China Ⅱ using IM800 online customer service solutions to create the perfect player to experience
2006/12/18
construction background
With China's booming online games industry, the domestic online games market is becoming more competitive, quality of service and efficiency will directly impact on the reputation of the online games business and economic benefits. Shenzhen Domain Network to face the new changes in market conditions, I feel the traditional telephone hotline has been unable to meet business development, and integration of communications companies in the IM800 After full analysis of business requirements teams, online customer service solutions using IM800 online customer service applications deployed to enhance the player's service experience. newly built online customer service system that provides real-time online communication, online messages, online issue to the other methods, and be integrated into a unified service platform for multi-level players, players personalized services, to ensure the accumulation and sharing of information players; In addition, the systems and telephone service, forum services, mail services work together to build a sound The online customer service system. the domain of the client at any time (including in the game in progress) to enjoy high quality services, greatly enhance the player's satisfaction, and directly improve service capacity and customer service staff received management capacity.
game features online customer service
embedded player to play the game the same time, without leaving the game, click on the game's embedded in web pages, forums, players do not need to download any plug-ins, that point is communicating.
players and game scenes information gathering function
service personnel in response to service before the full collection of players and game scenes information can greatly reduce the player and customer service communication time and communication between the errors, and therefore enhance the efficiency of customer service and problem-solving success. including the collection of player accounts, the use of computer hardware and software configuration information (to support the open part of contract) and other individual information collected by the district service, where the scene game section, the coordinates of the scene such as game scenes information, collection, question classification, a brief description, information, and support custom.
game screenshot / screenshot feature
support DirectX technology to enable interception of the game players can easily The high-precision graphics, and the cut-off that spread to service, simple and convenient.
sudden large-scale problems of the system announcement / broadcast function
sudden large-scale problems, players flocked to customer service requests can be connected to human services through the display system before the announcement / broadcast in the form of guidelines for players to solve their own problems, to avoid the large area of player complaints, separate human service pressure. also be used as online / offline, upgrade, and zones activities of the notice and warm holiday greetings to give players more active care.
priority based on the player or customer service skills-based queuing (ACD)
in accordance with the 20 / 80 principles, customer service is always limited, it is important Players should be given priority service, even online, the best match player skill levels of customer service issues.
business classification and status tracking
each service, not only to retain the entire contents and process of recording, but also the business classification in accordance with the custom of receiving the service request the collection, so subsequent analysis of statistics and categorized archives, such as ;, solution, you need to follow-up treatment, by setting different flags to track its process.
background monitoring the quality of service to work customer service staff to monitor each real-time service status, such as the number of cumulative service player, the cumulative service players the length of time, response speed of the players, the player is given the satisfaction of other indicators.
customer service record details of this work since the service logs: When login to work? When did you start service? which players respond to service requests ? service process? when suspended? lasted how long? suspended How many times? so.
in quality at the same time, if found to be detrimental to service quality, customer service can also be timely intervention services : If you find bad customer service state of mind, emotional instability, it may be set to do this (forced to discontinue its services), to take over the session and terminate the session, and so on.
background monitoring quality of service to the customer service managers to use the main (such as customer service team leader, customer service manager) to help them achieve the daily management of staff and service process.
reporting statistical analysis of statistical reports
operating the system through the statistical access to visitors during the operation of the service access (session, message, e-mail), services exhaled (session, message, e-mail) and the agent working the case, mainly reflecting the system's overall operating metrics, service quality and work performance. operating conditions, statistical reports can follow the time (day, week , month, quarter, year, specified period of time), statistical range (system, agent) for statistical.
statistical reports
business services that have been accepted cases in the lateral direction, in accordance with a variety of user-defined business segments Caliber for statistical analysis, to reflect the distribution of all services business cases, analysis of trends and business focus of its business; in the vertical, in accordance with the state trace flag, statistical analysis, to reflect the service's handling of cases, the bottleneck link in the process of service and weaknesses.
business as statistical reports and operational reports, in accordance with time, the statistical object diameter.
statements reflect the entire customer service function is the main basis for performance, but also an important means of managing customer service department. < br> Excellent benefits
IM800 online customer service solutions for the successful application for the domain to bring the following Competitiveness:
service capabilities competitiveness: the early online customer service capabilities over a single domain, only the forums, and mailing feature, the player can not receive timely assistance, which greatly reduces customer satisfaction; by using the IM800-line customer service system to realize the players in the game and the GM customer service directly to ask questions, get help, all questions and real-time conversation with the line feature , will lead the player to the relevant agent accurately, thus greatly improving the service quality and reduce the abandonment rate service, so players to experience much improved;
service monitoring competitiveness: IM800 online customer service solution provides a full suite of service monitoring measures, operation and maintenance personnel can access real-time monitoring agents and working conditions, in order to adjust staff input; can query session records 24 hours a day; operations management personnel can check the daily service by reporting statistical data, business data; < br> Service Quality Competitiveness: IM800 online customer service system unified database FAQ (Help Desk), while retaining business in the circulation of every aspect, making the seats on the quality of customer service staff are well documented and consolidated operations management mechanism, so that uniform standards of services, quality of service greatly enhanced;
online customer service system, and integrates the excellent internal resources domain to unify the access, unified background processing to achieve a one-stop online service for a domain first-class brand into a new life.
excellent rating
Answer rate. The system has automatically record the history of customer service, track and monitor functions, but also to improve the quality of service we continue to lay a solid foundation. Online Customer Service System can be said to serve multiple purposes, in enhancing the corporate image, enhance customer service levels and efficiency, but also bring us more players. (the domain), the company was established in April 1997 in Shenzhen, since its inception has been the domain of technology in pursuit of the target class and always in high-speed, stable development of the state, is currently the largest in southern China online game development and operation of high-tech software technology companies.
2000, Shenzhen Domain successful development co-operation with Shenzhen Telecom had 〖Chinese game center, we currently〗 〖Chinese game has become a center of millions of registered users, while more than online 30 million people in one of the top three casual chess .2004 by the end of the site to market Online〗 〖China in 2005 that the Chinese original online games and many other Top Ten honors and was named to the first nation gaming project. August 28, 2006 launch〗 〖Chinese II Online, caused a sensation.
as the Internet, high-tech enterprise, Shenzhen Domain has won the
IM800 is a leading online customer service system brand. IM800 Lean Practice is committed to the concept of service, including real-time conversation, self-knowledge-based systems, the question presented and tracking system, email management systems, and integrated solutions. through the easy installation technology and extensive customer base from the best user experience to help clients improve customer service, reduce customer service costs. So far, IM800 has successfully helped customers achieve too much, involved in the industry, including the tax authorities, power companies, gaming companies, IT companies and so on. For more information, please visit our website:
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