With the launch of "wechat customer service", in order to serve the enterprise's wechat customers, Tencent cloud point customer service ushered in a heavy upgrade, now the enterprise can use a unified workbench to obtain the unique wechat +QQ double channel double reception ability, and through graphic, audio and video, documents and other rich forms of interaction with customers, for the development of modern customer relations to provide a new model and new thinking To further achieve high-quality operation of private traffic.
In the age of digital economy, developing long-term customer relationship through private traffic has become an important way for enterprises to improve sales efficiency and promote performance growth. In this process, although many enterprises have a large number of customers, but scattered in the wechat public account, APP, QQ, web and other different platforms, the customer data on each platform exists island problem, enterprises are facing the customer operation management is difficult, difficult to mining value, difficult to convert users and many other challenges.
In the face of the troubles of enterprises, enterprise point customer service can undertake the traffic from the whole social scene for enterprises by comprehensively covering the wechat and QQ social platforms with large user base and high daily activity, and support the rapid access of wechat video account, public account, small program, payment voucher, external API interface and other internal and external scenes, and accelerate the traffic scattered in various scenes with the upgrade of "multi-scene service force" Precipitate to the merchant's private domain.
In the process of use, customers can initiate consultation at any time "without adding friends", and enterprises can receive customers from wechat, QQ, Web and other channels through a unified workbench, further shortening the path of enterprise contact with customers, in a more low-cost, efficient, convenient way to improve the sense of customer experience.
In addition, after receiving customers, enterprises can further upgrade, continuously accumulate fans, cultivate trust with customers, and transfer customers into private domain operation, so as to continuously promote transactions, improve customer re-purchase rate, create sustainable consumption value for enterprises, and release private sector growth dividends.
At the same time, combined with the enterprise point customer service intelligent robot, customer database, work order, data management, insight analysis and other capabilities, wechat customer service can also help enterprises realize intelligent customer operation, improve the growth space of enterprises.
Tencent Enterprise Point is a set of SaaS solutions launched by Tencent in 2015 to provide service marketing integration for enterprises. Based on technologies such as instant messaging, audio and video, artificial intelligence, and cloud call center, this program aims to connect enterprises with customers. It opens up wechat, QQ and other communication channels, and can provide enterprises with enterprise-level SaaS services of the whole scene from marketing incubation, sales transformation, transaction coordination to customer service, improve the efficiency of customers acquisition, hospitality and retention, and help enterprises realize the number of customers Word - wise management comprehensive upgrade.
In addition to point-of-business customer service, the solution also includes point-of-business call center, point-of-business marketing, point-of-business QQ 2.0, point-of-business application marketplace, point-of-business supply chain collaboration platform, open platform for extension and customization, and specialized enterprise-level services and other SaaS product components.
At present, Tencent Enterprise Point has provided tens of thousands of education, Internet, industry, finance, government, medical and other industries and small and medium-sized enterprises with digital customer operation product solutions and services. At the same time, also created a number of benchmarking cases landing.
For example, in June last year, Sany Group built the first intelligent service center in the construction machinery industry with the help of the enterprise point customer service capability, connecting all the existing call centers, public platforms, mini programs, official websites, apps and other channels of each system, realizing information sharing and mutual cooperation. In March this year, Tencent Enterprise Point helped Liugong Group to build a new generation of service platform, providing 7×24 hours of phone communication guarantee for Liugong Group's full series of products and full life cycle after-sales service, greatly reducing labor costs, improving customer experience, and promoting the digital transformation and upgrading of Liugong Group.
This time, enterprise customer service will be customer service ability access to wechat, is Tencent enterprise point in the customer service field again deep cultivation, for all walks of life enterprises to provide a unique wechat, QQ double channel double reception ability. In the future, Tencent Enterprise Point will continue to deepen the needs of enterprises and provide enterprises with new enterprise service solutions with thickness and future scalability. Through the effective construction of private traffic, Tencent enterprise Point will deeply connect enterprises and customers and promote the long-term growth of enterprise performance.
