Product Framework of Customer Service System
Introduction
Now the famous chat tools on the market include Skyper, WeChat, Line, Snapchat, etc. We also use online chat customer service tools when shopping. We use these tools every day to solve some of our chatting demands in our lives, but Few people have the opportunity to understand some of its underlying logic and framework. This time, I will summarize my work experience and share it briefly.
The customer service system is a system that is deeply integrated with the business, that is to say, when the service business is adjusted, there is a 90% possibility that the customer service system needs to be adjusted accordingly.
During the two years as a customer service product manager, in addition to analyzing the value and significance of needs, I will also consider the rationality of the entire feature from the perspective of the whole system, and plan and design for future business development.
When designing products, I am more accustomed to using modular thinking, isolating business and features. When business is adjusted or features are added, both product designers and developer can quickly design and develop to avoid affecting the whole system.
So for the general customer service system, I simply drew a schematic diagram of the feature of the modules, and let me talk about the module division of the system.
1) IM Chat
It is the instant communication between customers and customer service. To ensure the smooth chat between customers and customer service, we need to meet their diversified chat modes, including expression, text, image, video, voice and other message interaction modes.
2) Chat record
The service records of every communication between customers and customer service are handled differently for different platform businesses.
It can be a separate record of the service ticket number, or swipe up to view the history.
3) Chat list
Different enterprises and businesses have little difference in the design of their chat list. The main purpose is to facilitate the customer service to view the chat she is dealing with, and then click reply to deal with it.
4) Workbench
The work area where customer service handles tasks, such as replying, transferring, closing chats, outgoing calls, and a series of tasks.
5) Customer Service Management
Mainly to manage customer service, define roles and boundaries for customer service, to use the entire system, customer service must be the person whom the entire customer service management table maintains.
6) Archive management
The archive selection of the customer service personnel after the service is completed is preset in the archive management, which is convenient for the customer service personnel to correctly select after the service is completed.
7) Category & source management
There may be more than one channel for user consultation. The category & source management is the channel that users ask questions and the category of selected questions. The category of questions selected by customers can help customer service personnel quickly locate customers' questions.
8) Queue management
The skill stack of each customer service is different. Skilled and organized management of customer service is the role of queue management. In the abstract, it is a simple version of the enterprise organizational structure.
9) Workforce management
Work time management of customer service, customer service in the schedule time will automatically receive dispatched tasks.
10) Authority management
Different roles have different Authorities. The simplest feature and purpose of permission management is to determine whether the customer service has the authority for this feature.
I'm glad I can start a product with simplicity and iterate it step by step. Some simple and common modules are extracted here, especially the back-end module. It integrates different features and usages, and divides them into multiple subsystems to support various front-end businesses.
Later, I will introduce the design logic of the front-end and the processing logic of each business module in the back-end product in detail, as well as the information interaction between the various systems.
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