites, WeChat, web portals, email, WhatsApp, and call centers, enabling Terminal users to initiate service requests anytime, anywhere.

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2.2 Agent Management

ShareCRM provides unified agent management tools that allow flexible configuration of service teams. Businesses can customize work schedules, online statuses, and data access permissions for each agent, adapting to complex management requirements while reducing operational costs.

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2.3 Conversation Routing Rules

The system offers flexible conversation routing configuration for different service channels. Businesses can implement tiered service strategies, such as routing high-value customers to dedicated teams. Built-in routing methods include: - Load balancing - Round-robin distribution - Idle rate allocation - Account owner assignment - Contact owner assignment

For service continuity, conversations can be prioritized to the last serving agent.

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2.4 Call Center Integration

Our standard call center plugin integrates with major market solutions, requiring minimal configuration to connect with the CRM system. Features include: - Screen pops displaying Account, Contact, and Leads information - Unified interface for call handling, recording, and business document processing - Deep integration allowing inbound/outbound operations directly within ShareCRM

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2.5 Unified Service Console

The integrated console combines all service channels with productivity features: - Automatic customer identification with profile display in sidebar - Related record visibility including Leads and Work Order history - Quick responses with predefined templates for common inquiries - Knowledge base access for immediate reference during conversations

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2.6 AI Customer Service

Leveraging advanced AI technology, our intelligent chatbot provides: - Proactive service recommendations - Natural language conversations - Self-service options including knowledge base queries and Work Order creation

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2.7 Analytics & Reporting

Management dashboards provide real-time insights: - Service overview: Channel-specific KPIs including conversation volume and average response time - Conversation monitoring: Live session management with transfer and review capabilities - Agent performance: Individual productivity metrics and rankings

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