The online customer service module of ShareCRM is dedicated to shortening the distance between enterprises and accounts. From the pre-sale stage when accounts first contact the enterprise, to the in-sale stage of discussing cooperation, and then to the after-sale stage after reaching cooperation, the whole process and life periodically provide multi-channel communication channels to solve account's problems, improve account satisfaction, enhance account stickiness, help enterprises maintain account relationships efficiently and conveniently, and bring lasting profits.

Enterprises need to support as many diversified customer service channel access capabilities as possible, so that users can put forward their demands as conveniently as possible. , webpage, email, call center and other channel entrances, supporting end users to initiate their own service demands anytime and anywhere

ShareCRM online customer service provides a unified management tool for customer service personnel. Enterprises can flexibly configure customer service groups and personnel, and support custom configuration of customer service personnel's commuting time, online status, and session data processing range, which can adapt to complex situations. Customer service personnel manage appeals, effectively reducing personnel management costs.

Online customer service provides flexible session allocation rule configuration capabilities. Enterprises can perform specific configurations for different service access channels, and flexibly formulate rules to allocate sessions to different customer service groups. Value customers provide better services, and enterprises can assign customers of different levels to different customer groups according to the conversation allocation engine of online customer service; message flow within the group also supports rich allocation rules, and the system presets load allocation, Multiple session allocation methods such as cyclical allocation, idle rate allocation, allocation by customer responsible person, and contact person in charge. In order to ensure the continuity and consistency of services and give customers a better service experience, the online customer service also supports the setting of assigning priority to the last customer service session. Enterprises can freely choose whether to use this setting item.

The online customer service provides standard call center docking plug-ins, and integrates with many mainstream call center manufacturers on the market. It only needs a minimal configuration to complete the connection between the call center and the CRM system. You can pop up the accounts, contacts, leads and other pages of CRM in the call center, and complete operations such as answering and listening to service calls, recording, and business document information transfer in one stop. For call center manufacturers that have implemented deep integration, agents do not need to log in to the call center system, but can complete all operations of inbound and outbound calls in ShareCRM, reducing the number of agent login systems and improving work efficiency.

Online customer service provides a unified customer service workbench, which integrates all customer service channel service entrances, and customer service personnel provide unified services on the workbench. The customer service workbench supports the following auxiliary functions to effectively improve customer service efficiency.

------Automatically identify user identities and display customer information on the sidebar, which can help customer service personnel quickly locate customer information and improve service quality.

------Display related business documents, such as clues and work order information, quickly query the customer's past service history, and help customer service personnel to be confident in their service.

------Support quick reply. Enterprises can set quick questions and reply data for common problems. Customer service personnel can quote data with one click to improve reply efficiency.

------ Quickly query knowledge base data, customer service personnel can query the enterprise knowledge base in the sidebar of the conversation, and help improve the professional level of customer service personnel.

With the rapid development of artificial intelligence technology, more and more companies have begun to use intelligent robots to serve customers, gradually increase the proportion of robot services, reduce the number of manual customer service, and reduce the operating costs of enterprises. ShareCRM online customer service provides intelligent customer service, which can recommend proactive service questions, guide customers' questions in advance, support multiple types of question and answer presets, and automatically reply to questions, reducing the number of manual customer service interventions. ShareCRM smart customer service also provides the ability to recommend similar questions and related questions, which greatly improves the accuracy of question identification.

Managers can use the preset data dashboard to grasp service data in real time and improve management efficiency. For example, on the service overview page, the key indicators of all customer service in the enterprise in different channels, such as the number of sessions, average response time, customer service ranking, etc.; through the list of customer sessions, real-time management of all sessions, support transfer, view session records and end and other common operations; on the customer service data statistics page, managers can view the work status of all customer service personnel in real time, and count the work status of each customer service from the perspective of personnel.