What functions do e-commerce platform customer service system require?

1. Customer service homepage

1、Status: Payment, Payment, Refund after-sales service, Approved for evaluation, Logistics abnormality, Violation reminder, Pending work orders.
2、Common functions: products sold, products on sale, products on sale, evaluation management.
3、Transaction management: products sold, evaluation management, address modification services.
4、Logistics management: shipping, logistics services, electronic vouchers.
5、Data management: pending payment, pending payment, pending refund after-sales service, pending evaluation, logistics abnormalities, violation reminders, pending work orders.
6、User operation: number of active people, total message sending, number of people entering the store, number of people guiding transactions, and amount of transactions.
7、Customer Service: Refund Management, Violation Record, Complaint Management, and Appeal Center.

two,Header list

1、Queue visitors: There are more users waiting in line.
2、Talk to me: Click to select the customer to talk directly.
3、Response delivery: Product details link is pushed to customers.
4、Waiting for evaluation: Users' service evaluation of customer service personnel.

three,Common functions

1、Filter visitors: Filter customers: queue up for visits, offline access, browse website access, and talk to visitors with other customer service.
For example: browse visitors, click on product visitors, add to shopping cart visitors, and consult visitors.

1. Visitor status: Visitor ID、 Status, dialogue ID、 Name, number of visits.
2. Invite visitors: Customers can directly invite conversations after browsing products
3. Active dialogue: Customer service actively talks with users.
4. Request collaboration: bargaining process.
5. Monitor visitors: Users cannot post some violation messages.
6. Monitor customer service: You can see all customer service and user chat records in the general account.
7. Insert dialogue: Talk to smart customers and human customers intervene.
8. Intercept conversation: The customer service response is not very satisfied, and the general account can directly reply to the customer.
9. Close customer service: Close conversations with users.

Four,Customer Management

1、Customer information: Customer information list: Click to display the detailed price of the products purchased by the customer, the quantity of products, and the links visited by customers who have not purchased them.
2、Work order information: customer purchase product type, ID number, price.
3、Dialogue evaluation: Users' service evaluation of customer service personnel.
4、Trajectory: Which channel does customers see our products, such as: friends sharing links, or other links.
5、Information notification: The products purchased by users will be synchronized through customer service.(Modify the address and change the product size).
6、Order information: Customer purchase information.

five,Chat window settings

1、Question type setting: Background setting Specific questions: 1. Product consultation, 2. After-sales consultation, exclusive membership
2、Information reminder: Read information, unread information.
3、Information withdrawal: Merchants can withdraw read and unread information within 10 minutes.Users can withdraw read and unread information within 2 minutes.
4、Information storage: The same user customer service and user chat records are always retained.(It can only be retained on the same computer or on the same phone).
5、Search function: Search for the visitor chat window.

six,Common settings

1、Common terms: Common terms for background settings.
2、Commonly used links: Commonly used links for popular products, background settings.
3、Commonly used files: similar size charts, or hot products.
4、Commonly used materials: For example: logistics information, how many days will arrive.
5、Add questions: Common questions can be added in the background.

seven,Permission Management

1、Assign an account: The main account can be assigned an account, and the main account can view all sub-account chat records.
2、Customer service list: Display the number and details of the customer service.
3、Customer service monitoring: Monitor all customer service and user chat records.

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