Published at: 2026-09-17
Online customer service overview
Overview
Online Customer Service uniformly accepts multi-channel customer consultations and condenses the service process into traceable business data.
Core concepts
Online Customer Service consists of channel access, session allocation, manual session handling and service operation analysis to form a service closed loop.
ShareCRM Online Customer Service is an omni-channel customer service platform that is deeply integrated with CRM. It targets core scenarios such as corporate pre-sales consultation, in-sales support and after-sales service, and provides integrated solutions from multi-channel access, unified session handling, service flow, quality control and data analysis.
Business value
The online customer service system helps enterprises achieve continuous improvement in service efficiency and operational capabilities while ensuring service quality:
* Cost reduction and efficiency improvement: Centralize all customer inquiries into a unified customer service workbench to achieve real-time message synchronization, reduce cross-platform operation costs, and improve the average number of sessions handled per agent.
* Experience upgrade: Deeply connected with CRM, customer service can view accounts, contacts, leads, service history, and other business data in real time during session handling, providing a 360° customer view.
* Digitization of service operations: Provides multi-dimensional data dashboards and real-time monitoring to visually present key indicators such as session volume, response efficiency, and service quality to support enterprise operation decisions.
Applicable scenarios
This product is suitable for the following enterprise scenarios:
1. Diverse channels and large volume of inquiries: Enterprises have customer inquiries through web pages, public accounts, WeChat customer service, emails, WhatsApp and other channels, and need a unified entrance.
2. In-depth linkage between service and business: Customer service needs to frequently query or create CRM entities such as customers, contacts, leads, work orders, etc. during the service process.
3. AI-driven cost reduction and efficiency improvement: Use robots for 7×24 automatic response, or use intelligent translation and reply recommendations in human services.
Business Process closed loop
Online Customer Service supports a complete Issue-to-Resolution (from consultation access to problem resolution) business closed loop.
The core Online Customer Service lifecycle includes the following stages:
1. Customer consultation access: Customers initiate online consultation through web plugins, WeChat Official Account, WeChat customer service, email or WhatsApp and other channels.
2. Unified support session and collaboration: Sessions are routed to the corresponding customer service or customer service group according to the preset distribution rules. Customer service responds to messages at the workbench. When encountering complex problems, customer service can transfer the conversation or invite experts to join.
3. Case Flow: For problems that cannot be solved immediately online, customer service can create cases with one click on the workbench and assign them to relevant handlers. When necessary, it can be converted to offline work orders for dispatch processing.
4. Service Quality Evaluation: After the session ends, the system automatically or manually sends a satisfaction evaluation invitation to the customer and collects account feedback.
5. Operational analysis and decision-making: The system automatically accumulates service process data and generates real-time and historical statistical reports for managers to conduct service quality inspection and operational analysis.
Core competency map
Online Customer Service has built the following core capabilities around the three core concepts of “unified workbench, AI Agent, and CRM data linkage”.
Omni-channel access capability
- Mainstream channel access: Supports web customer service plug-in, WeChat customer service, WeChat Official Account, email and overseas WhatsApp access.
- Call center integration: Supports direct connection with mainstream Call Center manufacturers such as Tianrun Rongtong, Heli Yijie, Udesk, Wisdom Tooth, Zhongtong Tianhong, etc., or integration through universal connectors.
Unified customer service workbench
- Multi-channel conversation processing: Customer service responds to messages from various channels in a unified interface, supporting text, emoticons, pictures, videos, attachments and Cloud Drive Files.
- 360° Customer View: The sidebar displays the visitor’s corresponding customer basic information, service history and related business documents (such as work orders, orders) in real time.
- Efficient collaboration: Supports conversation transfer, inviting experts to participate in group chats, quick reply to quotes and one-click sending of knowledge base.
Case management
For complex issues that require continuous follow-up, customer service can create standardized cases in the workbench and collect customer demands, conversation content, and related business information.
Administrators can configure case handlers, allocation rules, and SLA mechanisms based on the actual service process; if necessary, cases can continue to be converted to offline work order processing. Through standardized circulation, process tracking and timeliness management, companies can connect an online consultation into a closed loop of sustainable follow-up and assessable services.
AI Agent Empowerment
Customer service robot
Provides 7×24 hours automatic response, supports multiple rounds of dialogue, emotion recognition and intelligent switching to manual.
Online customer service assistant
Provides intelligent translation, intent recognition, reply recommendation and automatic conversation summary.
Large model session quality inspection
Large-model conversation quality inspection automatically analyzes online conversations and recording transcripts, and combines preset rules to identify service specifications, response timeliness, language compliance, and customer emotional risks. Quality inspection results can help managers continuously identify potential service problems, reduce manual inspection costs, and provide a basis for service quality optimization.
Service data operation
- Real-time monitoring: Monitor customer service online status, session handling load and waiting queue.
- Multi-dimensional reports: Statistics on the total number of sessions, response time, First Response Duration and service satisfaction.
Roles and Responsibilities
To ensure the smooth operation of Online Customer Service, the system defines different roles and their corresponding business responsibilities.
| Role | System positioning and permissions | Core responsibilities |
|---|---|---|
| System Admin | Have the highest administrative authority in the system and perform application-level authorization. | Purchase a License, enable Online Customer Service application, perform External Settings and global role authorization. |
| Service Admin | Online Customer Service is the business configurator of the system and has Setup authority. | Initialize basic configuration, manage support agents and groups, configure channel access and allocation rules, configure case management and satisfaction settings. |
| Customer Service Supervisor (Supervisor) | Daily operations and quality control personnel of the service team. | Monitor support session status and session queue, allocate and transfer abnormal sessions, view customer service performance reports and large model session quality inspection results. |
| Frontline Customer Service Representative (Agent) | The first point of contact for services, handling daily customer inquiries. | Process conversation messages at the customer service workbench, use the knowledge base and quick replies to reply to customers, create cases on behalf of customers, and conduct conversation transfers. |
| External Customer (Visitor/Customer) | External customers can initiate a consultation or service request through the portal. | Initiate consultation conversations on the front end, fill in pre-inquiry forms, create cases on your own, and submit satisfaction evaluations. |