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What? ! The Dior999 lipstick I bought from a alipay has been sent to me in the wrong color?

At the moment I opened the express package, I was so angry that I immediately took out my phone and found the customer service entrance which usually took several steps to find.

Your home is how, encounter this kind of thing for the first time, what I buy is Dior999, you sent wrong color number to me! Very angry! After all you said, you made a mistake!

Caller: I’m typing…

I stared at the dialog box in front of me for 30 seconds, and a copy and paste message appeared on the screen:

Dear, for your experience, we feel very sorry! It has been transferred to the after-sales service: Xiao Li dealt with it ~

I……

It seems that in life, people respond to “typing… These words, physiological dislike, especially in the face of customer service, 2C and so, then more difficult than this 2B service?

An IT enterprise service company usually has sales, pre-sales, after-sales, and R&D departments. We’re only talking about the customer service system, the pre – and post-sales part.

So how to do a good job before and after sales?

What is the position of pre-sale and after-sale in the company?

There are two paths open to us

Service indicators are quantified and KPI guides work

Pre-sales performance is highly bound with sales amount and number of KA customers. In terms of job responsibilities, the scope is more clear: demand understanding, function demonstration, solutions, online deployment/test docking, online training/product training.

For 400 customer service, connection rate, valid call duration, etc.

First line support and second line support for official website work order, case response time, average case processing time, delivery rate, etc.

Cold numbers KPI, mechanized operation.

Something sentimental

The official website began to build documents and resources, and even q&A columns, community forums, etc., in an attempt to relieve the pressure of pre-sales and post-sales by “help” and “recommendation” from customers.

In essence, both pre-sale and post-sale are services. Pre-sale is a bridge of communication between the backend of the enterprise and the customer, while post-sale focuses on obtaining customer satisfaction, so that customers are willing to do other things for the enterprise, such as purchase and use, repurchase, recommendation, etc.

Different from the traditional offline service, online work order and online customer service, a new form of customer service — video customer service has emerged in the market. Through small program video call, users can communicate with customer service face to face. Service personnel can guide users to operate through video, solve problems and improve the reputation of manufacturers.

For example

Pre-sales link, such as an online education enterprise, users from the official website to understand the content of a course introduction, leave contact information, will be telephone sales personnel visit. After preliminary communication, users feel that they want to have a deeper understanding of the product, so they will contact the video customer service. Through the video call, users can see the course content demonstrated by the customer service staff and hear a more comprehensive introduction.

Another example is an automobile manufacturer. When people want to buy a car, they may learn about the car model through two main ways: one is to consult information online and compare prices, and the other is to directly go to offline stores to communicate with sales. This one and two, basically in the mind will have a bottom, plus senior friends consultation. The problem is that you can’t remember the model or the look of the car when you’re about to make a decision. At this time, through the way of video call, connect with the customer service staff, there is no need to make another trip, the video customer service will take you to understand the model and performance characteristics in detail.

There is a common feature in all these enterprises’ businesses: users tend to perceive and be interested in products and start to make comparison and purchase decisions. The role of video customer service often appears when users are interested in products and want to collect further information to make decisions.

Let’s look at the after-sales link. Here we also take an example from an automobile manufacturer. For example, when a user drives a car and needs to report a problem, he or she will usually call the repair personnel. And that’s where the role of video customer service comes in. Through the video call, the user can hear the remote command of the maintenance personnel, do the initial emergency treatment, at the same time, the maintenance personnel can see the situation of the car.

May drive in the process of failure this kind of thing, ordinary people do not meet. So, another familiar example — fixing a computer. I believe all of you have this experience. When your computer has a problem, you urgently call the IT department. Then the IT support will patiently explain to you, and even remotely control your computer to help you solve the problem. Remotely controlling a computer is a dangerous business. This fact, video customer service can play a very good role. Through the video call, you can operate according to the guidance of THE IT support, and the IT support staff can also see your operation process and the effect after operation, and the whole problem solving process will be smooth.

More examples of life, such as electrical maintenance, air conditioning maintenance, refrigerator maintenance and so on, in the maintenance personnel is not convenient to arrive at the time, video customer service, will play a role. These enterprise services also have one thing in common: When users encounter an urgent problem that needs to be solved immediately, or when the problem is difficult to be described in words or pictures, video calls can significantly improve the efficiency of solving the problem.

So, how did this mysterious video customer service come about? Is there a generic third party solution?

Video customer service origin

Video customer service is a product of Tencent Cloud – real-time audio and video, which is a case practice.

“Tencent Real-time Audio and Video (RTC) is a product of Tencent Cloud based on QQ’s accumulated audio and video calling technology for more than 10 years to provide high-quality real-time video calling services across the platform. Support the communication between wechat mini program /H5 page /APP/PC client and other access methods, through this scheme can quickly build a real-time audio and video communication platform from scratch, good application in online education, insurance loss assessment, telemedicine and micro police and other scenarios.

To sum up, there are three characteristics

  1. Support audio and video calls in wechat public account, wechat mini program, mobile QQ, Tencent browser.

  2. It provides high-quality video calls that are interoperable across all platforms and compatible with interactive live broadcast SDK access.

  3. Strong anti-packet loss rate and anti-network jitter performance, to ensure high quality audio communication in weak network environment.

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