呼叫中心系統(tǒng)在電子商務(wù)中的應(yīng)用

There are several peaks in the development of Ji'nan call center system. The first point is self built customer service center, especially the first wave based on Telecom banks. The first wave call center business is those businesses. The second wave call center business is that users want to do call center sales, such as mail order, especially after the development of TV shopping, the demand for mail order is very big. The third wave is e-commerce.

個(gè)就是客服，有些客戶要打電話，尤其要問一些售后服務(wù)的問題，開始建立了呼叫中心。

The first is the customer service, some customers want to call, in particular, to ask some after service issues, began to establish a call center.

第二需求就是客戶打電話來訂購產(chǎn)品。攜程的三個(gè)創(chuàng)始人當(dāng)時(shí)討論的模式就是模仿參考美國電子商務(wù)行業(yè)網(wǎng)絡(luò)模式。希望客戶在網(wǎng)上下單成交。但是在市場上會發(fā)現(xiàn)，很多客戶不愿意在網(wǎng)上訂機(jī)票訂酒店很多客戶更愿意通過電話訂酒店。后來降到60%是通過呼叫中心實(shí)現(xiàn)。它的呼叫中心是以服務(wù)為主的呼叫中心，通過質(zhì)量規(guī)范，來給他們考核，發(fā)工資。

The second requirement is that the customer calls to order the product. The three founders of Ctrip discussed the model as a reference to the network model of the US e-commerce industry. It is hoped that the customer will make a single transaction on the Internet. But in the Chinese market, many customers do not want to book a ticket on the Internet to book a hotel and many customers are more willing to book hotels by telephone. Later, it was reduced to 60% by the call center. Its call center is a service - based call center, which is assessed and paid by the quality standard.

第三階段，呼叫中心越來越多的去融入到整個(gè)電子商務(wù)營銷體系當(dāng)中。這里面理論上分析，兩塊，一塊呼叫中心如何抓客戶，一塊如何利用呼叫中心提高轉(zhuǎn)化率。

In the third stage, the call center is more and more integrated into the whole e-business marketing system. This is theoretically analyzed, two pieces, a call center how to grasp the customer, a piece of how to use the call center to improve the conversion rate.

我們以優(yōu)良的產(chǎn)品，的服務(wù)，可靠的信譽(yù)，為您的事業(yè)成功助一臂之力，竭誠歡迎各界同仁惠顧洽談業(yè)務(wù)！

With excellent products, perfect service and reliable reputation, we will help you successfully, and sincerely welcome all the colleagues from all walks of life to negotiate business.